DONE! Fixed. 6 Hours Today on Hold, Back in Que, Was put back in the same que I was originally in, starting over, been doing this since 8:30 am, Day 3

[DL1WDW2]

Corporate America is training us to re/learn many things including Customer/Guest Services.
I realize this when I get a cold not friendly feeling during check in because I walked in and did not use online checkin .
How to train us to use live chat or email questions …. On hold over one hour or never answer phones and maybe we will eventually get answer.

Recent trips to different Starbucks .
Store #1 recently remodeled and completely removed the bakery viewing window display because they are now considered a drive thru facility… store #2 long lunch hour line drive thru so I parked and entered .
One customer in front and one in back of me We all waited u til every drive thru guest order was filled and every mobile order also before they.
worked on ours.
We need to accept everything is different now and it is a process .
Do you really want Genie , well you just better…

 

[js]

I’m on hold again, trying to make a payment on my resort reservation - trying to give Disney literally a four digits worth of my money. Quoted wait time: 93 minutes.

Someone upthread suggested using options other than calling. THERE ARE NO OTHER OPTIONS. Online payment for resort reservations DOES NOT EXIST. The former automated phone payment system is BROKEN, and has been for months. To pay on your account before arrival - which you have to do if you want to use gift cards, a rewards card, or anything other than your credit card on file, you have no choice but to wait on the phone for a live person. For HOURS with multiple cutoffs and redials. To excuse this situation as anything other than abysmal is ludicrous.

Why am I putting up with this? Three years ago, right before the huge price increase, before Chapek, the pandemic, the loss of Magic Express and FastPass, and the previously unthinkable plummet in customer experience, I purchased three Annual Pass vouchers. I happily believed that I had years of great vacations to look forward to. Little could I imagine …

Ever the optimist, I activated an AP last December, thinking things had to get better. Now my extended family is taking a trip that was previously postponed, so here we are. Not even able to pay on our hotel rooms.

I’m sure that once we arrive our trip will be fun and memorable. Will it be fun and memorable enough to offset the roughly 40% price increase, the loss of many services, and having to endure this phone hell? The answer for my previous two trips was sadly no. When my current AP expires I’m taking a break. My immediate family is skipping Disney in 2023. We are currently planning a trip next January to Universal and Marco Island. I‘m not activating my last WDW AP until Disney gets their act together.

This is coming from a 30+ year WDW fanatic. So sad.

Oh my! Keep us posted!

As much as I'm so frustrated about this phone call, or lack of after three days, I have to say in reading all the negative comments here and on FB, we have been to Disney in September, November and January. We had a blast and actually commented in January that maybe the CMs or Disney were reading all the negativity on attitudes since everyone we met was always so nice and pleasant. In parks, housekeepers, front desk, buses, etc.

I'll be back again in April, a trip planned with my 14 month old grandson in October and again in February, getting use of our APs and DVC. But, I can love a product and still hate the phone issue, which is what is happening to me now LOL

 

[JoJoGirl]

Update: Day two of trying to pay my hotel bill, as yesterday I was disconnected. After about an hour and ten minutes on hold today, I finally got through to a live person.

Unfortunately, whatever system is used for Disney Rewards cards or Disney gift cards was not working right now, and she could not process my payments. She assured that the problem was on their end, had been happening for a few days, and it was not a problem with my cards.

The only solution she had was to put me back in the call queue, and hope the next person who picked up had a working system, which I declined. This phone CM was incredibly sweet and nice, and in no way could I ever be frustrated with her individually as her service was amazing. I do feel very sorry for her for having to work during these conditions which are beyond her control.

So … I will try again in a few days and hope for better results. Luckily we have a couple of weeks before our trip.

But seriously folks, Disney has problems. Big problems. There is no way to deny it.

 

[meremac]

Unfortunately, whatever system is used for Disney Rewards cards or Disney gift cards was not working right now, and she could not process my payments.

Ooh...that's not accurate, at least not for Disney Gift Cards. I just processed some yesterday and today for clients (a few moments ago in fact). I think she gave you faulty info.

 

[JoJoGirl]

Ooh...that's not accurate, at least not for Disney Gift Cards. I just processed some yesterday and today for clients (a few moments ago in fact). I think she gave you faulty info.

She said the problem was on and off, not every time, but had been happening frequently.

