Does Disney even read guest feedback or questions? (UPDATED after talking to April))

[Disneyliscious]

I sent an email several days ago regarding ordering a cake. I ordered one in 2009 and ended up with a cake that wasn't even remotely close to what I ordered. (there are pics in the cake thread somewhere). I wrote to ask the specific steps I need to make in order to make SURE this didn't happen again. I had done everything that was asked of me last time, emails, phone calls, photos, etc and still got the wrong cake. Here is Disney's reply to what I can do better to make sure this doesn't happen again.

Dear Ms. XXXX,

Thank you for contacting us regarding the Walt Disney World Resort.

I am very sorry for your concern with other guest's behavior during your
visit. I wanted to personally assure you that your feedback has been
taken seriously and let you know how much we appreciate your comments.
Our Guests? feedback allows for our continual growth and the
preservation of the magic Walt Disney dreamed about. We rely on the
best judgment of our park patrons to respect each other and display
proper decorum, while also maintaining their family balance for their
own safety, security and peace of mind. We appreciate your
understanding.

Should you have additional comments or questions, you are welcome to
contact myself or my team at 407-560-2544. Our normal office hours are
Monday through Friday from 9 am to 5 pm EST. If I am not immediately
available, please leave a message with your contact number and
indication of the best time to reach you.

Ms. XXXX, thank you again for your honest and constructive feedback.

Best Regards,

April McKinsey
Guest Services
Walt Disney World Resort

I read it and was like....huh?

 

[MomiTo2SwtGuys]

I would call the number she gave you in her reply and let her know that her reply was in no way related to the issue that you had at Disney. Not sure why that would have happened.

 

[DisFan331]

I have actually dealt with April regarding some issues we had a couple of years ago and she was fantastic!!!

 

[shalom]

They read them. They just don't pay very close attention while doing so.

 

[kellyg403]

I would also call. I have had the opportunity to speak with April before. She is awesome. I had emailed also about an incident, I also had mentioned it doesn't take anything away from our being Disney goers. We will be back. When she called she had me explain the reasons I had written in.

Great customer service thru April! CALL THE NUMBER!

Kelly

 

[disneyfantotheend]

Looks to me like you got a response meant for someone else. Which may mean someone else got your response? I too would call the number. They do read comments or at least some of them. I got both an email and a phone call about an issue I had a while back. Really it wasn't even an issue, just a suggestion. But they really went out of their way to make me happy. Even though I was never unhappy to begin with.

 

[mishkamushka]

what probably happened is everyone gets that standard auto-responder and then they look at the emails more closely (at least that's what happens in my company) Personally I hate that my company does that -- for exactly this reason but we do personally respond to all emails -- it just takes a little longer.

 

[Disneyliscious]

Im glad to hear that some of you have dealt with April before. Perhaps this was just a mix up. I'm so use to auto responders when I email a company, its the first thought that pops into my head now. I was hoping Disney would be different. I'll call tomorrow when they are open and see what happens then.

 

[Disneyliscious]

I am simply amazed.

I was quite busy today and didn't get a chance to call April. Around 6pm today my phone rang with a number from a 407 area code. I knew that was a Disney number so I answered and it was......April.

She apologized for the mix up in the emails, and told me it was not the email regarding the cake that she was answering. I had sent an email a while back asking how certain guest behavior was handled in the park and forgot I had sent it. That was the one she was responding to. I apologized to her over and over as I realized my entire reaction was only the fault of myself. I felt horrible and she was so nice about it.

What astounded me even more was that she went and found the email I had sent in last week about ordering a new cake on our next trip. She also "looked into my account" (I didn't even know they kept accounts) and seen where I had emailed my dis-satisfaction with getting the wrong cake in 2009. She said she even remembered my email back then because her department knew of the cake I had ordered (the gorgeous HM cake) and then they seen the one I got and was all in dis-belief. I explained to her that it was a very special event to us (it was my son's 16th birthday) and that getting the wrong cake was a real bummer.

She then asked me "So your next trip is a graduation present to your son?" which let me know she really had ready my emails because that was the exact reason I told her we would be ordering a new cake. I told her she was correct and that I only wanted to know what else I could do on my end to make sure it didn't happen again.

She mentioned that it was still a ways until our trip but that when I ordered the new cake 30 days prior to the trip, to call her back (she gave me the phone number to her department) and she would set me up to talk to the Executive Chef at Disney who would personally handle my next cake and see that it was delivered to where ever we were having dinner - regardless of the ADR.

I cannot tell you how excited I am. Whats more, is that I never even put my phone number on the email I sent last week about the cake. She dug through my other emails to find my number. Those of you who said she was awesome were right! (I even told her she had fans).

April went above and beyond to make sure she could even get in touch with me and then to tell me the Exec Chef would handle my cake to make sure it was right was more than I could have asked for.

I have seen several threads lately about how Disney takes care of its customers when something goes wrong and I must say that they certainly do. We all find little things we may gripe about here and there in the parks but NO ONE provides service and helps take care of their customers better than Disney.

