How quickly have they responded to you

[tinks_1989]

Unfortunatly I have had to complain to disney about our last trip

I have been through the whole forum looking for an answer on how long people had to eait for a reply to their complaint.

I sent mine by email and received the standard email that they are looking into it the exact same day about 3 hours later and from what I have read on other peoples threads they had to wait two days just for their standard letter

so how long is it till you actually hear something from disney i just want this to be over with so we can get on and plan a new trip im not expecting any thing from it but i dont want another family especially with little ones as well to have to stay in this room

 

[thelittlemermaid83]

I waited a about 10 days for a reply, but i had emailed my complaint and recieved a reply by post (due to the fact they sent DD a soft toy).

Cap'njack waited 7 weeks for a reply so it can vary.

 

[tinks_1989]

I waited a about 10 days for a reply, but i had emailed my complaint and recieved a reply by post (due to the fact they sent DD a soft toy).

Cap'njack waited 7 weeks for a reply so it can vary.

WOW 7 weeks is a long time

from what i read though did he complain by post

 

[thelittlemermaid83]

WOW 7 weeks is a long time

from what i read though did he complain by post

No he emailed them twice before he got a reply.

 

[tinks_1989]

No he emailed them twice before he got a reply.

Wow that really is along time and he wasnt pleased with his response either

 

[DLPdaft]

I've emailed DLRP about one issue or another 3 times - the first 2 times I had very quick and satisfactory replies, by email, within a week or so.

My last issue was a complaint about the AP room booking policy - I emailed, got no response at all, so emailed again a total of 4 times in 2 months. Still no response, not even an acknowledgement. It was the correct email address, exactly the same as I had previously used.

So I sent the complaint in writing to the CEO of the company, escalated to include my dissatisfaction at not even having had an acknowledgement from customer services in 2 months.

About 2 weeks after I sent the letter to the CEO, my complaint was resolved.

But its very disappointing that we have to go that far just to get some customer service.

 

[tinks_1989]

I've emailed DLRP about one issue or another 3 times - the first 2 times I had very quick and satisfactory replies, by email, within a week or so.

My last issue was a complaint about the AP room booking policy - I emailed, got no response at all, so emailed again a total of 4 times in 2 months. Still no response, not even an acknowledgement. It was the correct email address, exactly the same as I had previously used.

So I sent the complaint in writing to the CEO of the company, escalated to include my dissatisfaction at not even having had an acknowledgement from customer services in 2 months.

About 2 weeks after I sent the letter to the CEO, my complaint was resolved.

But its very disappointing that we have to go that far just to get some customer service.

that is very disapointing that you had to go through so much trouble just to get a response

were you happy with the response you received when you finally did

 

[DLPdaft]

that is very disapointing that you had to go through so much trouble just to get a response

were you happy with the response you received when you finally did

Yes, I was, but I'm sure it could have been dealt with by a customer service manager in the first place.

 

[tennisfan]

I think half the problem is that it is one standard email address, then they have to forward it to the relevant department. It would be easier if they had ones for seperate departments. I know they exist, not all are public knowledge.

 

[tinks_1989]

I think half the problem is that it is one standard email address, then they have to forward it to the relevant department. It would be easier if they had ones for seperate departments. I know they exist, not all are public knowledge.

Ah right I guess they cant start dealing with a new one till they have sorted out what they have already received as well

 

[sheryl_loves_disney]

Hello everyone!

We are headed to DLP in March. We also had to complain about the lack of customer service. I did e-mail them Friday so I guess it'll be a while before I hear back from them. I have been to WDW several times (more then 10) and I think the customer service at WDW is better.

Basically they charged my credit card when they were not supposed to. They even had notes about me specifically saying not to charge until 30 days prior to the trip. Well they did charge for the entire trip and the credit card I used was connected to my checking account...which didn't have enough money in it to pay for the trip yet. It was a HUGE mess that involved calling France and the US several times. We are Americans living in Germany. I was charged an overdraft fee of $20 USD. I asked DLP and they said I have to e-mail them my bank statment. I don't think I'll be doing that!

