Has Disney dropped the magic ball?

[BuckeyeBama]

No I didn't. Ignoring the lack of maintenance and repair (which once set Disny apart) is lowering expectations and this mindset is why they don't do the things they once did. I get some people are happy Disney grants them the opportunity to just enter the gates and empty their wallets but that's not everyone.

The point was focusing on the positives, not ignoring the negatives. You seem to believe that by doing the former you must also do the later, and that is just not the case. We all see the world differently.

 

[BuckeyeBama]

Thank you, and I apologize if I rushed to judgment.

No worries - hard to read intent sometimes on the web, and I my writing skills could use some work.

 

[Fizban]

First off, you are right. We are all very lucky. I don't think anyone is bemoaning their overall quality of life because a Disney trip is sub-par. That said...

Where do you draw the line? I've seen people defend bad experiences at Disney with harmless juxtaposition to shoveling snow and going so far as to crassly demand people be grateful because hey, at least you don't have cancer. So my question is, when can people complain? Or because it's an experience only a lucky few will ever experience, is complaining not allowed? If I go to a restaurant and the food is bad, is my complaint less valid because there are starving people who would be grateful to have any food, even burnt food?

I'm not targeting you, and I hope it doesn't seem like I'm picking on you, I'm just trying to understand this ubiquitous rebuttal. I'm not saying a Disney trip has to be completely seamless, that's unrealistic. However, it seems like people on the board are becoming more and more militant whenever anyone questions the integrity of the park experience.

My answer to your question goes hand in hand with my previous statement 3 pages ago. Everyone is different so you have to decide where to draw your line. My line isnt drawn as quickly as others to think that my entire trip is ruined if a favorite ride of mine is down (as an example), but yours may be. I carry no water for disney or anyone else, but i can honestly say I have seen and you have as well many conversations on this board where the sky was falling because of things that in all honesty to the majority of people wouldn't be an earth shattering experience.

 

[JoshuaShaw]

That isn't what I said. I said complaints should be kept in perspective, not that they shouldn't be made. I've complained when something was below expectation but it was done calmly and with the realization that it isn't the end of the world.



My post wasn't about any particular post or thread, just a pattern that comes up here.

It isn't about accepting bad customer service, it is about realizing how bad customer service rates in the entirety of your life experience and reacting accordingly instead of out of proportion. That doesn't mean ignoring it if you don't want to, it means not making it sound as bad as something truly devastating.

Then that's my fault for extrapolating to that conclusion. I suppose I'm just not clicking on many hyperbolic complainer threads. I don't dispute they exist, but their existence doesn't mean every thread dubious of Disney's current output should be immediately dismissed, which is something I've seen happen regularly enough that I've started speaking out against it more and more.

 

[socrateze]

It isn't about drawing a line, it is about always keeping the experience in perspective. For example, nothing that Disney does to you, short of killing or permanently disabling you or a loved one I suppose, is "devastating". It may be unpleasant or below expectations or even a bad experience but there are truly devastating things in the world so don't use adjectives that are far too strong for what happens in a theme park. Inconveniences shouldn't make you "livid". If they do you have an anger problem. The inability to do anything shouldn't ruin your vacation. These are the kinds of things that make what could be legitimate gripes get brushed off as the complaints of an overly dramatic drama queen.

If people made rational complaints without the inflated hyperbole they'd be taken more seriously. It is all about perspective.

Just my opinion of course.

Did the OP make inflated complaints loaded with hyperbole?

 

[GreatLakes]

Then that's my fault for extrapolating to that conclusion. I suppose I'm just not clicking on many hyperbolic complainer threads. I don't dispute they exist, but their existence doesn't mean every thread dubious of Disney's current output shouldn't be immediately dismissed, which is something I've seen happen regularly enough that I've started speaking out against it more and more.

