I got an attitude when I called to link my voucher to MDE

[melios333]

Has anyone else, bought their tickets thru expedia or parksavers, and when calling to get them linked to MDE got a lecture on how they don't know what vouchers are if you didn't buy them thru disney? I felt scolded.

I didn't tell her when I bought them, I gave her the number and she said "oh, you just bought these today, you need to call back on friday" I didn't tell her I bought them today, and while the email did say it could take up to 48 hours, but I looked and other people said they called shortly after and it worked.

Has anyone else had this kind of experience? Usually the cast members on the phone are helpful and nice so I'm surprised to have had this experience (I regret not telling her I wouldn't have to buy them elsewhere if dvc members got a regular ticket discount, but I held back)

So now I'm going to wait until Friday, but I'm a little turned off by the attitude.

Has anyone else ever had an experience like this?

 

[Robo]

It's pot-luck when calling any call center, WDW included.

"Phone CM's" do not necessarily represent the opinions of WDW, in general…
and really don't have any knowledge of WDW operations.

Call again (and a again, and again,) and you'll get a different Phone CM who likely will not have the same opinions or attitude.

 

[ghtx]

I'm a little turned off by the attitude.

Let it Go.

 

[Clare Voince]

Let it Go.

 

[anonymousegirl]

So you bought the tickets today, the email says it might take up to 48 hours to link and you're upset because a CM told you would would have to call back in 48 hours? I don't see why you're upset unless she had a "tone" to her voice.

If she had said in a disdainful voice;

"You have to call back on Friday since you bought discounted tickets to save a few bucks, you cheapskate"--THEN I would have a problem.

 

[melios333]

I didn't necessarily care about calling back, It was the diatribe I got about not getting them thru disney "if you had bought them from disney then you would have the right numbers on them and I would know what you are talking about"

This was before I gave her the number, and when I gave her the number, she didn't ask if I got them today, She told me I got them today. There was tone.

I'm more wondering if this is a common situation for people that buy tickets from other sources since I have always bought from disney in the past but decided to try an save 60 bucks.

 

[vicki_c]

I don't think that is a common situation or response. But there will always be overzealous CMs who think they are somehow helping their employer's bottom line by stopping perceived "cheaters" (most usually encountered when upgrading third party tickets). Those CMs are just misinformed. And not very frequently encountered.

 

[Robo]

I didn't necessarily care about calling back, It was the diatribe I got about not getting them thru disney "

I was not suggesting that you call back.

I was indicating that with each separate call, a guest would encounter a different phone CM.

That CM would bring with her/him a set of biases and attitudes.
Those would affect the tenor of the call.

You happened to get a doozy of a "bad attitude phone CM."

The next time you call (if ever) you'll get a different CM.
Maybe one with a cheery disposition and not one whose car was just rear-ended that morning.

 

[sethschroeder]

She likely had multiple people like you today who all ignored the email about waiting 48 hours.

These people are human and due to frustration just like everyone.

 

[fluffykalie]

sorry you had to deal with a crabby cast member. Last time I called I'm sure the cast member was rolling her eyes. My reason for calling involved DME. I tryed to make a few jokes to lighten the mood then there would be silence and when she did talk she was crabby. I can understand why you are upset you call expecting a person to be in a good mood. But they are human and have bad days though I think your cast member was crabbier then mine.

 

[RealBlast3]

Well, you can always let them have it during the surveys at the end of the call.

 

[Clare Voince]

I work in customer service, and while I and most of my coworkers try to be friendly for every call, we're human too. We often get cursed at, attacked and insulted, and when we can't give someone what they want, they accuse us of being rude. Not saying that's what happened here, but it is a very stressful job, and you have no idea what that rep had to deal with already that day before you called and asked her to do something that she couldn't do.

 

[DorianDonP]

She likely had multiple people like you today who all ignored the email about waiting 48 hours.

These people are human and due to frustration just like everyone.

Meh, I don't buy that as justification for this person being rude. That is her job. So if she gets 1,000 calls a day about the same issue then she should be respectful and polite about that issue all 1,000 times.

I do agree that CM's are human and that customer service in general can be hit or miss but this post just treaded a little close to blaming the OP for the CM's poor attitude.

 

[Clare Voince]

Meh, I don't buy that as justification for this person being rude. That is her job. So if she gets 1,000 calls a day about the same issue then she should be respectful and polite about that issue all 1,000 times.

