I have HAD IT with Disney

[thefriendlyfloridian]

As a frequent visitor to the parks and an annual pass holder I am no slouch when it comes to MyDisneyExperience and general info about the way things work.

Well my frustration begins when I am trying to bring my dear grandmother to the parks just for one day and I am having a hard time assigning her to her ticket and making the Fastpass+ reservations.

That's fine, I should be able to speak to a friendly Disney Vacation Planner, right? WRONG. I called once and spoke to a lady for a few minutes and after being YELLED at she transferred me to tech support, that lady a little kinder still spoke to me like I was an idiot. Even asked if I was sure I wasn't visiting Disneyland... I was so frustrated. All she kept saying is "If you don't have valid park admission, then you can't make Fastpass reservations." ...Well duh. So I just hung up because we weren't getting anywhere.

So after over an hour of being put on hold and three different phone calls I am finally able to take my grandma to her visit to EPCOT!

Just had to rant a little bit, it'll be a great day but I surely hope Disney will realize how much their level of service has deteriorated.

 

[Minniesgal]

Disney won't realize on their own. Make a written complaint and if they get many the same they might start to take notice once it hits the bottom .one...

 

[flatlandcycle]

If you need a mobility device bring your own; they run out of rentals at the park.

 

[thefriendlyfloridian]

If you need a mobility device bring your own; they run out of rentals at the park.

She doesn't need any mobility help but she just needed a dogone ticket and those were the issues we were having! Honestly though, when did they stop being nice?

 

[flatlandcycle]

They stopped being nice when group punishment was good and corporate happiness was nice.

 

[cakebaker]

She doesn't need any mobility help but she just needed a dogone ticket and those were the issues we were having! Honestly though, when did they stop being nice?

I run into a bad one now and then, but I've never been close to being yelled at. That would not happen without a long chat with a supervisor. I believe Disney still demands courteous customer service and since these calls are monitored, it's easily traceable and provable.


I wouldn't make the judgement that "they" quit being nice by one bad call.

 

[chmasy]

When fast pass + "testing" started. That's when they stopped being nice

 

[thefriendlyfloridian]

I run into a bad one now and then, but I've never been close to being yelled at. That would not happen without a long chat with a supervisor. I believe Disney still demands courteous customer service and since these calls are monitored, it's easily traceable and provable. I wouldn't make the judgement that "they" quit being nice by one bad call.

Oh I completely agree I still witness several magical moments when I'm in the parks, the magics still there, just gotta look out for it

 

[txnana]

methinks this is not the whole story! There has to be more - or else he/she would have just set up a MDE acct for his/her grandmother, bought a ticket and it would link automatically and could immediately make fp+ if within the correct time period. Just did this myself, took about 5 minutes start to finish all completed online with no need to talk to a random call center somewhere in the world.

 

[thefriendlyfloridian]

So I will explain for you,

I am an AP, I am an account with over 5 other AP's and lots of other "friends and family" however, I have my own account so I can pay for things like friends tickets and christmas/Halloween tickets because the person who pays for my AP is not me. I bought the ticket and had a hard time adding my other account to be a friend of the AP account because you can't link an AP to two different accounts. If you have anymore questions feel free to ask. I appreciate you trying to solve my problems and also thank you for trying to call me some kind of liar. I visit the parks over 75 times a year and am fully capable of making reservations on my own

 

[btk2333]

So I will explain for you, I am an AP, I am an account with over 5 other AP's and lots of other "friends and family" however, I have my own account so I can pay for things like friends tickets and christmas/Halloween tickets because the person who pays for my AP is not me. I bought the ticket and had a hard time adding my other account to be a friend of the AP account because you can't link an AP to two different accounts. If you have anymore questions feel free to ask. I appreciate you trying to solve my problems and also thank you for trying to call me some kind of liar. I visit the parks over 75 times a year and am fully capable of making reservations on my own

Just pointing out that he is correct- there was definitely more to the story. I would definitely log a written complaint if you got yelled at- I hope you're still able to have a magical day- you've definitely earned it with the time spent with tech support!

 

[ttintagel]

Not at Disney, but I've asked enough call center people to speak to their supervisor to know that you rarely, if ever get to do so. Either they tell you there isn't a supervisor there, or they put you on hold for so long you can't wait anymore and hang up.

 

[robinb]

As much as I dislike the whole MDX and FP+ garbage, I have to say that I have had nothing but polite and helpful tech support both times I called on an issue.

I used the phone number on the MDX page: 407-939-5377 and selected tech support.

I would take a deep breath and call back. It sounds like there is an issue with you adding the ticket to your own name and not your grandmother's name. Maybe tech support can unlink the ticket and allow you to add an MDX account for your grandmother and relink it.

 

[LSUfan4444]

I have to say that I have had nothing but polite and helpful tech support both times I called on an issue.

 

[darkwing818]

As much as I dislike the whole MDX and FP+ garbage, I have to say that I have had nothing but polite and helpful tech support both times I called on an issue.

I used the phone number on the MDX page: 407-939-5377 and selected tech support

Totally agree, we have always had polite & courteous CMs either on the 800 # or tech support. Maybe we're just lucky but I've always found Disney customer support to be excellent.

 

[Planogirl]

Not at Disney, but I've asked enough call center people to speak to their supervisor to know that you rarely, if ever get to do so. Either they tell you there isn't a supervisor there, or they put you on hold for so long you can't wait anymore and hang up.

At our company the supervisors are never available. They are always in meetings or elsewhere and we are instructed to put the caller in voice mail or take a message. People don't like it but it is what it is.

 

[purvislets]

Not at Disney, but I've asked enough call center people to speak to their supervisor to know that you rarely, if ever get to do so. Either they tell you there isn't a supervisor there, or they put you on hold for so long you can't wait anymore and hang up.

As a small note, a lot of the CM's that you reach by phone are actually working from home. My neighbor did Dining reservations for a while from her home. I don't know how it is getting a supervisor on a conference call, but I can imagine it would be a bit of a challenge and not always the fault of the CM on the phone.

 

[DISNEYD14]

2 days before my trip with family of 5 two of my children's accounts got wiped out and all their FP+ reservations were gone!!!
I was lucky enough to have scored A&E several times, 7DMT twice, MSEP and Wishes along with lots of others at other parks for our 10 day trip.

I never made any changes to my original FP+ selection and 2days before we were to leave my two oldest children 7/10 had no 'valid park admission' nor any FP+ reservations
I called and received helped right away. It took one hour but the CM behind the scenes was frantically working to give my two children **gold star FP** so they could use them at any attraction for each day of their visit.

While we couldn't change them at that point because they were 'ficked' in by the CM we were happy they fixed my nightmare quickly. And they could tell by the history of my account nothing had been touched since August.