Here and now... MAJOR problems with magic bands

[APiratesLifeForMe2]

It's a long story but since we arrived yesterday we have had so many issues, the cast members even admitted they have seen errors on our account that they have never seen before. Currently we have been to the front desk at least 5 separate times doing rebook of of entire vacation, a reprogram of our bands, issuance of the old park tickets, etc. and still no fix. Every cast member is helpful but we are about to loose our cool! Even the avengers team has been assigned to our bands. Apparently they are a special IT team.

Currently it seems 4 out of 5 bands are in full working order. One band however is not even letting my FIL into the parks. We are park hoppers so each time we re-enter, we spend 15 minutes minimum at guest relations rehashing the issue and eventually getting in by escort. They can't even issue the card as a ticket since the system errors. I'm desperate at this point. My entire family isn't nearly as patient as I am and this is ruining our trip. Anyone have advice or experience that might help? I'm desperate!!!!

 

[mesaboy2]

I hope things get better for you.

 

[magicbob]

The thing I don't understand is... if the problem seems to be with the band itself, why not replace them with new bands instead of repeatedly trying to re-program them? Maybe China sent them a crate of "scrapper" bands by mistake?

 

[rebbyparker]

It's a long story but since we arrived yesterday we have had so many issues, the cast members even admitted they have seen errors on our account that they have never seen before. Currently we have been to the front desk at least 5 separate times doing rebook of of entire vacation, a reprogram of our bands, issuance of the old park tickets, etc. and still no fix. Every cast member is helpful but we are about to loose our cool! Even the avengers team has been assigned to our bands. Apparently they are a special IT team.

Currently it seems 4 out of 5 bands are in full working order. One band however is not even letting my FIL into the parks. We are park hoppers so each time we re-enter, we spend 15 minutes minimum at guest relations rehashing the issue and eventually getting in by escort. They can't even issue the card as a ticket since the system errors. I'm desperate at this point. My entire family isn't nearly as patient as I am and this is ruining our trip. Anyone have advice or experience that might help? I'm desperate!!!!

Malfunctioning on a glorious level.

 

[*NikkiBell*]

Demand to see a manager at your resort, calmly tell them what's going on, and ask for RFID tickets if they are unable to give you new bands that will work. Hold your ground.

 

[Disneylover99]

Sorry, no advice from me, but I feel your pain.
We just returned from our third trip using MB's.
Different problems from the bands every trip.

This time our MB's never worked for FP+. Not once.

 

[APiratesLifeForMe2]

Demand to see a manager at your resort, calmly tell them what's going on, and ask for RFID tickets if they are unable to give you new bands that will work. Hold your ground.

Both have been done. I didn't have to demand a manager, they willingly walk over when they see me. We have been issued a few FP vouchers as an apology but we want to just have everything fixed and working.

 

[APiratesLifeForMe2]

The thing I don't understand is... if the problem seems to be with the band itself, why not replace them with new bands instead of repeatedly trying to re-program them? Maybe China sent them a crate of "scrapper" bands by mistake?

The problem doesn't technically appear to be with the band so much as the internal system. They can't even put his info on an old room key card let alone a new band.

 

[freediverdude]

Maybe they could re-issue your FIL's ticket as a separate new ticket and new magicband, not linked to the rest of you. At least you could get into the parks that way, you'd just have to do his fp+ separately. That's probably what I would ask for if it's his band/ticket that is causing the problems. Have the actual ticket itself re-issued as a different ticket and the old one cancelled.

 

[magicbob]

The problem doesn't technically appear to be with the band so much as the internal system. They can't even put his info on an old room key card let alone a new band.

Perhaps create a new "dummy" account (not calling anyone a "dummy"... how about calling it a "ghost" account?) and just adding equivalent entitlements, etc. to that new account? Heck, if the Avengers can't figure out, maybe they just need to say, "Hulk SMASH!"

 

[cmwade77]

It's a long story but since we arrived yesterday we have had so many issues, the cast members even admitted they have seen errors on our account that they have never seen before. Currently we have been to the front desk at least 5 separate times doing rebook of of entire vacation, a reprogram of our bands, issuance of the old park tickets, etc. and still no fix. Every cast member is helpful but we are about to loose our cool! Even the avengers team has been assigned to our bands. Apparently they are a special IT team.