ETA: And I double checked both my cards, no problems with either of them. I will say that right before my January trip, I had another unexplained gift card processing failure - with a valid loaded card, which I wrote off at the time as a one-time glitch. So not an isolated incident.

 

[Jennasis]

Don't forget. When you call Tech Services you have to know the secret password to get through to a human who can actually help you.

I'm not kidding.

After calling tech services and answering all the various prompts, I was put through to a VERY put-off CM who told me I have to answer "CHANGE PASSWORD" at the voice prompts To be put through to IT regardless of what your actual problem is.

Legendary.

 

[PurplePigment]

I think they should at least have the common decency to make a longer music loop since they have to know people are regularly on hold for way longer than two go arounds.

Then again, I could swear Iago's song from the Tiki Room redo was on it at some point but has now disappeared, so maybe I should just be grateful the current loop doesn't have any intolerable songs.

 

[js]

I had to call again and asked again to be put in virtual que for ticket escalations.
I did the prompt "PH". I am one but when I first said "other" yesterday, it gave me another number to call and dropped me.
Now I just say the first thing, which is Passholder. There is also a prompt for questions regarding FastPass, yes that is correct.

 

[Davey Jones II]

I think they should at least have the common decency to make a longer music loop since they have to know people are regularly on hold for way longer than two go arounds.

Then again, I could swear Iago's song from the Tiki Room redo was on it at some point but has now disappeared, so maybe I should just be grateful the current loop doesn't have any intolerable songs.

The bolded should be reported as a human rights violation...

 

[AC7179]

In other news, I emailed in December because I couldn't book my park reservation dates. Disney didn't email back promptly, so I asked you guys. It was a browser issue, I fixed it and was able to continue and honestly forgot I'd emailed Disney. Until I received a reply to my email, two months later, with the wrong answer. Me Dec 7, 2021, 4:26 PM EST Hi, we will be at Disneyland and staying at the Grand Californian from March 7-11th. The only days available to make theme park reservations are for the week of March 1st. I can see that other dates are available on the big calendar though. What do I need to do in order to make reservations for the parks the days we are going? Reservation number:xxxxxxxx Phone Number:555-555-5555 Disney Employee (Disney Parks) Feb 10, 2022, 6:44 PM EST Hello X, Thank you for contacting the Disneyland® Resort in California! We are sorry for the delay and want to thank you for your patience. Park reservations can be booked up to 120 days in advance. It is on a rolling calendar. So reservations can be booked 120 days, from the day you are wanting to visit. So it just wasn't loaded in the system. It was a bit too far out. So, if you haven't already, you can now check for the availability for your dates. That can be done on the Disneyland® Resort website or the Disneyland® Resort app. We thank you for choosing the Disneyland® Resort. Have a Magical day! Disney Employee Disneyland® Resort Online Sales & Service

 

[js]

They put my in the que but an IT person answered, not ticket escalations.
Now she put me back in a que with a hold time of over two hours.
I specifically and kindly asked quite a few times to please make sure I was being transferred to Ticket Escalations.
I basically was picked up by IT and put back in que for IT.
OMG.

 

[Airb330]

I too had a recent nightmare of 6+ hours to book a cabana. The whole experience was wrought with dropped calls, wrong information etc. I did not get the cabana I was 99.9% done booking on the first call. I am sorry but not surprised to see others struggling

Disney needs to allow more things to be done online (with a working website) and obviously hire more call staff.

 

[Figvention]

I had to call again and asked again to be put in virtual que for ticket escalations.
I did the prompt "PH". I am one but when I first said "other" yesterday, it gave me another number to call and dropped me.
Now I just say the first thing, which is Passholder. There is also a prompt for questions regarding FastPass, yes that is correct.

I have a simple question, would you buy a car from a dealer if they treated you like this? From the sound of your vacation spending, you investing the sort of capital that some folk would spend on a "nice" used car? Would you take this kind of customer service from a contractor working on your bathroom remodel (about the same cost)? I'm gonna say the answer is "no"...

I just can't fathom how a Mickey Waffle can allow people to roll over for this sort of service. You deserve better, but your literally helping build the mousetrap.

 

[ILoveMyDVC]

I finally got thru to an actual IT human being after 3 hours today and about 9 hours in total this week over 5 calls. The person was able to resolve my IT issue after a bit of work.

