I enjoy reading threads like this and getting the good and the bad. One thing that I like to point out, no matter who you use, you have different levels of service ANYWHERE you go. If you aren't happy with an agent you should request another one. We have seen glowing reviews of Dreams, YMJ and Small World and we have seen not so glowing reviews on all of them.
How many times do we hear about people calling Disney directly and getting a cast member that was less then helpful, rude, etc. Everyone on the boards always says to call back and get someone else. Well if you want to still use THAT
travel agency ASK FOR A DIFFERENT AGENT. Whether it be Dreams to support this site, Small World to support Mousesavers, etc.
Do you have a favorite restaurant, store, etc you go to all the time? Have you ever had one person that you never wanted to wait on you again? Do you never go back to that place because of that one person? Or do you go back and ask for that person NOT to take care of you? We have a restaurant near us that we go to often. There is one waiter that we have had three times and all three times we weren't happy at all with his service. Now when we go and he is there we ask NOT be seated in his area. We won't stop going to the restaurant because we really like it, we just weren't happy with one person there.
Everyone has a right to good customer service but let's be realistic you don't always get it. Even at places where you normally do you will run into a time that you don't
Personally if I am not happy with service I contact the manager, owner, or whomever is the person to contact. How will they know that something is amiss if they don't get feedback. For those of you that haven't been happy with service from any of the Disney specialty agencies contact the owners to let them know, this way someone else won't get the bad service you did.
There was some posts a while ago about a DU agent that everyone was complaning about through these boards and since Dreams OWNS this site they were, of course, aware of it. She is no longer with the company as per those posts. Dreams had said that they had many complaints about her
I worked in customer service for many many years and let's face it there are times you are just having a bad day. I had a job where I had to do research for people and get back to them within 24-48 hours. There were times where I got back to them within a couple of hours and times where it took 3-4 days depending on the work load.
Be realistic people, if the agents have been on overload with request, which I imagine they do when there are discounts or when all of the new packages came out. You can't expect them to answer all of the request and questions within a couple of hours during these times
At least all of these agents are in the U.S. and working here. How many big companies outsourced their customer service and tech departments to somewhere overseas? I had to call Dell the other day for a computer problem and after being on hold a ridiculous amount of time to get a live person I got someone in a completely different country. I didn't have the luxury to just send an email or leave a message for them to get back to me.
Just my 2cents
