I wrote a letter to complain about AKL

[puddleduck]

I think when everyone focuses on his complaints, you lose the whole point of the situation. His complaint is not what the problem is about. The point is , when a person spends as much money as a person tends to spend at DW, you expect your complaint to be followed up in a personal manner. And if Dw recieves so many complaint letters (because really, the person who complains for a living is going to complain there where they get lots of attention for it) that they can't have even a more personal form letter, then something is really wrong. To tell the truth, I do expect near perfection after paying the rates you pay to stay. Sound harsh? Well it feels a little harsh every time a send in a payment for our packgage. But, I know it will all be worth it when we arrive. I also agree with the others though, that it is probably better to have the problem resolved before you leave. Just my thoughts.

 

[Mish]

I sent a letter to Disney in September after I had a problem. I think it was an email. I received a telephone call and my problem was addressed. Someone from Disney called me to talk about what happened. I was very satisfied with the outcome and with their explanation as to why the handed my problem at the resort the way they did. I wasn't happy with the way it was handled but did understand after my discussion. I do believe they do call maybe it just depends on the situation.

 

[SaratogaShan]

In my experience, Disney is not quick to follow up on a complaint even when it is something serious. December '03 we stayed at all star movies resort and utilized the bus service there. One evening as we were returning to the resort from MK, I happened to be the last one off the bus (out the rear door).
The bus driver closed the doors before I was clear of them, squishing me between the door and the doorframe. It was a struggle for me to free myself, husband had to help me. Bus began to drive off just as I broke free!!
Anyway, feeling as if this was a near tragedy, I wrote to Disney to ask them to remind drivers of safety issues. Took a month before I heard from them. Basically they said sorry! Thanks for letting us know!

 

[roger_ramjet]

I wonder if maybe we've come to expect too much when it comes to customer service. Sending in complaints is all well and good, but I do wonder whether the GM or other ranking employee at a place like AKL even has the time to respond to every complaint that comes their way. I'm sure it's irksome when one's comments aren't addressed in a way that would one would like, but I just don't know that a personal response is going to be forthcoming in all situations such as this.

 

[puddleduck]

I don't think it is ever too much to ask for someone, anyone to address any situation. If I paid to stay at a Motel 6, I would still want someone to address my complaints, much less forking over several hundred to several thousand dollars to stay at WDW.

 

[LoraJ]

I emailed someone at Disney from an email address that i got off of the DIS. I just had a few minor concerns about CSR. They called me and addressed my concerns and said that they would be passing them along to the proper channels. That was pretty much all I needed.

I guess try calling the number and try again. Where did you send the letter to?

 

[tamu91]

It's a well known FACT. Disney does not handle criticism well, of any kind PERIOD. They rather bury their heads in the sand and hope you go away. Having said that, most CM that I've ever meet (in the park, at resorts, restaurants.....) are the ones that brings me come back to WDW year after year.
Let's face it. WDW is a BIG place and how many zillions of people passing through it everyday? You're going to run into some problems here and there so don't let one trip ruin your Disney experience.
I don't see anybody screaming about $25 buffets or $8 mickey ballons. Well, maybe we should

 

[KarenP99]

You pay a lot of money, yes. He had a complaint, it wasn't followed through with during his stay. If it were that critical he should have called the housekeeping manager or GM during his stay. Call the front desk and demand to speak with one of them.

Instead of waisting precious vacation time (which I understand), you went home and complained about it later. Which is fine, but after the fact complaints probably register as non-critical when it comes to replying.

Besides, in all honesty really the only issue that would need rectifying is the sticky floor. Installing the bed rails is your issue (and if it's a matter of your child's safety, you should have gone down to the front desk and kicked up some dust...to not do that, then blame disney for your child falling out of bed... ). There is no way for them to know from the phone bank that you have a DND on your door.

I do believe that when they say the appropriate people will see the letter, they will. I was a CM years ago (attractions), and we would get a stack of "guest comments" each month. It was all the comments (good and better) that were sent regarding our area. That is probably what they do at resorts as well.

I'm sorry it's not what you expected for a reply. If it bothers you, call the guy and tell him. Maybe he'll put you in touch with AKL if he know's how seriously you're taking these issues & that you're not looking for compensation.

Karen

 

[Miss Inga Depointe]

In all fairness, a complaint made way after the fact and in a letter or email to them is kind of weak, in itself.

If I had a serious complaint I'd do it onsite.

I don't know if you all realize how many people make fraudulant complaints just to profit from the situation. Unless you do it immediately, and have names, times, and very specific details, I think a vague apology is all you can really expect. They can't take the word of every email complaint I'm sure.

To the original poster I'm speaking in general terms and not about you.

 

[Sleepy]

I often wonder, thinking about aknowledging SPECIFIC complaints, do they REALLY do what they say they do to handle the situation?

For example, say as BR, the floors were sticky for more than one day and housekeeping obviously fails to do a thorough job. BR writes a letter. Many assume the letter only reaches the mail person and maybe a lower end complaint person. He get a chain letter. He feels his SPECIFIC complaint is not addressed and the issue was "blown off". That seems rather obvious.

Now, given the same scenario, lets say the letter reaches a "higher up". That person calls to say "we aknowledge SPECIFIC complaint of sticky floor and have notified housekeeping of the problem." How do we know for sure that was actually done? How do we know that particular person did not just say "notified housekeeping" to make you FEEL like they aknowledged a specific complaint and did something about it? Even having the head of housekeeping "speak" to the staff about sticky floors, UNLESS management goes behind the maids and INSPECTS the rooms (even at random), it seems almost useless to complain. (BTW, I have worked as a housekeeper, not Disney, and I can certainly say that EVERY room I serviced was thoroughly inspected even down to the streaks on the mirrors!).

