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

[tyniknate]

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.

Just because the tickets were showing in the system doesn't mean they can be linked. We would have hotel reservations show up in the system with a hold on them because they were purchased through a third party vendor. Couldn't be released into the system to make any changes until the hold was lifted.

People would book through the third party vendor to get the cheaper rate, and then would immediately call the hotel to make changes. Changes, if they could be made at all, couldn't be done until the reservation was released to us. I, also, could see what time and what date it was purchased, but it didn't change the fact that I couldn't make any changes to it.....no matter how exasperated or pushy a person was on the phone.

What I'm saying is that you need to see things from both sides.

 

[kpearl]

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?

As the OP stated, it could take up to 48 hours. Therefore there is the possibility it would have been good to go before then. I don't blame her for calling and checking - there's always that chance. If the email said it will take 48 hours then I get what commenters on here are picking at. Like someone stating on here about hearing only what you want to hear, same goes for reading only what you want to read.

 

[jtowntoflorida]

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?

On our last trip, I bought tickets from UT. When I went to add a day to them, I too was scolded, in person, for not buying direct from Disney. In my case, I think the CM I was working with was frustrated because she didn't know how to bridge tickets and I didn't agree with her that I should have to pay the ridiculous amount she was quoting me (something close to $100!) to add a single day onto a 5 day ticket. She got defensive when I told her the price should be $10.65, and that's when she told me that I shouldn't have bought the tickets from someplace other than Disney.

It isn't about whether you get help in the way you expect it, it's all about the attitude. And yes, it's shocking and disappointing when you call or interact with a CM and you're met with attitude.

 

[Robo]

She got defensive when I told her the price should be $10.65, and that's when she told me that I shouldn't have bought the tickets from someplace other than Disney.

Showing colossal ignorance of how the DISNEY-DESIGNED authorized ticket-reseller system works.

I figure many of these (uninformed) "militant" CMs equate all off-site ticket sellers with
the scammers who sell illegally-obtained used tickets from booths along the highways in Florida.

 

[MaryKatesMom]

Just because the tickets were showing in the system doesn't mean they can be linked. We would have hotel reservations show up in the system with a hold on them because they were purchased through a third party vendor. Couldn't be released into the system to make any changes until the hold was lifted.

People would book through the third party vendor to get the cheaper rate, and then would immediately call the hotel to make changes. Changes, if they could be made at all, couldn't be done until the reservation was released to us. I, also, could see what time and what date it was purchased, but it didn't change the fact that I couldn't make any changes to it.....no matter how exasperated or pushy a person was on the phone.

What I'm saying is that you need to see things from both sides.

I'm sure that there are waaaayy more rude guests to CM over rude CM to guest interactions. Less than 1% of all CM's have been rude or unhelpful to me and my family. I'm sure CM's have a much higher number of rude guests to contend with on a daily basis.

Pete Warner did a rant a few weeks ago about a CM on the friendship boat being rude to his elderly mother and it doesn't sound like in this case the guest was being pushy or rude in this instance either.

Yes it is rare, but it does happen.

 

[surferdave]

Less than 1% of all CM's have been rude or unhelpful to me and my family.

I can agree with the rude part, but about 1 in 3 CMs I've been on the phone with have been unhelpful; usually telling me I can't do whatever I'm calling about. In each case I've called right back and gotten another CM who could complete my request.

 

[Surfinpiratee]

The 3 CMs I've talked to over the phone for my last trip were overly friendly haha. If I ever did get a rude CM..I'd probably think of a reason to get off...then call back and hope for a better CM!

 

[nkereina]

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.

Since you work in customer service, you should know that when fielding calls you should remain neutral, avoid providing opinions, and stick to the facts. The phone CM saying "if you had bought these through Disney, you would know what number", or whatever is said, is completely irrelevant and unnecessary to the conversation or for the CM to do their job. The end result would have been the same, with or without that remark.

I used to supervise a Collections call center in which 90% of callers are unhappy with you. That trumps the standard customer service call center which may get 30-40% angry customers in a day. We would have our reps kill people with kindness. Considering OP wasn't even an angry customer, there's no reason for attitude of any kind nor should it even be a question.

 

[MaleficentRN]

This is why I linked everything online.

 

[Tonyz]

she said "oh, you just bought these today, you need to call back on friday"

THIS is what is getting you all hot and bothered???

Maybe the cast member isn't the one with the problem in this situation.

Some people just need something to complain about.

 

[kaytieeldr]

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 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.

I'm confused. Given all the information she had and provided, how did she not know what you were talking about? Are you sure her tone wasn't meant to be informative rather than the superior you seem to portray it?

 

[MakiraMarlena]

If she was rude and you felt her tone was intended to be condescending to you, do the survey or ask for a supervisor. Contrary to your suspicions, the phone agents are not all rude, nor are they instructed to lecture or delay service to anyone who didn't purchase their tickets from Disney. If indeed you believe that this phone agent purposely refused you service because you bought a discounted ticket from a third party vendor, that is a serious breach of professionalism and they probably should not be doing that job.

 

[LaurenT]

Without getting into the fray, I'll just say that I bet, being DVC, that member services could take care of it for you. I call them for most of my stuff.... they've even been able to find ADR's for things that were supposedly unavailable....

 

[North of Mouse]

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.

Doesn't sound like an 'attitude' problem to me OP - sounds like it was you that weren't listening to the instructions - maybe she was just weary and human like this poster said and probably could say you were the one with the attitude for wanting things sooner than promised.

Sometimes our 'attitudes' toward others is in direct proportion to our tone and attitudes towards them (rightly or wrongly).

Just let it go and relax!!