Anyway, I did e-mail them about how rude the custome service reps were. I'm not looking for anything but an apology and maybe for the employees to get some customer service training. I won't however be e-mailing my personal financial info to them!!


Good to know it'll take a while to get a response.

 

[thelittlemermaid83]

DLP always take money 60 days proir to travel.

 

[tinks_1989]

Hello everyone!

We are headed to DLP in March. We also had to complain about the lack of customer service. I did e-mail them Friday so I guess it'll be a while before I hear back from them. I have been to WDW several times (more then 10) and I think the customer service at WDW is better.

Basically they charged my credit card when they were not supposed to. They even had notes about me specifically saying not to charge until 30 days prior to the trip. Well they did charge for the entire trip and the credit card I used was connected to my checking account...which didn't have enough money in it to pay for the trip yet. It was a HUGE mess that involved calling France and the US several times. We are Americans living in Germany. I was charged an overdraft fee of $20 USD. I asked DLP and they said I have to e-mail them my bank statment. I don't think I'll be doing that!

Anyway, I did e-mail them about how rude the custome service reps were. I'm not looking for anything but an apology and maybe for the employees to get some customer service training. I won't however be e-mailing my personal financial info to them!!


Good to know it'll take a while to get a response.

I totally agree that the customer service in DLRP needs to be better it just doesnt compare to WDW

In WDW every one wants to be your friend

 

[sheryl_loves_disney]

DLP always take money 60 days proir to travel.

That's interesting. When I called they gave me a specific date of Feb. 20th that they would charge me. When I called back later, they confirmed that.

Is the 60 days thing new and maybe the reps I talked to got it wrong? They even told me I could cancel up to 30 days prior and not be penilized. I hope that's at least right!

 

[thelittlemermaid83]

That's interesting. When I called they gave me a specific date of Feb. 20th that they would charge me. When I called back later, they confirmed that.

Is the 60 days thing new and maybe the reps I talked to got it wrong? They even told me I could cancel up to 30 days prior and not be penilized. I hope that's at least right!

I'm sure its 60 days before departure, im going in September and my balance has to be paid by the beginning of July.

 

[tinks_1989]

Im sure its 60 days as well

 

[tennisfan]

Hello everyone!

We are headed to DLP in March. We also had to complain about the lack of customer service. I did e-mail them Friday so I guess it'll be a while before I hear back from them. I have been to WDW several times (more then 10) and I think the customer service at WDW is better.

Basically they charged my credit card when they were not supposed to. They even had notes about me specifically saying not to charge until 30 days prior to the trip. Well they did charge for the entire trip and the credit card I used was connected to my checking account...which didn't have enough money in it to pay for the trip yet. It was a HUGE mess that involved calling France and the US several times. We are Americans living in Germany. I was charged an overdraft fee of $20 USD. I asked DLP and they said I have to e-mail them my bank statment. I don't think I'll be doing that!

Anyway, I did e-mail them about how rude the custome service reps were. I'm not looking for anything but an apology and maybe for the employees to get some customer service training. I won't however be e-mailing my personal financial info to them!!


Good to know it'll take a while to get a response.

I think they want to see your statement to see about the overdraft, the will probably look at reimbursing you if they have told you the wrong information. I'm not saying you aren't telling the turth but they just need to see evidence of it.

 

[angel_nix]

I was told 60 days aswell because I booked on 61 days before and paid the full balance then rather than phone back a day later lol

 

[tinks_1989]

I was told 60 days aswell because I booked on 61 days before and paid the full balance then rather than phone back a day later lol

That is the same as why i am sure it was 60 day sbecause we booked 50 days before and were told we had to pay the full amount and im sure it has been this for a long time because when we 18 months ago for my birthday it was the same

 

[tennisfan]

Just looked in the T&C's in the e brochure. It is 60 days before arrival & 10% taken at time of booking.