It must be nice to be perfect.

I don't see anything in what the CM said that was bad. The OP calls it a 'diatribe', but I don't see anything that qualifies as that. It is perfectly logical that a Disney CM would not be as familiar with tickets bought from another source outside their own company. And being told to call back when the OP already knew when they were calling too soon is not rude. Plus, we only have one side of the story, so I don't think we should cast stones.

 

[MaryKatesMom]

I've called WDW Dine for many, many years and 99% I get wonderfully nice, kind and helpful CM's.

Unfortunately, you get the 1% every now and again. A few day's before Christmas I'm in NYC and the website goes down and it is my 180 day's out but I know exactly what I want and when. I call and got the worse CM after 20 minutes and me loudly yelling my CC# on Fifth Avenue 3 times my DH grabbed the phone and said we have to go in for Mass. I screen shot the time and emailed it to WDW along with the 8 minute phone call that got the job done an hour later.

I may have been the 100th phone call that day because the website was down but I have been in customer service jobs for 30 years. I know a bad attitude when I hear it.

 

[tyniknate]

If it says to wait 48 hours, you wait 48 hours. You knew the instructions when you made the call and are upset because she asked you to follow the clearly defined rules? As for the "tone", sometimes people hear what they want to hear to justify their right to be "outraged". I've worked in customer service and saw it all the time. If a person gets what they want they don't think twice about it. But heaven forbid you have to say no and mean it. Then its how mean we have been or that we have a poor attitude. No matter how the saying goes, sometimes the customer IS wrong.

 

[DisneyHardin]

Everyone is jumping on the OP for calling too soon. That isn't what her gripe was about. If you re-read her post, she was "scolded" for buying her tickets from an outside agency and she didn't feel that was very professional.

 

[tyniknate]

My point was that she didn't get what she wanted, so the person on the phone was being mean. Had she gotten what she wanted, I'm sure there would have been no complaint on the boards. And I don't necessarily believe someone scolded her for buying tickets elsewhere. Maybe it was pointed out that the tickets were purchased somewhere else and therefore had a 48 hour window before they could be linked. Thousands of tickets are purchased at vendors other than WDW each week. Disney is making a sale. What should the person on the phone care? I'm betting when she heard the word no, her defenses were automatically put up and from there everything felt like an attack or that they were being mean. I know I've felt that way from time to time, but it is only a valid complaint if the 48 hour window has passed and they still won't link the tickets without giving her "attitude". We live in a world with rules. Why do people not feel the need to follow them? There must be a reason for the time window to exist. Why ignore it?

 

[MaryKatesMom]

Everyone is jumping on the OP for calling too soon. That isn't what her gripe was about. If you re-read her post, she was "scolded" for buying her tickets from an outside agency and she didn't feel that was very professional.

I agree with you!

Plus from the OP "I didn't tell her when I bought them, I gave her the number and she said "oh, you just bought these today, you need to call back on friday" I didn't tell her I bought them today"

So it sounds like the CM could see the tickets in the system but gave her the run around making her wait because she didn't buy them through Disney.

CM's aren't perfect. IT was giving me the run around blaming the Dolphin because the reservation was messed up on THEIR system. 3 days of having the Dolphin "reset" the reservation. The 3rd day I politely asked to stay on hold while they fixed it. It really never got fixed I had to put in my DD as the adult and my DH as the child for me to get my FP+.

However, I had to go through 3 spiels of call the Dolphin and wait 24 hours. 3rd time I kept asking for a supervisor. The CM who answered the phone the 3rd time really did NOT want to pass it up to a supervisor. She was polite but I was getting the your wrong - we're right, just reset and wait 24 hrs. over and over.

 

[DopeyDame]

I had the exact same attitude when trying to link a voucher a few weeks ago (I had bought the voucher weeks before, so it had nothing to do with waiting 48 hours.)
The women I initially spoke to was rude and was 100% convinced there was nothing at all I could do about MDE until I showed up in WDW and traded in the voucher (of course, making FP+ useless). She finally transferred me to IT, where I got a friendly, helpful, and awesome CM who got me all set within a few minutes.
Like others have said, when you get a rude or clueless CM, the best bet is just to say "OK, thank you for your time", hang up, and call again. Or ask to be transferred to a supervisor or different department.