I need advice on a problem...

[coachbobe]

Here it is in a nutshell.

I called and made ressies for AKL in Feb. I asked (and it is documented in the computer at reservations) that it was a Christmas surprise for my wife and 2 sons (4 and 6). I asked and it again is ducumented in their computer that everything was a surprise and they were to send all information to me at the business address. They even put in the computer not to call the home because of the surprise.

This was to be a gift from Santa...

Well you probably figured out the story already but Disney sends the mail to my house and on the outside of the envelope it states reservation information inside. My wife and six year old son (who can read) now know we are going to Disney.

I called to complain about it this am and they confirmed they made a mistake. But they only wanted to make it right by giving me a autographed picture of a character or preferred seating at fireworks. Not both but one or the other.

I was expecting a lot more then that. Maybe bumped to concierge or something..... am I expecting to much.

They put me on hold for 20 minutes and I finally hung up and I am going to call back and start this all over.

Am I being to tough... am I expecting to much.... I need advice

Thanks for listening

 

[Rozzie]

coachbobe, this must be very disappointing to you, but I think it was an honest mistake. People are going to make mistakes, no one is perfect. when we expect perfection we will always always get disappointed...
getting an upgrade would be a nice thought in your case, but I wouldn't expect it. Personally I would go for the fireworks gift.
Just be thankful you are able to take your family on vacation. I don't mean to sound uncaring, but when I get disappointed, I just try to think on the positive.
Hope things get better for You!

 

[lap3]

Coach, I don't know if you're being too tough or asking too much because I don't know how they normally handle cases like these. Just as you mentioned, you can try calling back and maybe catch them in a good mood where they can sympathize with you in hopes of being upgraded to concierge. As a suggestion, and you may already know this but, when you speak to a representative, try and speak in an easy-going manner. These agents probably do nothing but speak to customers all day long on the phones. So, the last thing they want to hear is someone yell at them when it probably wasn't their fault. I don't work in the service industry but I try to put myself in their shoes. Basically, if you speak in kind, they will reciprocate in kind. One other possibility, if they are unable to offer you what you want, you can always try to get a free upgrade when you check in. Lastly, try not to let this ordeal sour your vacation. While it's terrible that you family found out about the surprise but once you're there, enjoy yourselves!

 

[Hippychickali]

I think it was nice of Disney to offer anything to make up for ruining your surprise. Really, I don't think they make any guarentees about these things and ultimately it is your responsibility to keep it secret. I don't mean to sound uncaring but perhaps you were expecting a little too much from a call center.

Ali

 

[Carrie772]

Coach, I think you're right. When it comes to WDW, one expects a high level of professionalism. These CMs are in the business of selling WDW to the world. They are the reason there is so much money to be made. If you can count on towel animals when you return from the parks, you can count on their keeping a secret! Go for the upgrades. The worst they can do is say "no."

 

[DNBois]

And you can always have another surprise in store - like perhaps a boat ride, carriage ride, a PS breakfast or lunch or you can buy tickets to US or IOA for a day as a kicker to the entire vacation.

I would definitely call back though and kill them with kindness; my Dad always says that you catch more bees with honey. I would check to see if they can upgrade you to a savannah view if you have a standard room but if not, I would also take the PS fireworks seating that they offered.

 

[micmacmissy]

I disagree--they ruined the surprise, and if they couldn't handle taking the reservation under those circumstances, the operator should have said so.

I think that you are entitled to more than an autographed picture or a preferred seating at fireworks--neither of those options cost them anything. Those are insulting offers, in my opinion. Being bumped up to concierge, however, may be expecting too much--but it doesn't hurt to ask.

I would call back and calmly, politely tell them that you are considering cancelling the reservation altogether, in order to take your family somewhere that would be a surprise. Ask them what they can offer you to change your mind.

You're paying top dollar to go and stay at WDW. They should value your business and avoid losing you as a customer; that's basic customer service! The squeaky wheel gets the oil--good luck!

 

[coachbobe]

They ended up giving me the value season rate during the peak season time.

I am now going the first week in March to avoid presidents weekend.

Before Feb 14 - 21 value season
Now Feb 27 - March 6 peak season

Same cost

I think and hope the crowds are lower because before I was going to be there over presidents weekend.

The lady there was soooo very nice and admitted they made a big mistake on their part. It is nice to know there are people that really care about making a vacation a good experience.

Thanks to all supporters and thanks for all the help

 

[kathylovesdisneyworl]

So glad to hear they offered you something for there mistake. It is nice to know they are trying to make amends for what they did.

 

[lap3]

Originally posted by coachbobe
They ended up giving me the value season rate during the peak season time.

I am now going the first week in March to avoid presidents weekend.

Before Feb 14 - 21 value season
Now Feb 27 - March 6 peak season

Same cost

I think and hope the crowds are lower because before I was going to be there over presidents weekend.

The lady there was soooo very nice and admitted they made a big mistake on their part. It is nice to know there are people that really care about making a vacation a good experience.

