Good Customer Service+++++++++

[webmomom]

I just wanted to post this as there seems to be a lot of negative things being said about the customer service at WDW.

We are Florida residents and have the Disney Dining Experience Card. It expired and I had not been sent a renewal form. I called and nenewed it over the phone and the person I talked with offered to send me a letter to confirme this in case we would be going to WDW before the actual card came. We recieved the letter withing days.

I had not received the card yet and the letter had a expiration date on it as of today. We are planning on taking a short two day trip up next week or the following week. Too much hurricane stress.

I called them to day to see what could be done. The person I spoke with was wonderful. she checked everything out and then offered to email a new letter with a different expiration date till the end of Oct.

It really made my day. No problems, just helped me. I am really happy right now and can't wait till be go.

 

[tarheelmjfan]

I too have experienced wonderful customer service lately. I called yesterday and today to make PS's and the CM's were very chatty and friendly. I was also checking availability at FW for Christmas week, which I have been doing for a couple of months now. The CM voluntarily checked each date the entire week, without even being asked, and chatted all the while. Unfortunately, she had no luck either. On a side note, while I was waiting 40 minutes for Disney Dining to pick-up, I was thinking that I feel sorry for the poor CM's who inevitably have to deal with the wrath of those who are upset at the wait. They really need to do something with that system. It's obvious that the new one just isn't working.

 

[webmomom]

I know what you are talking about with the phones. I just put it to the fact of the hurricanes and keep trying. Then I left a message and we played phone tag. Everything has worked out great.

Actually right after I posted this thread I checked my email and the letter was there. The person I talked with was very quick to get me the response.

 

[Princess Michelle]

It's always nice to hear about the good service people have received.

 

[jwfla422]

Thanks for posting Webmomom! I too have one of those letters! I didn't realize there was an expiration for using the letter...I just figured it would be fine if we didn't get our cards before our trip (which is 2 weeks away).

I'm glad you posted about this because I would have been quite upset if I had this one with me and didn't know I couldn't use it and didn't have my card yet! I just left a message for them to send another letter. I think they may be a bit behind with all of the card ordering because of those uninvited hurricanes. It's to be expected! Rosa there is especially helpful and reliable.

 

[webmomom]

I also dealt with Rosa. She was so helpful. If you look in the first paragraph last line it will tell you when you letter expire.

I see you are also from S. Florida and Philly, so am I. Actually Northeast Philly.

 

[jaygatz]

to hear good comments. Let me add my kudos to Disney Guest Relations--several weeks ago, I had a terrible experience trying to use "gift certificates" to book a quick trip. I wrote a letter and emails. I received a phone call with an apology from the executive offices. Plus, they gave me $50.00 in Disney Dollars for my trouble...you gotta love that

 

[chyam]

Originally posted by tarheelmjfan
I They really need to do something with that system. It's obvious that the new one just isn't working.

I just wrote them an email today about their system. I told them that I think they could cut their phone wait times in half if they would just quit with the questions........you know the ones once you finally get a person...how many visits, date of last visit etc etc. I told them that I would think that stuff would be in their system already since they ask the same ones each and every time and if it is someone new that should show up also, especially since you give your phone number. What irks me is when you call to ask if such and such is available for such and such dates. Just tell me if there is something available then ask the questions, if there is nothing available for those dates then what is the point of all the questions? I really think they could streamline their system and cut our wait times considerably. I know they use it for marketing but geeeeeeez everytime I call it is just question after question if they are using it for marketing then they should have most of that info in front of them on their computer screens. I do realize that the first 3 minutes is important especially at this time when people are trying to figure out if it is safe to come etc. but there should be a way to bypass that if you have heard it 10 times or you just are not interested. Steamlining would be great especially when many of us are calling several times trying to get codes etc. I just can't figure out why a company as large as Disney has such a lousey phone center and internet reservation system. You would think they would be above and beyond anyone else............sorry for the vent

 

[danny1649]

Good reports like this ,thank you for sharing.

 

[tarheelmjfan]

chyam,
I agree that the questions shouldn't be asked unless you get the PS or reservation.

While I was on hold, I was thinking that it would be nice if the computer would cut in on the music to let you know when the quota of PS's was filled for the restaurants such as CRT, PSB, Cruises, etc. That could save alot of unnecessary holding on line. Just a thought.