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

[Cheshire Figment]

Today I had a family come to my window whose APs had expired last month. They did have a trip planned (and reservations made) for prior to the expiration.

When they had to postpone the trip due to an emergency situation, they had a discussion at a high Guest Relations level. Notes were put into the Guest Recovery System authorizing that their APs be extended. I was able to look them up in the system, find the notes they had referred to, and reissue their APs with an expiration date next week so they could enjoy their visit with their old APs.

 

[shalom]

I apologized to her over and over as I realized my entire reaction was only the fault of myself.

You apologized. Hey, she's in customer service -- she's probably explained that sort of thing before and had to deal with people who STILL made it Disney's screw up.

Those of you who said she was awesome were right! (I even told her she had fans).

So glad to hear this! Except it makes me regret my smart-a&& remark earlier.

 

[kaybird]

Today I had a family come to my window whose APs had expired last month. They did have a trip planned (and reservations made) for prior to the expiration.

When they had to postpone the trip due to an emergency situation, they had a discussion at a high Guest Relations level. Notes were put into the Guest Recovery System authorizing that their APs be extended. I was able to look them up in the system, find the notes they had referred to, and reissue their APs with an expiration date next week so they could enjoy their visit with their old APs.

So Awesome that you were able to help these guests. Part of the reason I never understand why guests freak out when they are asked their name and information when they call. I think it's great that Disney knows who I am and what I like when I call.

 

[kellyg403]

So glad you were able to speak to her!!! She is so nice. After I hung up with her myself I sent an email praising her customer service. A couple days later I thought I would love her job, spreading disney magic to tons of people she didn't know!

I am sure you will be completely satisfied OP. But I knew as soon as I saw her name, you were in good hands!

Kelly

 

[Disneyliscious]

Today I had a family come to my window whose APs had expired last month. They did have a trip planned (and reservations made) for prior to the expiration.

When they had to postpone the trip due to an emergency situation, they had a discussion at a high Guest Relations level. Notes were put into the Guest Recovery System authorizing that their APs be extended. I was able to look them up in the system, find the notes they had referred to, and reissue their APs with an expiration date next week so they could enjoy their visit with their old APs.

This is AWESOME! People like you are what keeps people like me coming back to Disney.

 

[TisBit]

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.

"Account" might not be the most appropriate term...maybe "file". Trust me, disney keeps track of everything. They know the constant complainers, who are return customers, how often you return, etc. Think FBI file at WDW. Now, it takes a CM to look into your "account" to get this information, the normal front desk person or CM at reservations isn't necessarily looking at all your Disney interactions.

 

[Ron from Michigan]

We have called or sent letters to WDW several times over the last 30+ years and always recieved excellent service.

 

[GuardMusic]

Disney DOES read the feedback. Looks like April just grabbed the wrong stock memo.

I got a follow-up call from a different CM last week. I'll post the INCREDIBLE response I got once the indicated letter arrives!

Gayle

 

[GadgetRick]

I sent an email (last year I believe) regarding complaints I had about WDW (all of the boarded up things, the food sucking, etc.). I received a call from them. It is nice to know someone is (at least sort of) listening.

Now, don't get me wrong, it was nice they called me and all that. Apologized for what we experienced, etc. I wasn't an irate customer, rather, a concerned customer. I was/am concerned about the direction of WDW. I'm not here to debate whether this is true or not as it's been debated like crazy around here. However, many of the things I mentioned to the woman I spoke with were things she mentioned she hears about from a lot of people.

So, while the customer service people are listening and seem to care, unfortunately, it doesn't seem like anyone else is listening to customer service. If they were, many of thing things a lot of people are complaining about might have been fixed/changed.

It's great they have someone who can (personally) talk with us regarding our complaints but, until the major complaints are addressed, this is just window dressing. ymmv

 

[2manydaves]

I sent Disney guest relations a letter several years back about an incident at the MK, and the response was amazing. (I'm not a complainer. It was an ugly situation.)

I didn't get an email, but did receive a phone call. The customer service rep was professional, courteous and intent on making the situation right. She was so great that on the heels of her phone call, we booked our first on-site visit. Clearly, Disney knows the secret of business -- treat customers well and they will come back again and again.

ETA: After my good experience with guest relations, I wrote another letter commending their service. More people should do that!