Currently it seems 4 out of 5 bands are in full working order. One band however is not even letting my FIL into the parks. We are park hoppers so each time we re-enter, we spend 15 minutes minimum at guest relations rehashing the issue and eventually getting in by escort. They can't even issue the card as a ticket since the system errors. I'm desperate at this point. My entire family isn't nearly as patient as I am and this is ruining our trip. Anyone have advice or experience that might help? I'm desperate!!!!

That is terrible, but there are ways that they should easily be able to handle this.

I would definitely go to guest relations or the hotel lobby and explain the situation and that it is completely unacceptable. Do so nicely and be prepared to offer a suggestion on how they can fix the situation.

Here is my suggestion as to what you should ask for:

• Issue physical comp tickets for the number of days on your FIL's ticket (unless he is planning to upgrade his ticket to an annual pass or something, then this might not work) and perhaps you will want them to do this for everyone, just to be safe. If they need to, they should be able to void the old tickets.
• Remove all FP+ reservations and issue Guest Recovery Passes for each FP+ reservation you have, this will work like a FP, but will be valid at any attraction. If there are attractions that it would not be valid at, have them issue a no strings attached pass for those attractions.
• Explain the amount of time that you have been dealing with this is costing you money and ask for some form of compensation for that time. This could come in the form of additional guest recovery passes, free food, credit to your room, etc. Definitely explain how much that time is costing (on average a Disney vacation costs about $100/hr/person once you factor in the vacation time you are spending, the cost of the room, souvenirs, food, drinks, park tickets, airfare, etc., depending on your wages, where you are from, etc.).
• Get a physical room key and completely abandon the magic bands

I think this would be a very realistic solution to the issue that would work and not be unreasonable.

 

[APiratesLifeForMe2]

Maybe they could re-issue your FIL's ticket as a separate new ticket and new magicband, not linked to the rest of you. At least you could get into the parks that way, you'd just have to do his fp+ separately. That's probably what I would ask for if it's his band/ticket that is causing the problems. Have the actual ticket itself re-issued as a different ticket and the old one cancelled.

They tried but system won't let them. This is when they resort to escorting him into the park.

 

[APiratesLifeForMe2]

That is terrible, but there are ways that they should easily be able to handle this. I would definitely go to guest relations or the hotel lobby and explain the situation and that it is completely unacceptable. Do so nicely and be prepared to offer a suggestion on how they can fix the situation. Here is my suggestion as to what you should ask for: [*]Issue physical comp tickets for the number of days on your FIL's ticket (unless he is planning to upgrade his ticket to an annual pass or something, then this might not work) and perhaps you will want them to do this for everyone, just to be safe. If they need to, they should be able to void the old tickets. [*]Remove all FP+ reservations and issue Guest Recovery Passes for each FP+ reservation you have, this will work like a FP, but will be valid at any attraction. If there are attractions that it would not be valid at, have them issue a no strings attached pass for those attractions. [*]Explain the amount of time that you have been dealing with this is costing you money and ask for some form of compensation for that time. This could come in the form of additional guest recovery passes, free food, credit to your room, etc. Definitely explain how much that time is costing (on average a Disney vacation costs about $100/hr/person once you factor in the vacation time you are spending, the cost of the room, souvenirs, food, drinks, park tickets, airfare, etc., depending on your wages, where you are from, etc.). [*]Get a physical room key and completely abandon the magic bands I think this would be a very realistic solution to the issue that would work and not be unreasonable.

Thank you! I appreciate the advice I think it's definitely a doable option.

 

[the_bUg]

Wow. This really sucks. I'm sorry to hear you're having such a rough go of it. I definetly agree that you should push for some sort of compensation beyond a couple free fastpasses. Of course, it is always helpful to be calm and polite, but explain that your time is not free. Especially when you're on vacation.

One or two trips to guest services, I would consider acceptable to resolve a problem that is, for all intents and purposes, an accident, a glitch. but, it sounds to me like you've spent an awful lot of time and energy trying to resolve this. I don't think it's unreasonable to ask them what they are willing to do to make it right by you, considering the premium you pay to vacation at Disney.

Understand, they will always default at offering the "least". If you're unhappy with what's provided, I wouldn't be afraid to let them know they can do better.

 

[csmith041177]

So sorry to hear that! I hope it gets better!

 

[APiratesLifeForMe2]

Wow. This really sucks. I'm sorry to hear you're having such a rough go of it. I definetly agree that you should push for some sort of compensation beyond a couple free fastpasses. Of course, it is always helpful to be calm and polite, but explain that your time is not free. Especially when you're on vacation. One or two trips to guest services, I would consider acceptable to resolve a problem that is, for all intents and purposes, an accident, a glitch. but, it sounds to me like you've spent an awful lot of time and energy trying to resolve this. I don't think it's unreasonable to ask them what they are willing to do to make it right by you, considering the premium you pay to vacation at Disney. Understand, they will always default at offering the "least". If you're unhappy with what's provided, I wouldn't be afraid to let them know they can do better.