Thanks to all supporters and thanks for all the help

It may be crowded because some schools(from what I've read) may be on Spring Break at that time. I'm not sure though. Nonetheless, glad to hear that it worked out for you. Have a great time and, I know it'll be a while before your trip, but be sure to give us a report when you get back!

 

[heidica]

Glad to hear that you were able to work something out. Still doesn't completely make up for the mistake, but at least they admitted they were responsible. I like DNBois idea of trying to arrange other surprises they can experience while you are there. A special PS or specialty cruise, massage for your wife. There are plenty of possibilities. Whatever you do, have fun.

 

[DisneyWisher]

Originally posted by coachbobe
Before Feb 14 - 21 value season
Now Feb 27 - March 6 peak season


I think and hope the crowds are lower because before I was going to be there over presidents weekend.

I just want to make something clear to anyone reading this. Value Season is Jan.1-Feb 16. Because Feb 14 falls in the Value season they will give you that price for your whole stay. I just wanted to point that out in case anyone was planning on being there beginning with the 17th or later.

March is a great time to go but do not expect low crowds. Its not called peak season for nothing. But know this "Its a great time to go". Cooler temps make all the difference especially compared to summer.

For anyone else trying the same thing (a surprise for your family) don't even give them your home address. Give them the address you want the reservation sent to. Call back maybe a week before your trip with the correct home address. This way there will be no mix-up.

Have a great trip and don't forget making your PS's 90 out,

Shirley

 

[Toad]

I agree that kindness goes a long way. They often say the squeaky wheel gets the grease, but I come from a customer service environment and we will always make special offers when someone simply points out the errors and tells us what they want in return (well..within reason of course). Getting upset with the person on the other end of the phone might make you feel better but will make your CM feel worse.

However, I also have to ask why you gave them your home address in the first place? If you wanted nothing to go there, you shouldn't even have mentioned it. Not saying it was your fault or theirs, but one address offered up certainly would have prevented this kind of slip up. Something to think about for next time.

Good luck.

 

[ahhhhhhhhhhhhhhhh!]

ultimately it is your responsibility to keep it secret.

im sorry, but I have to disagree. he did everything in his powers to keep it a secret. it was disney's turn to step up to the plate and go with it. i'd be very upset at first if this happened to me (i'd eventually get over it, i mean heck, you're going to disney world!) but I think its Disney's turn to help out make it back into a surprise again.

 

[Alicnwondrln]

Well I dont think the OP is expecting to much. They ruined the surprise. You spend alot of money to go to WDW and if you ask they send the mail some place and you call and verify it over and over then theres aproblem. I requested things on my ressie and even though i double chekced them over and over when i checked in they were not noted. I think its wrong I dont know whats appropraite here but i dont think they offered you enough
i would email wdw guest services.


Good Luck

 

[Rozzie]

I am really happy things worked out with your situation. Maybe take the extra $$ and do something really cool, like a illuminations cruise or something.
Have a great trip!

 

[jenjersnap]

If the OP's billing address for his credit card was his home address, wouldn't he have to give it to them even if he wanted the actual details sent elsewhere? That's been my experience.

I am glad you got something worked out. I would be upset too!

 

[DutchsMommy]

I think one of the most important things in Customer Service, esp. in a call centre, is to set expectations - and the CM set the expectation. Now, the Cm probably did whatever was in his power to arrange things the way the OP asked, however in large call centres like this one the "service" end of things (the people that take care of all the electronic requests the CMs on the phone send) is very regimented - so it is entirely possible that while it was clearly noted on the OPs file, the area that sends out the ressie confirmations reads the address from a seperate area of the file, or doesn't even get the CMs comments at all. I used to work in the "Customer Complaints" area of a call centre and this unfortunately happened ALOT! So, it is very important that the CMs on the phone understand what the "service" area can and can't do and why, and adjust their expectation discussion with the callers accordingly. I do think that something was promised and not delivered on WDWs part, and given mistakes do happen, however if the CM advised they would try or maybe no guarantee or something like that then it wouldn't have been such a shock to the OP - he would have had his expectations set and it would then be up to him to act based on that. Either way, I'm glad things were righted.

 

[Kallison]

Every time someone stubs a toe at Disney they want compensation. I think coincierge is a bit of a stretch. So now they can be part of the planning. If that is your biggest worry consider yourself a very fortunate man.

 

[Hippychickali]

Don't get me wrong. I would be disappointed too but you can't really blame Disney. I think your request was a little out of the ordinary especially for a company that does not use manuel processing. It's unfortunate that the surprise was ruined but people seem to have this attitude that because they are dealing with Disney, Disney must go out of its way to make you happy. I understand that it is a good business practice to keep the customer happy but they can only do so much. They have lots of people working for them and they make lots of mistakes. Imagine if they compensated everyone elaborately. I'm glad that things worked out for you in the end but the lesson to be learned is not to depend on others to help you in your plans....even if they are the almighty Disney.

Ali