FP+ Frustrating

[caralyn817]

I just have to vent that this FP+. I have become very frustrated with this new system. Several weeks ago my daughter's pass wasn't linked to the Magic Band. They took about 30 minutes to fix the problem. I was able to reserve Fastpasses for my whole party. Now, I went in and checked yesterday and they were all there. Today, I went to make some changes to times and guess what...SHE'S GONE! ALL OF HER FASTPASSES ARE GONE! She's still linked to our reservation, ADRs, etc. I just got off the phone with them for over 40 minutes and they said they don't know how to fix it. GREAT!?!?! Sorry, I want the old Fastpasses back. This stinks!

 

[Auntie Sherry]

Sorry to hear that . I agree with you

 

[caralyn817]

I think the most frustrating part is the fact that they can't help me.

 

[Luscien]

I think the most frustrating part is the fact that they can't help me.

There is an option people were talking about to copy fast passes. Is that an option for you?

 

[caralyn817]

The gentleman said something about trying to copy them, but it's not working. He doesn't know the issue. I might try to call back this afternoon and speak to someone else.

 

[3happydancers]

Wish I had a solution op. I am very sorry you are having this problem. Besides calling, I'd write to quest relations to let them know about your problem.

 

[cvjw]

Had about the same problem with my mother disappearing from my MDE account - her ticket and all of her FP+ reservations just vanished. DVC member services could not fix it after multiple hours on the phone with them. They had to send my case to Disney IT to fix. After a couple of days, my mother and her tickets and FP+ reservations were reinstated. Although now, her FP+ reservations are different from the rest of ours by 10 to 15 minutes every day. I have a feeling that when we actually get to Disney, we are going to have major problems - I hope not, but it is Disney we are talking about.

 

[DisMN]

OP I'm sorry you're just another one of the experiments on this miserable "new" program. We too had major major issues with the app, with the tickets/fastpasses, Magic Bands with finally a complete inability to use the app after having spent (over the first 4 days of our trip) 5-6 hours with guest services. We had to completely depend on fussing at the guest service desks for fastpass and dining reservations.

They also could not help us in the end and I have noooo idea how to go about getting any of this fixed. We're DVC owners and have annual passes but are completely up a creek with regards to making FP reservations and even dining Ressies and maybe room reservations going forward. Hate the whole silly new game they're playing and still can't fathom what issues anyone ever had with the old fastpass system.

They don't seem to be getting the fact that there are many many people who are locked out of the app and left hanging. I think that's aweful...and what a crummy way to start our vacation.

Good luck...I hope you can get your issues ironed out soon!

 

[sunkissed4]

Sorry to hear this OP, it's very frustrating. We had some of the same issues way back in September, I was hoping they'd be fixed by now.

 

[3happydancers]

We will be going down the end of August and I dread the possible problems we can encounter. I know some have had great vacations without a single issue but I also know there are soooo many who have spent countless hours during their stay trying to get problems fixed.

Disney keeps saying they are in the testing stages but what I'd like to know from them is if they have a deadline. Is it another few months, years or whenever? How long are people expected to put up with blips and glitches? How long is too long?

People paid thousands of dollars for a product Disney cannot seem to deliver to ALL guests because it is not in full working order. Why does Disney think this is ok? Please understand, I am not bad mouthing the new FP system or arguing to bring back the old system. I am questioning Disney's integrity. They continue to reap the benefits while delivering a defective product which is wrong. While my family loves Disney, we do not love that Disney is taking advantage of their visitors. At least this is how we see it.

 

[Hopefully]

We will be going down the end of August and I dread the possible problems we can encounter. I know some have had great vacations without a single issue but I also know there are soooo many who have spent countless hours during their stay trying to get problems fixed.

Disney keeps saying they are in the testing stages but what I'd like to know from them is if they have a deadline. Is it another few months, years or whenever? How long are people expected to put up with blips and glitches? How long is too long?

People paid thousands of dollars for a product Disney cannot seem to deliver to ALL guests because it is not in full working order. Why does Disney think this is ok? Please understand, I am not bad mouthing the new FP system or arguing to bring back the old system. I am questioning Disney's integrity. They continue to reap the benefits while delivering a defective product which is wrong. While my family loves Disney, we do not love that Disney is taking advantage of their visitors. At least this is how we see it.

I disagree. I don't think Disney has delivered a defective product or is taking advantage of visitors. They have clearly stated that this is a test phase.
Delivering a new product of this magnitude is difficult. I don't believe there is anyway to replicate the volume of activity they need to test with an another way.
All new products are "delivered" with defects. It is the way of software. The only way to uncover some is by end user testing.
When Ford first delivered the Focus, it had defects. Look at the patches Microsoft does on a routine basis.
I'm not saying it is not frustrating when you encounter a problem personally, I am just saying it is what they said it is and it is in no way deceitful or unethical.
Sorry it is frustrating to you.

 

[Golf4283]

try completely logging out of the website from your computer, apps (if you have them).

A lot of people were having problems with this yesterday when they updated the MDE app. A simple log out and log back in fixed most of the problems.

 

[Golf4283]

Edit: double posted

 

[Ofinn]

We will be going down the end of August and I dread the possible problems we can encounter. I know some have had great vacations without a single issue but I also know there are soooo many who have spent countless hours during their stay trying to get problems fixed.