Maybe BR should ask this person why the head of housekeeping is NOT inspecting these room.

 

[safetymom]

On the other hand, how do you not know that something has been done at the resort based on the letter that the OP sent? Just because he hasn't talked with someone personally yet doesn't mean action hasn't been taken.

 

[zcubed]

BostonRob,
if you decide that you would like to pursue this (and if I put this much thought into it, I probably would) what I would if it were me is take your letter that you sent and make a copy of it and in red letters, write "second letter" and circle the complaints or issues you wrote about but were not addressed. I would copy the form letter reply that you received as well. Then I would type up a very short note saying that these issues were not addressed in a satisfatory manner... and whatever choice words you might have. Then send the letter to the original guy you sent it to, cc it to the guy who wrote you the form letter, and if you want, cc it to the Disney CEO.

In the past when I have had issues with a company, while I would never expect the CEO to respond, I send out multiple copies so they know I am serious about wanting a real response. If you can find an article online about how customer service is so important to WDW, it is a nice touch to copy it, refer to it and include it.

Good luck.

 

[Ted and Holly]

BostonRob,
if you decide that you would like to pursue this (and if I put this much thought into it, I probably would) what I would if it were me is take your letter that you sent and make a copy of it and in red letters, write "second letter" and circle the complaints or issues you wrote about but were not addressed. I would copy the form letter reply that you received as well. Then I would type up a very short note saying that these issues were not addressed in a satisfatory manner... and whatever choice words you might have. Then send the letter to the original guy you sent it to, cc it to the guy who wrote you the form letter, and if you want, cc it to the Disney CEO.

In the past when I have had issues with a company, while I would never expect the CEO to respond, I send out multiple copies so they know I am serious about wanting a real response. If you can find an article online about how customer service is so important to WDW, it is a nice touch to copy it, refer to it and include it.

Good luck.

Or you could follow directions and call...

 

[DeirdreTours]

So, according to the former cast member (one of the posters above)-- BB should be happy with the response he got and besides his complaints are mostly illegitimate! Priceless!

Any "customer service" response that leaves the customer feeling angry enough to come complain to a public forum is clearly a failure. As to Disney "not having the time"-- that simply isn't true. Rather, Disney has made a decision that BostonBob's complaint isn't worth any expedenditure of their resources to address. Had customer service picked up the phone while reading the letter, calledd BB and Thanked Him for bring this matter up, Apologized for his sticky floor, wife waking and tardy rails, Assured him that his comments would be relayed at that next regular mousekeeping staff meeting and told him that Disney hoped to see him again soon--Bob would have been totally satisfied! Staff member would have spent five minutes.

Instead-- Bob is actively annoyed. Disney is out the same five minutes in letter prep and mail.

 

[DISUNC]

Wow, I once wrote Disney a letter, and a very nice woman from Disney called to let me know that she received the letter and apologised for the incident that I had written about. This was about 4 years ago. They also gave me a very suprising compensation. Which I didnt even expect.

However, in this day & age I feel as though customer service/satisfaction is at a ALL time low. The rare few times I did ever voice my concerns or complaints to a company, I address everything to the CEO. I always get results.

Too often consumer complaints go unnoticed and caught in the management/politics muck!

 

[cjsmom5]

This is an interesting thread. Just so everyone knows, I have been told that all letters regarding criticism or praise are forwarded to WDW Executive Offices. It is their job to handle these issues. In fact, I am so familiar with this office that they now have one person working in there call me each and every time. We are on first name basis. In the last 10 years we have experienced some massive "screw ups" and also some great service. I have written on each and everyone of them. And, surprisingly they have responded to each and everyone. At first, I got a couple form letters but I was persistent and did make the call. They did follow up and each time the situation was resolved to my satisfaction. In fact, this year it took two letters and two phone calls to convince them that I owed them money and their records were inaccurate. I told the gal that if it didn't work this time I was keeping my money. They were very much appreciative and the situation was resolved to both of our satisfaction ... so that was nice.

I agree that the letter was poorly written and I would encourage you to express that to the person that you talk with at the Executive Offices letting him know specifically how you feel about it. From my experience, persistence, although a royal pain in the XXX does pay off with Disney. While some areas I have seen change in ... there are others where I have not.

If it is important to you and you have time, I would call this person back. Depending on who it is ... they may be wishing you won't call ... and thus go away .... I am the type of person who doesn't believe in making anyone's job that easy ... after all ...I paid good money for a product and/or service and the least they can do is listen to my issue, acknowledge it, "pretend" they care (and in some instances they are pretending) and hopefully, they can take the info and do something positive with it.

So, while I agree the letter stunk ... without a doubt ... give him a call and let us know how it turns out in the end. Again, be honest about the letter and how you interpreted it .... cover your concerns about the issues you raised ... be nice but stand firm on your original concerns ...

Good Luck

 

[Jeanne B]

I got the exact same letter this week and I must say I was a little put off by it but I also understand they probably receive many, many letters which need to be responded to. I was downgraded at CSR over Memorial weekend from a preferred/waterview room to a standard room, I had a splitting headache, it was our first stay on Disney property and after traveling since 5:00 or so in the morning I just didn't have it in me to make a stink about it (never mind that there were a line of people behind me waiting to check in). Within a week of getting back I wrote a letter directly to the manager of CSR (I included her name which I got off these boards and mailed it to CSR). I also cc'd it to guest relations in hopes that the CSR mgr would realize I was serious about the matter and would respond accordingly but the only response I've gotten is the form letter from the Executive offices which gave me a phone # to call (a toll call) and if this person wasn't available it said to leave a number to reach me at during normal business hours (like most people, I'm working during normal business hours). Not very accomodating IMO but I don't know that I should expect anything more from a company the size of Disney.