Duped Again No longer a fan of Disney- Resolution page 6

[mickaholic4077]

Good for you!!!

 

[liv4diz]

Glad everything worked out! have a great trip!!

 

[estherhead]

Perfect. And congratulations.

 

[Amy&Dan]

OP: Glad it all worked, out, you will love ASMO. And their pool was refurbbed last summer, so you should be quite safe! Have a wonderful trip.

 

[DisneyDad in PA]

Why I love capitalism, if you get sub par service you can not go. I don't mean that in a condescending way, it is how I feel. I for example will never go to Disney again because of their fascist smoking policy. I don't smoke, but I resent the policy that much (as being immoral). There are plenty of other places to go where they will treat you the way you expect to be treated, go to them.

Disney may have set the example, but it has been copied by so many. They no longer have a monopoly. Ironicaly Disney has been copying other parks now to save $. Look what they are doing to the menus and what not.

My next vacation, VEGAS! (or maybe Wisconsin Dells).

I just posted a reply to you on another thread about the hurricane policy. I posted Disney's Hurricane policy thinking I was helping you out. I thought you were going on a grand gathering? Did you cancel?

 

[swalke6]

You cannot tell me that Disney did not KNOW that this refurbishment was going to happen back when you made your reservations. Renovations require planning and budgeting.

I worked in disputes and customer service in the credit card industry for 15 years. You have a strong arguement for disputing the preferred charge at the very least just based on the fact that they took your money and allowed you to book it knowing full well they weren't disclosing inconveniences.

Quite honestly, everyone who books anywhere around the time of any renovation of a key ammenity should have full disclusure at the time of booking. They have to know that this is going to upset and inconvenience their guests, why not avoid it in the first place by letting guests know before they book.

Call guest relations and ask for a manager. Be polite, but firm. You will always get more from them if you are calm and appreciative, Get their name right away and use it (sparingly) to indirectly remind them that a. you think they are a person & b.that you will use their name when you complain higher. Start the conversation off by saying "Bill, I really hope you can help me." (this usually knocks them out of defense mode and into help mode)

Briefly (write it down so you aren't rambling or raving) state your concerns and why this is an inconvenience.

Ask afterward "what can you do to help me resolve this problem" (If you ask if there is anything they can do you have given them the opportunity to say "no, there isn't anything." Put them on the spot, but in a way that makes them feel like you are counting on them. I

If they offer a token concession but not enough:thank them, but let them know that this is not enough to overcome the inconveniences caused by their construction --is there anything else they can do for you? If they say no, then politely say you understand that they do not have the authority to make further accommodations and you would like to speak with their manager.

Get the manager's name before they transfer you in case they drop your call.

Ask the manager for the same and go above them in the same fashion if needed. Also ask for the Corporate Complaints address. Remind them that they have already acknowledged this is an inconvenience by relocating swarms of others from the same resort. You aren't asking for anything other than what they offered the other guests in your situation.

You really do have to remain calm and polite or they won't budge. They know you aren't going to cancel your trip. (Which you could do for the hotelt and book offsite if this doesn't work out. You would have a strong leg to stand on with the credit card as long as you cancel beforehand and don't try to dispute it AFTER you have stayed there & enjoyed the facility. Call and then write to your credit card immediately though.)

If they do make satisfactory arrangements for you, make sure you are sincerely appreciative and make a point of writing a letter to their boss thanking them. Most customer service departments give incentives for happy customers.

Good luck to you & enjoy your vacation wherever it may take place!!

 

[pinkerbell]

When I posted we had been moved to ASMo, I was not sure if we had been moved to another prefered room or not. I was just so excited to be back at a resort with all pools fully operational I was happy. I did get online and check our reservation and sure enough, we are at ASMo in a preferred location!!!
I will be sure to send a letter acknowledging the wonderful service I received from the woman who helped me, I have noted her name.
I have to say that Disney has improved 100% over last yr in handeling this situation and I will be a much happier guest beacuse of it. After all who wants an unhappy guest holding onto their wallet for two weeks of vaction

thanks again and happy vacationing

 

[mslclark]

Wow, glad to hear the situation worked out for you! Nothing wrong with letting a company know that you're not satisfied with the situation.

I've found in the past that when I have a problem with Disney, I send them a letter via snail mail. I've always gotten a response, usually a phone call. In turn, I try to take the time to write a letter when we've experienced excellent service at Disney too.