Disney keeps saying they are in the testing stages but what I'd like to know from them is if they have a deadline. Is it another few months, years or whenever? How long are people expected to put up with blips and glitches? How long is too long?

People paid thousands of dollars for a product Disney cannot seem to deliver to ALL guests because it is not in full working order. Why does Disney think this is ok? Please understand, I am not bad mouthing the new FP system or arguing to bring back the old system. I am questioning Disney's integrity. They continue to reap the benefits while delivering a defective product which is wrong. While my family loves Disney, we do not love that Disney is taking advantage of their visitors. At least this is how we see it.

In the five years we have been going to Disney they have never had a website that worked properly. I don't have a lot of faith that this is going to be any better. I must have made 12 calls to the IT dept. before our Sept trip, and they were never able to fix the problems. It's very frustrating to spend thousands of dollars on a vacation, and have all these problems.

 

[ougrad86]

In addition, I've noticed that sometimes the website seems more complete than the app. But someone from IT should be able to get her set up with FP's to match yours. Even if they are out of FP's for that time period, they can override the system to allow it.

I have gone crazy making screenshots and copying images of the web site. That way if we lose it, I have some sort of documentation.

 

[babydoll65]

Imo, I feel this system has the potential of being great and I don't feel disney is intentionally trying to ruin vacations but when you run into this sort of issue which has been an ongoing problem I don't think telling a customer, sorry but we cannot fix you problem is an acceptable answer. This is not a new glitch and the cm should have been able to redirect you to the appropriate dept. If I was to spend that much time on the phone I would expect the problem to be fixed.

 

[MickeyOCD]

I had the same prblm in Jan. my kids tix & FP's disappeared. Concierge fixed it (after 30 min), we walked to EPCOT, & my DH & my tix are no longer on the MB's (our FP's are still there). Enter (cause we have actual hard tix) go to a kiosk, they ad us back on. Ride a ride & notice the kids FP for Soarin is 3 hrs after mine & DH's. Go abck to kiosk. They can't help but give us a Guest Relations FP to use on any ride we want. 2 days later, kids tix & FP's are gone again. I plan on printing out my FP's to keep with me. I won't enter without my hard ticket or without cash (wouldn't let me charge to my room either). This system is extremely buggy & I'm not gonna get caught nit have cash to eat or walk back to my room to get my hard tix media.

 

[3happydancers]

I disagree. I don't think Disney has delivered a defective product or is taking advantage of visitors. They have clearly stated that this is a test phase.Delivering a new product of this magnitude is difficult. I don't believe there is anyway to replicate the volume of activity they need to test with an another way.
All new products are "delivered" with defects. It is the way of software. The only way to uncover some is by end user testing.
When Ford first delivered the Focus, it had defects. Cars are recalled all the time to repair the defect.


Look at the patches Microsoft does on a routine basis.
My point exactly. Where has Disney patched or fixed these problems? They are still occurring. It's been a year and still nothing, yet they continue to implement the next phase. How do you move forward without first dealing with the issues at hand?

I'm not saying it is not frustrating when you encounter a problem personally, I am just saying it is what they said it is and it is in no way deceitful or unethical.
Sorry it is frustrating to you.

So, at what point does one say, enough? One year, two, or should Disney be given an indefinite period of time while all along selling vacations promoting the wonders of the "Magic"? And what do you say to those whose vacations were spent at guest service lines for hours trying to fix blips and glitches to no avail. These are not small, isolated problems. I think it's wrong to continue in a direction that has shown little to no improvement.

Disney just keeps saying they are testing. They do not tell people the many problems they have encountered and that they have not been successful in fixing these issues. Just today, I had to call about my upcoming trip, and once again I had a cm promoting how wonderful this new system was and that it was going to make my vacation so much easier. Really? Not once was I informed about the existing problems. Maybe I will be one of the lucky ones, but by no means am I fooled that everything is just wonderful. And by no means should Disney continue to tell patrons that. So yes, in a way, they are misleading people, even if you don't think so.

 

[3happydancers]

Imo, I feel this system has the potential of being great and I don't feel disney is intentionally trying to ruin vacations but when you run into this sort of issue which has been an ongoing problem I don't think telling a customer, sorry but we cannot fix you problem is not an acceptable answer. This is not a new glitch and the cm should have been able to redirect you to the appropriate dept. If I was to spend that much time on the phone I would expect the problem to be fixed.

I think you're right, this system has great potential and I don't think these problems are intentional, but I don't think Disney is handling the situation properly which has me questioning their integrity. Certainly telling customers sorry but they can't fix their problem is unacceptable, having patrons spend countless hours with guest services when they should be enjoying their vacation, and having customers continuously stand in line every other day for the same problems they thought were fixed on a previous day is unacceptable. At this point, I think Disney needs to step up to the plate.

 

[caralyn817]

I spent several hours of the phone with them yesterday and they still couldn't figure out what is wrong. I'm just to the point where I am throwing my hands up and not really caring about FP+ anymore. They told me to try and take care of it when we get there. Seriously, I don't want to spend majority of my time and my family's time in line trying to get this fixed. I logged in a little while ago and noticed that my daughter now has 2 accounts, but neither are linked nor can they be linked. The second they created while I was on the phone. It's so frustrating.