No worries. I think some people are a bit too apologetic just as others seem to keep going despite hating the place. I was only commenting on the disproportionate response that things at a theme park seem to elicit. Heck, look at the thread on the DCL board about the change in alcohol policy. You'll see a lot of biblical gnashing of teeth there.

Did the OP make inflated complaints loaded with hyperbole?

I never said they did. I was commenting about complaints I see here in general, not any one specifically.

 

[BuckeyeBama]

Then that's my fault for extrapolating to that conclusion. I suppose I'm just not clicking on many hyperbolic complainer threads. I don't dispute they exist, but their existence doesn't mean every thread dubious of Disney's current output shouldn't be immediately dismissed, which is something I've seen happen regularly enough that I've started speaking out against it more and more.

JMO, but I think that both happen pretty equally on the Dis now. I could cite examples of many in both categories just from this week, but that would only create more angst and I really don't want to start accumulating points as people feel insulted because I categorized their posts in ways that made them uncomfortable.

I agree that the Dis used to be far more "supportive" of Disney and attacked posts that were negative, but FP+ changed that. Since FP+ was introduced, we have seen a huge increase in negativity on this site. It is a shame, but something that Disney did to itself.

 

[MrInfinity]

Really .... I mean ... really ? Never ? This is just beyond believable even on a fan site like this.

I can't tell if you're being serious or joking. But yes, I've not seen a dirty bathroom at WDW. They've always been minimally acceptably clean to really clean. Have yet to encounter one in disrepair either.

Well, in the case of the post you quoted, that's describing Disney fans. So, if someone was on the extreme of the other side, insisting Disney is always terrible, wouldn't they cease to be a fan?

No, not really. I'd say everyone out here is a fan. Even those who are negative about everything.

 

[socrateze]

No worries. I think some people are a bit too apologetic just as others seem to keep going despite hating the place. I was only commenting on the disproportionate response that things at a theme park seem to elicit. Heck, look at the thread on the DCL board about the change in alcohol policy. You'll see a lot of biblical gnashing of teeth there.



I never said they did. I was commenting about complaints I see here in general, not any one specifically.

Oh sorry, when I read a post on a particular thread, I always assume it's about that thread, unless someone makes the distinction. Thanks for clarifying.

 

[jtowntoflorida]

I have extremely high expectations for customer service at WDW. When those expectations are not met I will either address it in the parks at guest services or once I get home depending on what it is that happened.

I also don't stand in long lines at guest services. At some point in my trip, I'll walk past and the line will be short or I will be in there for some other reason, but I don't take a lot of park time to report a problem. I don't care how much Disney knows about the theme park business- if they don't know a particular CM is being rude to guests, they can't fix that specific, individual problem. I care enough about WDW and want to be able to continue to enjoy my trips that I will take the time to make concerns known.

I think we just have different approaches. That's why I would only complain if something egregious happened...I just wouldn't waste the time on a rude CM or a dirty bathroom unless the CM was horribly, shockingly rude or the bathroom was really terrible. Nothing like that has ever happened so I've never visited GR. I just don't find it to be a good use of vacation time, line or not. From reading your posts, I believe that you usually travel to Disney without children (forgive me if I've mistaken you for someone else) so maybe that's the difference. If we're near GR, that means we're either coming or going from the park, and I can't imagine asking my kids to wait while I complained about something, especially if it's not something that just happened. To me, if there is a CM or bathroom or any other issue that justifies a complaint, then the complaint should happen immediately, not when it's convenient for me to make it. But again, different strokes and all. This is all theoretical anyway, since as I said, I've never complained about anything at Disney anyway.

I have written them many times over the years we have visited WDW and it has never failed that I got a follow up call except for the times I wrote with only positive comments. I'm not sure why your experience is so different from mine.