 

[DisneyFans4]

I'm so happy that everything has worked out

I too am one that even when I receive excellent service I let home office know about it.

When I've had problems with Disney I also sent an e-mail and sure enough they responded back with a phone call.

 

[Lovinlifesooomuch30]

Well first of all I completely understand that you are frustrated, you won't get flamed from me !!! Not once but twice this has happened to you ! I understand that they have to refurbish. Not much any of us can do about that as the property at Disney is extremely maintained. HOWEVER, they should without a doubt give you a partial refund for your room, OR upgrade you elsewhere WITH your dining plan. In knowing that they would obviously upset their customers at least a little they have two options. Either by giving you something in return that says "hey we know you are spending ALOT of money for your vacation and we want to make it up" or they can be as cheap as possible and turn their backs on the customers who like you have said, have had their money for months. Personally if they would take care of matters like this more often they would have less of a headache. They could have offered several options right up front to accommodate you. Instead they refer to "your future enjoyment." I am blessed to get to go every year but my gosh some people go once in a lifetime. Bottom line they could spend a little to make their customers feel appreciated in this situation !!!


Just read your update !!! That is great and what they should have done in the first place !!!!!

 

[imatoad]

I don't know if any of you are aware that Disney staff monitors all the current forums on the internet to see what people are talking about regarding WDW. They don't post at all but pretty much lurk around the various sites. Your praise as well as complaints are reaching Disney execs., believe me. This is not to say that all problems will be resolved, but they are continually looking for ways to improve on customer service.

 

[TheRustyScupper]

1) Ditto.
2) No flames here.
3) Good luck in trying to get it resolved.

 

[Cee]

No flames from me either. No matter where you go it is very disappointing when you don't get what you expect. On a much smaller scale, I once went to a steakhouse only to be told there were no steaks. Uh? Why do you think I'm here.
Sorry you've been let down, hopefully you have enough time to plan some thing else.

No steaks at the steakhouse!

 

[Charleyann]

No steaks at the steakhouse!

I have been to Kentucky Fried Chicken when there wasn't any chicken!!


Charleyann

 

[Zooey72]

I just posted a reply to you on another thread about the hurricane policy. I posted Disney's Hurricane policy thinking I was helping you out. I thought you were going on a grand gathering? Did you cancel?

No, too much money tied into it now. I just will never go again. But ya, 25 of us on a grand gatherings trip in sept

 

[marivaid]

Glad to know that Disney did the right thing and moved you to ASMO ! No flames for me either. When we booked our first trip in December (starting at ASMO) I read about pool closure that was supposed to end about a month before our trip. I thought we'd be fine. It ended up being pushed back to February ! So, no pool, and we paid for a preferred room only to have to walk all the way around the construction site. I was not pleased.

So when we booked ASMU this trip and I read about pool rehab I immediately thought NO WAY - not again !

Disney seems to have a lot of issues with rehabs, they almost always seem to take much longer than expected and they wait as long as possible before they tell you about it, so that it's too late for you to modify your dates or resorts.

 

[Alpha Omega]

You cannot tell me that Disney did not KNOW that this refurbishment was going to happen back when you made your reservations. Renovations require planning and budgeting.

I worked in disputes and customer service in the credit card industry for 15 years. You have a strong arguement for disputing the preferred charge at the very least just based on the fact that they took your money and allowed you to book it knowing full well they weren't disclosing inconveniences.

Quite honestly, everyone who books anywhere around the time of any renovation of a key ammenity should have full disclusure at the time of booking. They have to know that this is going to upset and inconvenience their guests, why not avoid it in the first place by letting guests know before they book.

Call guest relations and ask for a manager. Be polite, but firm. You will always get more from them if you are calm and appreciative, Get their name right away and use it (sparingly) to indirectly remind them that a. you think they are a person & b.that you will use their name when you complain higher. Start the conversation off by saying "Bill, I really hope you can help me." (this usually knocks them out of defense mode and into help mode)

Briefly (write it down so you aren't rambling or raving) state your concerns and why this is an inconvenience.

Ask afterward "what can you do to help me resolve this problem" (If you ask if there is anything they can do you have given them the opportunity to say "no, there isn't anything." Put them on the spot, but in a way that makes them feel like you are counting on them. I

If they offer a token concession but not enough:thank them, but let them know that this is not enough to overcome the inconveniences caused by their construction --is there anything else they can do for you? If they say no, then politely say you understand that they do not have the authority to make further accommodations and you would like to speak with their manager.