While this was very frustrating to me, and to all of you also on hold, I am trying to be patient with businesses and the economy. The many disruptions to "normal" are likely to go on for awhile yet. I appreciate businesses who are trying hard to work thru issues of labor shortages, supply chain issues and public health issues. Things are still tough. If Disney (and other businesses) are still having trouble like this by this time next year I will start to complain more directly.

Good luck to the rest of you.

Disney's IT has been horrible for years

 

[js]

I have a simple question, would you buy a car from a dealer if they treated you like this? From the sound of your vacation spending, you investing the sort of capital that some folk would spend on a "nice" used car? Would you take this kind of customer service from a contractor working on your bathroom remodel (about the same cost)? I'm gonna say the answer is "no"...

I just can't fathom how a Mickey Waffle can allow people to roll over for this sort of service. You deserve better, but your literally helping build the mousetrap.

My simple answer is, it depends. If I REALLY wanted the car and the driving experience with it, maybe. I would have to weigh the outcome for me with that experience.

I do know once I'm done with what hopefully will get rectified, I will have a fabulous vacation. Actually, I could live with this "issue" but I want it fixed to save me time while on my trip. Putting up with this issue for three days is not acceptable, but the outcome for me will outweigh this experience.

Thank you for asking, I appreciate your question.

 

[Grumpy by Birth]

Don't forget. When you call Tech Services you have to know the secret password to get through to a human who can actually help you.

I'm not kidding.

After calling tech services and answering all the various prompts, I was put through to a VERY put-off CM who told me I have to answer "CHANGE PASSWORD" at the voice prompts To be put through to IT regardless of what your actual problem is.

Legendary.

You have to say it like this...

 

[soniam]

I need to call at some point to have my son added to the pin section of the MDE app; only DH and I are there. However, DS is listed on the website in the pin section. Both show him as a friend & family with tickets and reservations. I manage the account; he doesn't have a separate MDE account. I wouldn't bother, but we think this is causing an issue with him not being able to charge to his MB. Twice I have had to go to the front desk at the hotel and have them enable it. Each time they have said that I need to setup a pin for him, which I had already done years ago. I checked again both times, and he was there on the website. I had never checked it in the app though. I am reluctant to call, because it's faster to go to the front desk at the hotel each time

 

[Figvention]

My simple answer is, it depends. If I REALLY wanted the car and the driving experience with it, maybe. I would have to weigh the outcome for me with that experience.

I do know once I'm done with what hopefully will get rectified, I will have a fabulous vacation. Actually, I could live with this "issue" but I want it fixed to save me time while on my trip. Putting up with this issue for three days is not acceptable, but the outcome for me will outweigh this experience.

Thank you for asking, I appreciate your question.

My only retort is I hope you never yell at a barista, secretary or waitress because your coffee/email/food is 5 mins behind schedule. Sociology says most people are only kind and accepting when it benefits them. I'm not kind and accepting enough to be treated this way as a consumer, you must have a lighter soul (or heavier pocketbook) than I do. My dollars don't go far enough to be handed out to those who don't value me. Well played.

 

[HeartTink]

I am not happy that others are experiencing difficulty, but at least I don't feel so alone! I am now at 3 hours on hold, having spoken extremely briefly to 2 cast members that spent about 3 minutes on my issue and passed me along. I am extremely nice to the cast members, because it is not their fault. But, come on, Disney, you can do better. Cut some of those extremely cushy salaries at the top and hire some more people to pick up the phone. Thanks for providing a space to vent, so I can continue to be pleasant if and when my call is answered.

 

[js]

My only retort is I hope you never yell at a barista, secretary or waitress because your coffee/email/food is 5 mins behind schedule. Sociology says most people are only kind and accepting when it benefits them. I'm not kind and accepting enough to be treated this way as a consumer, you must have a lighter soul (or heavier pocketbook) than I do. My dollars don't go far enough to be handed out to those who don't value me. Well played.

Why would anyone yell at any adult?

I was on hold over 20 hours the last three days with absolutely pleasant CMs who either dont know how to do their job or has Disney IT and phones to blame, maybe both but I never once thought to yell. If someone was yelling at me on the phone, it would, and has, magically hung up.

I am def not a lighter soul but I weigh my options and forge ahead, or not, accordingly.