Grouchy CM this AM?

[marksmith]

Don't know if it was due to AP phone traffic this AM, but I just encountered a very non-disney friendly CM. Called to check on AP availability for our Easter week trip and was advised it was available after 4/15-ok no problem.

Asked if AAA rate might be available-she responded quickly with it's not available either. I asked how she was able to check so quickly. She responded that it looked like I had inquired previously ( I had) and she was sure it was still not available. I persisted, so she reluctantly agrred to look, but demanded my AAA #(which I gladly gave her, although I have never been asked before).No room discount-again, no big deal'

I asked her to verify a room request, which she made clear was an imposition, and read back our request, but added-boy thats alot of requests. we can not quarantee anything. I politely replied It was only 2 requests-a certain longhouse with 3rd floor balcony room(again I have never been questioned before about such a benign matter)

Finally, I jokingly suggested she was a little edgy this AM, to which she responded with a quick hangup-oh well!

 

[Drake]

Please call back and ask to speak to a Supervisor....I did. The same thing happen to me this morning...(see AP Discounts thread). After the first rep hung up or disconnected our phone call I called back....got a very nice representative...and got my AP Discount where the first rep told me there were non available!

I called back and asked to speak with a supervisor....who was very nice and was checking phone records to see if she could find out who the rude representative was that I spoke with the first time.

This should never be in any hospitality business....let alone Disney.

Try again with your requests.....you never know.

 

[lorianndi]

I had a similar experience with a CM a few weeks ago. The woman was very crabby and just down right rude to me. So, when I got off the phone I shot off an email to Disney about it, expecting nothing to happen. I had gotten a few emails from someone in customer service saying they would like to speak to me. Well, Saturday afternoon I got a call from Disney apologizing to me and saying this was unacceptable. They were very interested to find out who this woman was because they said she will get into trouble. I'd send an email:
wdw.guest.communications@disneyworld.com

It may take a while, but you should get a response. The woman who called said she wished more people would take the time to send a letter if they had a problem.
Lori

 

[CanadianGuy]

Everytime I call .. I write the down the name they say at the beginning of the call.

This allows me to be nice and thank them by name at the end of the call..
(IE: Thank you very much Beatrice-Lynn.. you've been so helpful today I really appreciate it)

OR

This allows me to speak a supervisor about them specifically.
(That *&$%# Beatrice-Lynn hung up on me!)

Either way.. spreading magic or not.. I write down the name.

J

 

[chatty]

I got thru at exactly 7:10am this morning and I had the house phone and the Daughter had the cell phone..I was hoping to see who could get thru first and Thank Goodness because the lady that I had said there were NO discounts and I asked her sweetly if she could check and she said I SAID, There are NO discounts for April and before I could say another word she hung up on me! Thankfully the Daughter had gotten someone else and she had gotten our 3 rooms thru the Grand Gatherings at the WL Woods View. Wow! if she was not on the phone at the exact same time I might had missed out. I wonder WHY, would someone be so rude they get paid to help us. This is their job, Shame on Them..
Chatty

 

[Kata]

Every time I call they ask me to participate in a survey after the call so I think they are very interested in the customer service of their CM's. It is so funny a couple of times the CM wouldn't hang up so I could do the survey,they just said can I help you with anything else? Don't the CM'S know about this survey? Don't you think they would be on their best behavior? Most of the CM'S I have had were okay,some are definetely better than others. I did have one guy tell me there were no AAA rates after March when I called recently,wrong answer I already had one for 12/07 needless to say he didn't score very high on the survey.

 

[WDW1st-timers]

So sorry to everyone who has had a bad encounter with a CM. Thank god I haven't came across one yet.

 

[Vickie46]

they pick everyone for that survey.

 

[rcraw45425]

Here's a funny one: I have turned down the survey so many times it's not funny. Well, the other day I opened the mailbox and pulled out a post card fromWDW. I was so excited, it had been so long since I had received one. Imagine my disappointment when I saw that it was asking me to PARTICIPATE IN A SURVEY! Well, I went ahead and did it, it was asking how my reservation conversation had gone. Grrrrrr!

 

[auntie]

I had a conversation with two reservationist yesterday..both of whom were rude. First one was annoyed because I told her that the e-mailed confirmation I had received had incorrect dates. She told me that their was a "glitch" in their system, and the dates were probably correct. I had to ask her to check them. She did..and she was right..they did have the correct dates. I asked for a hard copy of the reservation, to which she replied that they don't do that. I told her..if I didn't have a computer and e-mail address.. I'm sure they would have mailed a hard copy. She then indicated that her system doesn't allow her to do both..an e-mail and a hard copy. So I said send me another e-mail with the correct dates. I have to tell you..I was NOTHING but polite to this woman..who was quite abrupt..and obviously annoyed. Didn't like it..but went on with my day..to find later when I checked my e-mail that I had received another confirmation...with yet again..incorrect dates. Of course I called back..and had the same conversation with yet another irritated reservationist. Heard again about the "glitch"..which is wierd if you ask me. Told me that I don't need anything...just show up with my license on the day of check in..they have everything in the computer. After having read a thread on another board about a poor woman who showed up at the WL with her family and a hard copy of her reservation..only to be told they didn't have a room for her.:sad2 I wasn't about to have nothing..or a printed e-mail of a confirmation with the wrong dates..what good is that to me if I have a problem checking in. She suggested(not so nicely)..that even if she sent me a paper copy that day..it would be incorrect because of the "glich"..to wait a week and call back. I think that's NUTS! I haven't sent my deposit..and will not until I receive a confirmation that has the correct days of arrival and departure. I tell you doesn't make you want to jump on a plane and fly to the happiest place on earth..after dealing with the "glitches"..and the CMs

 

[ang]

I am lucky, I had really nice cs members when I called. But it seem everytime I call in the morning, their computers are always down. So, I will call them back or they offer to call me back..

 

[auntie]

Spoke to another reservationist again this morning. Still had not receiveved e-mail confirmation with the correct dates of arrival and departure. This woman knew what I was going to say before I finished my sentence. Again she checked, and they have the correct dates in their system. System was VERY slow. She is sending me hard copies..no problems..or frustration expressed. She was pleasant. She did mention the computers are very slow..and it's a Fri. Perhaps that is a day with higher call volume?...don't know. The problem with the dates has been widespread. She also checked different dates fo me a different resorts. Looked for a pin associated with our name for another time period. Nothing..but at least she took the time to look. In any case...better response from reservationts today than the last two days. I'll feel better when I do receive either a hard copy or even another e-mailed confirmation with the correct dates in black and white..so as not to trust what's in the system..which seems to be having it's share of problems lately.