 

[dmband]

fwiw
the one time i made a complaint (about resort airline check in) i didn't get a email/phone/letter - nothing

i'll share my story for those who travel with young kids so hopefully it will not happen to you too...
if you have a "lap baby" it needs to be wrote on your boarding pass.
well resort check in didn't do that, so once we got to security (9 people plus baby)
everyone had passed through security except me and baby (we got pulled over to the side because they wanted to hand search me as i was carrying the baby)
only then to find out that lap baby wasn't on the boarding pass
i then had to go down and get in line by myself and the baby
it was a total pain in the butt so beware if you travel with a lap baby/infant

anyway i did send an email informing disney of the issue and that i asked at check in if there was anything special that needed to be done
they said no everything is good just go right to security with the baby
the least they could have done imo is respond saying we are sorry for the mix up and will address the issue with our staff so it doesn't happen again

 

[troynkasey]

I sent an email (last year I believe) regarding complaints I had about WDW (all of the boarded up things, the food sucking, etc.). I received a call from them. It is nice to know someone is (at least sort of) listening.

Now, don't get me wrong, it was nice they called me and all that. Apologized for what we experienced, etc. I wasn't an irate customer, rather, a concerned customer. I was/am concerned about the direction of WDW. I'm not here to debate whether this is true or not as it's been debated like crazy around here. However, many of the things I mentioned to the woman I spoke with were things she mentioned she hears about from a lot of people.

So, while the customer service people are listening and seem to care, unfortunately, it doesn't seem like anyone else is listening to customer service. If they were, many of thing things a lot of people are complaining about might have been fixed/changed.

It's great they have someone who can (personally) talk with us regarding our complaints but, until the major complaints are addressed, this is just window dressing. ymmv

I agree. Since my first visit in 1995, DW has gone downhilll in regards to how things are done and the experience. They've updated the park and I understand refurbs need to be completed to keep things up to date and looking nice (or then you have a run down park). What I think is missing is the "specialness". Taking away the resort mugs, resort specific merchandise, adding the dining plan (resulting in cheaper to make foods), and so on. I feel like although these changes have on occasion made things cheaper for me the customer, I think some of the edge was lost. Now, that is made up on occasion by the exceptional experiences the CMs deliver, but not everyone experiences that.

 

[lustergirl]

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.

You do realize that discounts are not a given

 

[OllieDannyandMe]

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!

Thank you for sharing this information! It makes me happy to hear it

 

[OllieDannyandMe]

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.

Something very similar happened to me with a grocery store cake. When I asked the employee to look at the ticket for my order, she said, "Oops! I missed the word 'not'." She gave me exactly what I did not want. It was too late to fix, so I had to choose between laughing and crying. I chose to laugh! I will say, though, that I am not planning to order any more cakes from that grocery store in the near future.

Today I had a family come to my window whose APs had expired last month. They did have a trip planned (and reservations made) for prior to the expiration.

When they had to postpone the trip due to an emergency situation, they had a discussion at a high Guest Relations level. Notes were put into the Guest Recovery System authorizing that their APs be extended. I was able to look them up in the system, find the notes they had referred to, and reissue their APs with an expiration date next week so they could enjoy their visit with their old APs.

This level of thought and care is why I love Disney and feel such loyalty. Thank you, Cheshire Figment, for making dreams come true! It runs deeper than the kindness of the moment.

 

[jcemom]

Something very similar happened to me with a grocery store cake. When I asked the employee to look at the ticket for my order, she said, "Oops! I missed the word 'not'." She gave me exactly what I did not want. It was too late to fix, so I had to choose between laughing and crying. I chose to laugh! I will say, though, that I am not planning to order any more cakes from that grocery store in the near future.

LOL. I never thought of that, the possibility someone missed the word "NOT" -- but it makes sense. Maybe that's what happened with our cake too.

 

[mlittig]

OP, I am so glad you had such a great conversation with April and you feel you have some satisfaction

 

[sharadoc]

You do realize that discounts are not a given

Yes I do of course. I wanted to let them know my personal experience, that's all. Don't dredge up the "don't expect a discount all the time" argument.

 

[ParrotBill]

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!

Send a letter in... and see if they respond about your cake!

 

[Disneyliscious]

Send a letter in... and see if they respond about your cake!

LOL! Too funny. I still feel bad about my response to her email. I can be pretty snarky sometimes and my return email was no exception.

Needless to say, I had to eat crow when I realized it was actually my own fault. It takes a special kind of person to work at Disney, because they have to deal with people like me. I should be ashamed (and I was).