So you do regularly complain after your visits, as well as during them? I've had one specific complaint I forwarded to Disney after a trip. Our Padawan Mind Challenge session was rained out and no alternative offered to the kids, yet the Jedi Training kids who had their sessions rained out at the same time got a private M&G with Vader and the Storm Troopers. After we got home, I wrote Disney and suggested in the future that kids who are signed up for rained out PMC sessions also get included in those M&Gs. That seemed strange to me, especially considering how many fewer kids are in PMC rather than JTA. I thought that was good suggestion, but Disney never responded. Blargh.

All the other complaints have been about FP+. I assume they don't want to hear them and that's why I've never gotten any response. After writing three emails about that particular issue, I stopped complaining because of the lack of response. I've never sent any complaining emails besides those four.

 

[BabyGirl09]

Rude CMs in August always strikes me as college kids at the end of their internships who are "over it", and ready to get back to school and their lives. Maybe people who thought that working at Disney was their dream, and now they realize what it actually is and are less enthused. That's not an excuse at all...that's ridiculous, and any CM without a good attitude should be dealt with. But it could explain why people have good experiences with CMs at different times of the year, and less good experiences at others.

And, yeah, I think that can affect the "magic" at WDW. I can handle a dirty bathroom or no towel animals. Rude CMs is another thing. That's basic customer service.

 

[socrateze]

I agree that the Dis used to be far more "supportive" of Disney and attacked posts that were negative, but FP+ changed that. Since FP+ was introduced, we have seen a huge increase in negativity on this site. It is a shame, but something that Disney did to itself.

Totally agree with the above.

 

[cakebaker]

I just can't imagine spending expensive precious vacation time at guest services.

And I can't imagine having a CM being as rude as has been described here and just letting it slide but taking precious vacation time to post about it on the Dis. 10 minutes out of my day is worth it when it might actually help fix the problem. The times I have run into issues with CM's, it has tended to put a damper on our mood and discussing it with those who can actually do something about it helps a great deal. Venting on the internet does not. To each their own.

 

[MrInfinity]

I do have to ask how you find a way to judge someone's behavior based on a post on a message board. All I'm saying is that it bothers me profusely to see fans rip other fans to shreds and tell them to go somewhere else just because they are upset about an experience at Disney not living up to Disney's own marketing hype (i.e. "fairy godmother service"). Kinda ironic that you're calling me that.

Nobody is telling the OP to go somewhere else because he's upset. He should be whatever emotion he wants and go wherever he wants! But in this thread the OP was not just expressing that he was upset. Rather, he was asserting that Disney magic was lower in general. It's one thing for him to be upset at something internal, but once you go to the length to say you are upset because the experience offered is a lesser experience than before, then you are starting up a legit debate and interesting conversation. I do not feel the magic is gone. Based on the attendance numbers, clearly millions of guests are still going. And everyone I know that goes comes back with wonderful stories about what they liked, and *never* is the takeaway from their trips that the bathrooms were dirty. In fact I've only ever heard the bathroom comment from a handful of people out here. So I do not agree that Disney has lost the magic or whatever. You may. If you feel that and you still go, so be it. Your money. Go magicless. But if you tell me the magic is not there to be enjoyed, you'd be wrong.

 

[ArwenMarie]

And I can't imagine having a CM being as rude as has been described here and just letting it slide but taking precious vacation time to post about it on the Dis. 10 minutes out of my day is worth it when it might actually help fix the problem. The times I have run into issues with CM's, it has tended to put a damper on our mood and discussing it with those who can actually do something about it helps a great deal. Venting on the internet does not. To each their own.

What do they do about it, when you go to GS to tell them about it? You seem to have very positive experiences there.

 

[itchin2go]

Inconveniences shouldn't make you "livid".