Thanks. I always try to approach with kindness and I know they are trying but I am so upset this cuts into our vacation time. As the previous poster suggested I am going to ask about the park vouchers for FIL as a "fix" and then discuss compensation beyond that. At this point FP vouchers don't make up for our overall frustration and lost time. Most rides you don't even need a FP for right now.

 

[11290]

It's a long story but since we arrived yesterday we have had so many issues, the cast members even admitted they have seen errors on our account that they have never seen before. Currently we have been to the front desk at least 5 separate times doing rebook of of entire vacation, a reprogram of our bands, issuance of the old park tickets, etc. and still no fix. Every cast member is helpful but we are about to loose our cool! Even the avengers team has been assigned to our bands. Apparently they are a special IT team.

Currently it seems 4 out of 5 bands are in full working order. One band however is not even letting my FIL into the parks. We are park hoppers so each time we re-enter, we spend 15 minutes minimum at guest relations rehashing the issue and eventually getting in by escort. They can't even issue the card as a ticket since the system errors. I'm desperate at this point. My entire family isn't nearly as patient as I am and this is ruining our trip. Anyone have advice or experience that might help? I'm desperate!!!!

Sorry but have questions about this post.

1. Don't understand the part about "issuance of the old park tickets". Only ticketing that can be issued at this time is RFID enabled ticketing. Not sure what is meant by "old park tickets".

2. If 4 of 5 bands are working, there is no need to go to GR, spend 15 minutes and then escort into the park (whatever that means). When the first 4 go in the 5th, non-working band, can be scanned by the GR CM that is right behind the touch-point entry, then you will be asked several questions, the other guests can also scan their bands on the ipad (known as Hercules) and the 5th band can be "validated" right there for park entry. I've seen this done MANY times when I've worked entries and am also trained on Hercules.

In the times I've worked touch-points I've very seldom (count less than one hand) the amount of guest groups that were escorted "INTO" the park, usually CA cast that their MEP's weren't working properly (CA & FL systems don't "talk well" to each other as the entry systems are totally different).

Not sure why they won't issue you or the 5th ticket holder a RFID hard card if you have your confirmation documentation for your ticketing as that is the way it has been handled before. You do have confirmation documentation with you either from your original reservations, ticket order or from the hotel )they can print it there) when you go to Guest Relations, don't you?

Just sayin'.

 

[pmaurer74]

We just checked in and 3 out 4 of our bands work. They gave us KTW cards just in case. I am assuming this means they are still having a lot of issues.

 

[LindaBabe]

Sorry but have questions about this post.

1. Don't understand the part about "issuance of the old park tickets". Only ticketing that can be issued at this time is RFID enabled ticketing. Not sure what is meant by "old park tickets".

2. If 4 of 5 bands are working, there is no need to go to GR, spend 15 minutes and then escort into the park (whatever that means). When the first 4 go in the 5th, non-working band, can be scanned by the GR CM that is right behind the touch-point entry, then you will be asked several questions, the other guests can also scan their bands on the ipad (known as Hercules) and the 5th band can be "validated" right there for park entry. I've seen this done MANY times when I've worked entries and am also trained on Hercules.

In the times I've worked touch-points I've very seldom (count less than one hand) the amount of guest groups that were escorted "INTO" the park, usually CA cast that their MEP's weren't working properly (CA & FL systems don't "talk well" to each other as the entry systems are totally different).

Not sure why they won't issue you or the 5th ticket holder a RFID hard card if you have your confirmation documentation for your ticketing as that is the way it has been handled before. You do have confirmation documentation with you either from your original reservations, ticket order or from the hotel )they can print it there) when you go to Guest Relations, don't you?

Just sayin'.

Clearly, you are suspicious. Not everyone knows the ins and outs and correct terminology the way you apparently do.

However, the OPs post certainly rings true with me - because in our trip two weeks ago, there was a LOT of similarities! It was, without question, the worst trip EVER - at least since our first one over 20 years ago. I have a ton of sympathy for you, OP, and I HOPE you get your situation resolved to your satisfaction.

 

[larryz]

Wow. I sure am glad this is just a test, and they're not actually ruining anyone's vacation...