Go ahead and Send those emails to disney!

[catne]

Because YES, Virginia, there is a person reading your emails at Disney...and responding.

I do want to say that when this stuff happened in the park, I did mention the issues to the ride personnel involved...and got what I felt was a fairly lame apology (Like "sorry that happened to you" with no suggestion that it just might be poor customer service or bad procedures to do it that way. Since we had first-time guests with us, I was not about to waste their valuable park-time by going to Guest Services on the opposite end of the park, so instead, when we returned home, I sent a politely worded, but very detailed email to Disney customer service.

First I got a mostly-canned-email reply...except for the first line which thanked me for being such an extremely loyal Disney customer (In the email, I had mentioned we had been there 30+ times in the last 5 years...so a live person did read that email...and at least inserted one personalized line.) The canned response said how seriously they take correspondence from customers and someone on the customer service team would respond either by email or phone within 12 business days.

So just now, got a call from a real person...and she apologized profusely for my experience on a recent trip. And she said that my two negative experiences should not have happened at all. She said both attractions' managers were being contacted and given the details about incorrect procedure and/or the need to review procedures to see that this does not happen again to anyone. She apologized again, and asked if there were any other issues I would like to discuss...and hopes to see us again, soon.

So, bravo Disney...it's good to know they DO follow-up on these things.

 

[mousehockey37]

Even though you've been there lots, your first line in the response was still somewhat "reply to all".

The fact that you received a phone call is nice, but is that all they talked about? Did they get your full story on it? Do you have the name and extension of the person you spoke with?

It seems as though their telling you that they've talked with the ride managers and such, um, yeah, they do that daily.

If you would've gone to Town Hall and complained right away, you could've gotten at least a FP or a Mickey Ice Cream, lol. (As I have seen from others who have lodged complaints).

 

[AquaDame]

If you would've gone to Town Hall and complained right away, you could've gotten at least a FP or a Mickey Ice Cream, lol. (As I have seen from others who have lodged complaints).

And what does a Mickey bar or ONE FP do though? I'd much rather give them a paper trail and something to refer to than an in the ear and out the other complaint. Even if its just being thrown on a 'negative' pile, surely they can see it piling up.

 

[maxiesmom]

And what does a Mickey bar or ONE FP do though? I'd much rather give them a paper trail and something to refer to than an in the ear and out the other complaint. Even if its just being thrown on a 'negative' pile, surely they can see it piling up.

I'm not sure what good giving them a paper trail does. If it is complaining about something like FP+, then yes, I'm sure they have plenty of people complaining. But that does nothing towards improving the vacation at that time.

I'm a big believer that if it is important enough to send off an e-mail about, it is important enough to spend 15 minutes in the park trying to get the issue rectified.

 

[AquaDame]

I'm not sure what good giving them a paper trail does. If it is complaining about something like FP+, then yes, I'm sure they have plenty of people complaining. But that does nothing towards improving the vacation at that time.

I'm a big believer that if it is important enough to send off an e-mail about, it is important enough to spend 15 minutes in the park trying to get the issue rectified.

But thats my point. A Mickey Bar or one FP is not rectifying the issue, nor can that CM at Guest Services do anything at all about the issue. You have to make enough noise that it goes up the chain, and having actual letters to hand over vs. "15 people complained today" seems to be more useful.

 

[catne]

I already mentioned one of the reasons I did not go to the front of the park when these happened: it would have taken far longer than 15 minutes to get there, make the complaint and get back to where I wanted to be...more like an hour round-trip. We had 1st-timers with us who wanted to "do it all"...we did not have an hour to spare, really! I am a firm believer in not wasting vacation time addressing a situation that has already happened and is not likely to happen again to me on that same vacation.

And I certainly was not going to complain with the expectation of getting some sort of compensation...lordy, I am not a member of the gimme society

My reason for addressing the issue on my own time later was so that the procedures could be reviewed and re-training done if needed in order to insure that no one else had that particular bad experience.

I spent years in management (and ran my own business for about 20 years) so I know a paper trail is a good thing...and yes, it is harder to ignore when there's a trail.