Dude. I was pretty livid 2 days ago dealing with Comcast. My cable boxes seriously just quit working every other week. We take them into the local offices and they say they can't do anything. We have to go home, call Comcast and deal with it that way. We do that. First call gets disconnected. Second call, the representative can't get my phone number right after 3 tries (language barrier), so I hang up and try again. Whew. Nice, smart rep - they'll send a new box. It will take a week. Wait a week, swap around boxes to various corners of the house to try to get by. Get the new box. Install it. Hmm. Error message. Call Comcast. Nice rep. Transferring me to another department. Great. Dial tone. Disconnected. Call back, etc., etc., That is only a fraction of the crud I have gone through dealing with Comcast.

Nobody's sick. There's money in the bank account. There's food in the pantry. Should I be livid? I honestly don't concern myself with "should". I am sick and tired of dealing with Comcast, and yes, at times I am boiling over, irrational, sputtering LIVID.

Inconveniences in life can and do make me livid. Not little blips in the road kinds of things. But something does not have to be life threatening to make me mad. Maybe I'm irretrieivably broken, but I actually think I'm kind of normal.

Should one CM who didn't wish you a magical day send you over the edge? Heck no. But several days of poor or lackluster or disappointing experiences .... given the cost and the build-up? Yeah, I could get a little perturbed. And if I vented to a Disney message board, I would hope no one said that I'M the one that's not magical or at least I don't have cancer.

 

[itchin2go]

What do they do about it, when you go to GS to tell them about it? You seem to have very positive experiences there.

I am straight up genuinely interested in this as well. I've never complained to guest services in the parks, and I'm wondering how it goes.

 

[cakebaker]

From reading your posts, I believe that you usually travel to Disney without children (forgive me if I've mistaken you for someone else) so maybe that's the difference.

We run the gamut- First trip years ago was without children, then many years of adult only and now we're back with a toddler. While it's not a common thing for us to have issues we think warrant a complaint, we don't all pile into guest services- and no one stands around waiting for whoever it is that went to finish. There are always things for them to do and we'd meet up. Not a big deal or imposition on anyone.

So you do regularly complain after your visits, as well as during them? I've had one specific complaint I forwarded to Disney after a trip.

No- we rarely complain at all, but we have had problems over the many years we've gone that we thought should be addressed. Sometimes it's while we're there, sometimes it's after we get home- but we have lots of vacations where everything was good and had no issues at all.

On the flip side, we've had some amazing experiences and interactions that also warranted a trip to guest services or a letter being written. I think it's just as important to tell them what they're doing right as it is to tell them what they're doing wrong.

 

[Davey Jones II]

While I don't have any evidence of this myself, I have no reason to doubt you. It makes sense that the quality of service has dropped a bit because of simple supply and demand of quality workers. As Universal continues to grow, along with all of the other entertainment and park options in the Orlando area, the need for workers also increases. So unless you are growing the pool of workers to choose from, you are stuck hiring some less than ideal folks. This will be a major challenge for Disney & Universal (and all of the other places) over the next several years.

They could solve this challenge very easily: just pay their CMs a decent living wage! They can afford it, and they would reap the benefits in the long run. Employees would stay longer, maybe for life, and become better with experience. Disney wouldn't have to constantly train new people because of high turnover rates. And the CMs would be happier and more dedicated to their jobs. Of course, all of this goes for Universal, too.

It'll never happen, of course. Too easy to pad your profits by underpaying your people.

 

[socrateze]

We run the gamut- First trip years ago was without children, then many years of adult only and now we're back with a toddler. While it's not a common thing for us to have issues we think warrant a complaint, we don't all pile into guest services- and no one stands around waiting for whoever it is that went to finish. There are always things for them to do and we'd meet up. Not a big deal or imposition on anyone.




No- we rarely complain at all, but we have had problems over the many years we've gone that we thought should be addressed. Sometimes it's while we're there, sometimes it's after we get home- but we have lots of vacations where everything was good and had no issues at all.

On the flip side, we've had some amazing experiences and interactions that also warranted a trip to guest services or a letter being written. I think it's just as important to tell them what they're doing right as it is to tell them what they're doing wrong.

What does Disney do about it when you complain at guest services?