Has anyone ever gotten a call??

[SusanWasHere]

Hello all!
So the recent comment on the podcast and then the thread on the boards about the change in the breading on the fish in the UK at Epcot really got me upset (LOL it's those little things that make me nuts) I was already holding in a lot of biterness about the change in the school bread in Norway (LOL sensing a pattern here??? )

I sent out an email to Disney about these things, about not understanding these changes that cause such a difference in taste and quality. I also threw in the whole homogenization of the merchandise bc that tends to irk me too

So today I get a voicemail from Disney!!! The woman said she had been forwarded my email from guest communications and wanted to discuss it with me. She said she was going to be sending my comments over to the appropriate places. Then she left a number to call back. I called and they must have been closed So I'll try tomorrow.

The funny thing is, I didn't put my phone number on the email. I'm a DVC member and did mention that in my mini-rant, so they must have looked me up. LOL I am so curious to see what she'll say when I speak to her.

So has anyone else ever gotten a call back after a complaint letter that didn't have to directly do with a recent stay or problem? LOL I know to me that the breading on fish and the crappiness of the new school bread is a real issue, but I can admit that sometimes my priorities are off

 

[*NikkiBell*]

I got that when I was campaigning against the closing of Adventurer's Club. It was interesting to say the least.

 

[SusanWasHere]

Did you have a long conversation? It was just so funny hearing this super-nice Disney voice talking about my concern for fish breading LOL! I look forward to talking. The first thing I thought was that I was going to arrive in 6 days at VWL and be told my waitlist didn't come through after all and that there are no rooms left so I'm stuck going to a value resort. (which normally would be fine, but I want my X-Mas to be at the Lodge haha) I know I'm being way too paranoid!!

 

[GoofyforDisney3]

They changed school bread?!?!? When? I just got to try it last March and I have been looking to it again in January and have even told my friend we had to get one to split while we eat around the world. Not going be happy if all my favorite things start changing. I would rather see them take stuff away than change it to cute a penny or two off there expenses.

 

[safetymom]

I can't wait to hear what she says about the fish. I am the one that complained on the Podcast. I really wish they would bring back the old fish.

 

[disney david]

Sorry posted in wrong thread.

 

[Disneybridein2k3]

We was looking to get free stuff just to complain so they would fix it but it was nice they of them to give it to us. We know stay at boardwalk and so far it been great.

Huh?

 

[disney4dan]

Many years ago we were visiting EPCOT and were asked to complete a survey near Spaceship Earth. I mentioned my displeasure that AP discounts were only being announced about 3 months in advance of the offer dates which made it difficult to plan around work schedules. We were considering a second trip that year in the fall and it was a factor in our decision.

After returning home I was having a busy day at work when I got a call on my cell phone. I did not recognize the area code at first, but when I picked up the call it was a VP from Disney who wanted me to know the strategy behind the discount announcements, that they valued my input, and if I really was considering a second stay that we should seriously consider being on the phone with CRO at 6:58am the next day and mention a certain code! I think we got something like 45% off POR and cabins at Fort Wilderness (decided for a longer trip and two different resorts).

I have also written to complain about the homogenization of resort merchandise and complained that my resort specific coffee mugs were getting pretty worn out from a lot of use. Would not be replacing them with homogenized bland mugs on our next trip.

 

[disneygirl 17]

I have gotten a call from them before. I actually wasn't complaining but more of whining about my situation and asked if they could help.

I purchased an annual pass in December of 2008 and when I got back from my trip I found out I was pregnant. I ended up being on bed rest from February to August when my daughter was born. I couldn't really use my pass...all my trips were canceled. I wrote a letter asking if there was anything that could be done. I understood that it wasn't their fault etc...the executive called me and extended my pass and my husband's pass for 4 more months so we could at least take another trip and feel like we got our money out it.

 

[BriarRosie]

So has anyone else ever gotten a call back after a complaint letter that didn't have to directly do with a recent stay or problem? LOL I know to me that the breading on fish and the crappiness of the new school bread is a real issue, but I can admit that sometimes my priorities are off

Yes I have. While I was on my Disney vacation, too.
I wrote to guest communications when I found out that Disney decided to ban foie gras at the beginning of October 2008, a couple weeks before my trip. I wrote to them because I didn't think Disney should dictate that based on political correctness, since restaurants in Chicago that have banned it have later rescinded the ban.

The lady I spoke with just gave me lip service for the most part. I didn't come off that phone conversation feeling that my "complaint" was going to be taken seriously at all. In the grand scheme of things, it's a minor complaint, but I know the executive chefs weren't happy they had to remove it from their menus, either.

They changed school bread?!?!? When? I just got to try it last March and I have been looking to it again in January and have even told my friend we had to get one to split while we eat around the world. Not going be happy if all my favorite things start changing. I would rather see them take stuff away than change it to cute a penny or two off there expenses.

