I had posted in the Codes and Rates forum about how when we got our postcard, we immediately booked. We were quoted for six nights in the GF, four four-day passes, and dining (we specified deluxe dining many times...this comes in later). The CM was having some problems (spelled our names names differently despite all of us having the same last name, stopping to check things multiple times, etc) and our booking took over an hour. Fine. It was a weekend. He told us he couldn't apply the discount to deluxe dining, so we asked if we could pay regular for the DxDDP with the discounted plan, he went away to check again and he said that was fine.
We put down our deposit and waited for our invoice. Invoice didn't come through to my email for another day. Our names were spelled wrong despite us having spelled them for him and the invoice said dining.
Naturally, I just wanted to make sure our deluxe dining was on there. We had reiterated it many times and I'm just naturally paranoid when it comes to vacation planning.
So we called and no, deluxe dining isn't on there. We had to go through three CM's who were short with us to get to customer service. This was last night. We told her our dilemma and she was very sympathetic. We asked if the phone call was maybe recorded and she said phone calls are randomly recorded and she would check. She called back today and said our phone call was recorded (and that it was 35 minutes) and she listened to it with another rep and at the end, the CM who booked us said "dining," meaning regular dining, so we were out of luck (and there went her sympathy). When we asked to listen to the phone call (which we were never told was recorded when we called), we were told that that wasn't possible- it was over 55 mintues, which is longer than she originally said it was and shorter than the hour-and-a-half that we have on our phone records.
She wouldn't let us talk and when we asked to speak to a manager or a superior, she said she was it- there wasn't one. I doubt that a customer service rep is the end of the line (but maybe I'm wrong here?). We said we would probably have to cancel and she said she really didn't want us to...she'd see what she can do and call us back.
She called back to say that it was impossible to get deluxe dining with our code (despite us ASKING the CM about this and he said it was no problem) and there are no exclusions of sorts on the discount card we got, not even an "exclusions may apply." Her "seeing what she could do" was repricing our vacation at an extra $1500. If deluxe dining is $30 more per person, per day, at four people is $120 per day, for six nights is a bit more than $700. Where is the extra $800 coming from?
We want to hear where the CM who booked us supposidly said regular dining despite us repeatidly saying deluxe dining and they won't let us. And we kept saying we don't want anything free, we just want what we were told we paid for.
Does anyone have any advice? We really don't want to cancel (this is my birthday and college graduation gift and a pre-graduation gift for my sister), but this is really putting a bad taste in our mouths which really stinks because I *love* everything Disney.
Thanks for reading (and if you got through the whole thing)!
We put down our deposit and waited for our invoice. Invoice didn't come through to my email for another day. Our names were spelled wrong despite us having spelled them for him and the invoice said dining.
Naturally, I just wanted to make sure our deluxe dining was on there. We had reiterated it many times and I'm just naturally paranoid when it comes to vacation planning.
So we called and no, deluxe dining isn't on there. We had to go through three CM's who were short with us to get to customer service. This was last night. We told her our dilemma and she was very sympathetic. We asked if the phone call was maybe recorded and she said phone calls are randomly recorded and she would check. She called back today and said our phone call was recorded (and that it was 35 minutes) and she listened to it with another rep and at the end, the CM who booked us said "dining," meaning regular dining, so we were out of luck (and there went her sympathy). When we asked to listen to the phone call (which we were never told was recorded when we called), we were told that that wasn't possible- it was over 55 mintues, which is longer than she originally said it was and shorter than the hour-and-a-half that we have on our phone records.
She wouldn't let us talk and when we asked to speak to a manager or a superior, she said she was it- there wasn't one. I doubt that a customer service rep is the end of the line (but maybe I'm wrong here?). We said we would probably have to cancel and she said she really didn't want us to...she'd see what she can do and call us back.
She called back to say that it was impossible to get deluxe dining with our code (despite us ASKING the CM about this and he said it was no problem) and there are no exclusions of sorts on the discount card we got, not even an "exclusions may apply." Her "seeing what she could do" was repricing our vacation at an extra $1500. If deluxe dining is $30 more per person, per day, at four people is $120 per day, for six nights is a bit more than $700. Where is the extra $800 coming from?
We want to hear where the CM who booked us supposidly said regular dining despite us repeatidly saying deluxe dining and they won't let us. And we kept saying we don't want anything free, we just want what we were told we paid for.
Does anyone have any advice? We really don't want to cancel (this is my birthday and college graduation gift and a pre-graduation gift for my sister), but this is really putting a bad taste in our mouths which really stinks because I *love* everything Disney.
Thanks for reading (and if you got through the whole thing)!
Sad but true. 
) 