I wish we could vote for April to be Employee of the Year or something because this woman really deserves it. She has proven to provide excellent customer service for more than just myself. What a true asset to Disney she is!

 

[kathie859]

OK, I admit that I am impressed by that level of customer service!!

Thanks for the update!

 

[LuLuO]

I am impressed too. That is so fantastic.

 

[Finally08]

Looks like she copy and pasted the wrong part of a form letter meant for someone else. Now I want to email and complain about a guest just to see if I can get the exact same thing.

 

[bluejasmine]

I had some issues over the past couple of years and I always got not only emails back but phone calls! Once about a special room cleaning we needed, they went above and beyond!

THen for our upcoming trip I booked Dinner with Imagineer for my DS17 who graduates this yr and plans on going to college program and they cancelled that paticular days dinner and moved him to another, she called me and gave him a comped ticket to make sure he could get into the park that day since it wasnt a planned park day for us!

I had a concern right before our last trip and to my suprise we were met at the CL kisok my the resort manager who walked us over to the Hawaii building giving us a tour and telling us the history of the resort as well as re-assuring us about our issue. At that point I realized how much they pay attention to emails and such and no longer worry about issues b/c I know that if there is any issue at any point WDW will work it out! Nothing can compare to WDW customer service!

 

[LPZ_Stitch!]

Yes, Disney definitely does read their emails, comments and letters.

After a trip a few years back we sent them a letter. It was mostly praise, naming a few of the CMs who went above-and-beyond for us, but we did have a complaint/suggestion about the (then) Playhouse Disney show.

At the time, disabled kids were located at the back of the theatre, along with all the other guests in wheelchairs and scooters (mostly adults). I suggested that they make some parking available for *children* in wheelchairs near the front so they can be "part of the magic."

I got back both a letter and a personal phone call from an executive-level CM named Carli D'Agostino who discussed the issue with us.

They did re-do the seating at Playhouse Disney and, now, disabled kids are admitted through a different door and placed down closer to the stage so they can see and be part of the fun. The other kids then just fill in the rest of the space!

 

[ducky_love]

This makes me so happy. It is always easy to complain but how many companies or brands can we all get together and tell wonderful stories about? Disney is truly magic!

 

[sharadoc]

Yep, I e-mailed about the lack of a bounceback in December, AP discount lateness, the change in the discount policy, etc. Not only did I get an e-mail but I got numerous phone calls. I was assured that my comments were passed along to marketing senior management. I wanted to emphasize that repeat visitors are being treated the "worst" in my opinion and to let them know that we would only be coming once this year, when we had 3 times in 2010 and twice in 2009.

I was glad to know at least someone paid attention to it.

 

[jcemom]

I know this is pretty far OT, but re: your Haunted Mansion cake -- we had a similar problem with Chef Mickey's. I got a birthday cake one year for DD from the GF bakery. It was very simple, but she loved it. The next year I wanted a similar cake, with Snow White in place of the previous year's Mickey and Minnie (again, from the GF). DD really wanted to have her "party" at Chef Mickey's, so I called them up to see if the CR bakery could do the same cake. After a long conversation, I was assured that they could do the same thing as the GF. My cake was much prettier than yours, but completely wrong, and our server was horrible as well. He just plopped the cake on our table, no Happy Birthday, no plates and forks, no knife to cut it, no candles, etc.

Our GF bakery cake

Our Chef Mickey's cake

When I ordered it, we agreed on a stand-up Snow White made of white chocolate; Happy Birthday Emilee written on the cake; lots of flowers of different kids, like a bouquet or a floral spray or something. I specifically stated that I did NOT want an edible image, as I don't like the texture of them. The cake we got was pretty, in a grocery-store bakery kind of way, but it was not what I ordered.

The CM's cake was more expensive than the GF cake. It didn't even have Happy Birthday written on it. It was 75% frosting and only 25% cake inside. I will never order from the CR bakery again.

 

[troynkasey]

I have emailed Disney on multiple occasions. Most recently, I emailed them with positive feedback in regards to the exceptional Mousekeeping we received. I wanted to feel like I passed on the great experience to someone who could make a difference. I got the standard "form" response the same day and then about 4 days later I got a personal response indicating the information I provided was passed on and it would be shared with the cast member.

The thing I like about Disney customer service is they make it personal. You get their name and a phone number if you want to discuss anything. The three times I've sent an email have resulted in me feeling better about Disney and how they handle their feedback. I've provided feedback in other situations and I almost feel like in those situations the person answering the email didn't care and just gave me the standard response. Not that it's bad to do that, but Disney makes it personal...

 

[bytheblood]

I am always impressed with Disney's concern. You have to consider how much email they receive a day...and how much of it is complaints.

I contacted them on Monday to ask what I need to do when visiting WDW with Celiac Disease and they responded to me in less than 12 hours! That is what I call client services!!!

 

[mrssmith06]

Yep! I had to email them about a leak we had in our room due to a pipe bursting in the room above us and we had a very rude housekeeper... They called us a few days later and were very nice! They made sure to make up for our bad night.