Get the manager's name before they transfer you in case they drop your call.

Ask the manager for the same and go above them in the same fashion if needed. Also ask for the Corporate Complaints address. Remind them that they have already acknowledged this is an inconvenience by relocating swarms of others from the same resort. You aren't asking for anything other than what they offered the other guests in your situation.

You really do have to remain calm and polite or they won't budge. They know you aren't going to cancel your trip. (Which you could do for the hotelt and book offsite if this doesn't work out. You would have a strong leg to stand on with the credit card as long as you cancel beforehand and don't try to dispute it AFTER you have stayed there & enjoyed the facility. Call and then write to your credit card immediately though.)

If they do make satisfactory arrangements for you, make sure you are sincerely appreciative and make a point of writing a letter to their boss thanking them. Most customer service departments give incentives for happy customers.

Good luck to you & enjoy your vacation wherever it may take place!!

So now we are giving advice on how to get free items.

I can speak from experience that when a customer says " I am going to write a letter." it is of no threat to me and my job. They are more then welcome to write, I just ask that they reference our conversation and get my name spelled right. In addition, asking for higher up isn't a sure thing anyway. I normally will not let it get past me and give them additional names. It is of no use since the situation will come right back to me to resolve when the letter is written or I am consulted on the issue.

Keeping calm is important.

Also, with construction it is just that. Planned or not, there is no dispute that you can do with a CC company to get the money back. Anyone can cancel their vacation whenever they want to do so. It is a valid option they have. Using that is a non threat. You cancel and Disney will have another person to fill the room.

I feel that the DisBoards have now become more of a place to share how to "get one over on mickey" instead of being a place to share how to have fun at WDW.

 

[marivaid]

I feel that the DisBoards have now become more of a place to share how to "get one over on mickey" instead of being a place to share how to have fun at WDW.

Mickey is the one getting over when people like me and everyone else that was in the Fantasia building are paying Holiday rate for a preferred room - and getting a view of the construction site as well as having to walk all the way to the back of the resort if they wanted to enjoy the pool.

Just look at what happened with AKL recently.
Disney will not release information until they absolutely have to, and they WILL lie to you on the phone.

 

[tasha99]

So now we are giving advice on how to get free items.

I can speak from experience that when a customer says " I am going to write a letter." it is of no threat to me and my job. They are more then welcome to write, I just ask that they reference our conversation and get my name spelled right. In addition, asking for higher up isn't a sure thing anyway. I normally will not let it get past me and give them additional names. It is of no use since the situation will come right back to me to resolve when the letter is written or I am consulted on the issue.

Keeping calm is important.

Also, with construction it is just that. Planned or not, there is no dispute that you can do with a CC company to get the money back. Anyone can cancel their vacation whenever they want to do so. It is a valid option they have. Using that is a non threat. You cancel and Disney will have another person to fill the room.

I feel that the DisBoards have now become more of a place to share how to "get one over on mickey" instead of being a place to share how to have fun at WDW.

I'm pretty sure a dispute of the "preferred" charges would have been successful, though the OP will never know since Disney finally came through for her.

As for swalke6's advice, I think it was spot on. No one was trying to "get one over on mickey." If Mickey charges for a service like a preferred location, they need to provide it.

 

[Charleyann]

So now we are giving advice on how to get free items.

I can speak from experience that when a customer says " I am going to write a letter." it is of no threat to me and my job. They are more then welcome to write, I just ask that they reference our conversation and get my name spelled right. In addition, asking for higher up isn't a sure thing anyway. I normally will not let it get past me and give them additional names. It is of no use since the situation will come right back to me to resolve when the letter is written or I am consulted on the issue.

Keeping calm is important.

Also, with construction it is just that. Planned or not, there is no dispute that you can do with a CC company to get the money back. Anyone can cancel their vacation whenever they want to do so. It is a valid option they have. Using that is a non threat. You cancel and Disney will have another person to fill the room.

I feel that the DisBoards have now become more of a place to share how to "get one over on mickey" instead of being a place to share how to have fun at WDW.

OT is not taking one over on Disney. Ot paid for preferred room. A room near the pool. Disney took his money for preferred room and cannot deliver. Why Should OT have to pay for something he didn't get?

Charleyann