The school bread you had last March is the current version. The complaints stem from the way school bread used to be a few years ago. If you liked the current version, you have nothing to worry about.

 

[MenashaCorp]

I got a personal letter in response to my complaint letter regarding dance music with explicit lyrics being played at a big party in the beach/lagoon area in front of the Beach Club. Totally inappropriate for kids, and in the Happiest Place on Earth? They were apologetic, grateful for the feedback and said they would screen what was done in such "open" areas to keep it family friendly.

btw - I love that music too, but I go to the adult club areas for that. Not the Beach Club beach/pool.

 

[MenashaCorp]

I got that when I was campaigning against the closing of Adventurer's Club. It was interesting to say the least.

If only it had been successful.

Kungaloosh. I guess. *sigh*

 

[LilGMom]

I have gotten calls from a complaint that I sent in and from a praise that I sent in. I was hoping to get a call about the complaint, which I did, and I was shocked that I got a call when I sent to letter praising the AKL staff and resort.

 

[EDuke98080]

I got multiple calls when I wrote a letter about the good things that happened along with the bad. We had some amazing meals catered to our gluten allergy and gretfully acknowledged them. We also had some problems with our dining plan credits being deleted because of linked reservations. The front desk staff had no idea how the dining plan worked and how many credits we should have etc. Luckily I did know but it took them hours with me standing there to straighten it out. We were also given the incorrect informtation at the same front desk about how to use the birthday fast pass which landed us wasting another 2 hours. When we checked out that same trip, noone could furnish us with a complete bill again due to the linked reservations they said, so I requested one in my letter. It looked like they overcharged us on my credit card bill and upon their research, they did. So for all the trouble that trip, they audited my folio and provided me with a complete copy, corrected the dupicate charges & the incorrect meal charges and comped us a few hundred $$ for the trouble. Because of the mistake with the birthday fast pass and the time I wasted they gave all five in our party 3 day park hopper passes with no expiration. I think they did this because when we had the problem with the bill they said a rather large charge (dinner for 10) couldn't be ours and had removed it but it was ours and I told them it was and insisted they put it back. She said that she was impressed with my honesty about the meal and wanted to make sure our next trip was magical. I found the representatives from the different departments to be caring, compassionate and really wanting to do the right thing. I wasn't looking for anything free when I wrote, I really just wanted a complete folio for the length of our stay to reconcile the charges on my credit card bill. I was amazingly surprised and obviously thrilled at the level of service.

 

[doconeill]

I've gotten a couple of calls - one was back from DVC Member Satisfaction about the problems I had with the classification of our room at Jambo House (it was easily the worst SV room on property, Sunset "view" on the just-reopened Sunset Savanna that they said was perfectly fine while they finished work on Kidani Village and everything would be fine, while they gave the guy looking for a free upgrade room next to me a similar room for free "because of the construction". Apparently that was one of the rooms they reclassified as a standard room because of my complaint - it had a very limited angle of view, mostly of a maintenance area.

The other time was when the Disney Insider included one of their last trivia questions before they redesigned it. The question was, "What is celebrated every night on Pleasure Island?". My answer was of course "derelict buildings and memories of what was", but their answer was "New Years Eve", which hadn't been true for three years at that point. It really chapped me so I wrote in - and a CM called back some time later (I wasn't sure what it was about, it was a couple months later I think), and we discussed it a bit.

Alas, Adventurers Club is still closed, so I'm 1-for-2.

 

[SusanWasHere]

So after a few days of playing phone tag, I finally spoke to the woman yesterday! As soon as I said my name, she immediately brought up my email about the fish and my other concerns. Of course - she was very nice. I was kind of worried that it would feel like a scripted call to just pacify me, but I have to say, she said a lot of things that did make me feel like maybe they do listen to us. Her main advice to people that don't like chages - especially to do with food - is to speak up about it at the time at the restaurant. She said if possible, to ask for a leader, not to just talk to the person at the register. She said they really need to have that face-to-face interaction about things that may not be good. She said my email was already sent to the people involved, but then added that if it isn't good when I'm there on Wednesday, to get my $ back and talk directly to a leader on duty. I also spoke to her about the schoolbread and she said "If it ain't broke don't fix it". Which made me LOL. I am really not one to complain, but I am going to take her advice from now on and bring it up to the people there instead of just coming on here and talking about it LOL.

Since she was associated with DVC, I was sure to tell her how happy I am with my membership, the vacations we take, and just how great an investment it was for me. I wanted the call to end on a positive note. Don't need the Mickey Mafia coming after me She told me about the weather down there now and I have to say, I felt like it was a genuine interaction. So who knows. It probably won't change much, or anything at all, but I did feel a little more satisfied after talking to her.

I'll be having the fish n' chips on Wednesday, so we'll see how things go after that.... I'll be stopping in Norway also to talk to someone about that awful changed schoolbread.....