Interesting thing happened while I was on hold to make ADR's

[Miss Ang]

I called one day last week right at 7am, to make reservations at Chef Mickey's and the castle. I was on hold for only a few min's before a CM answered, CM said she would need to transfer me. Ok. I held for about 20 more min. was beginning to wonder if I had been lost during the transfer process. I decided to call from my cell phone while I was still on hold on my home phone. This was at about 7:25am. Again I was on hold for only a few minutes before a CM answered and again, I was going to be transferred. So at this point I'm on hold with both my home and cell. About 5 min. of holding on my cell phone someone came on and took my reservation! So I hung up my home phone (which is the number I had called from first, RIGHT at 7am). I didn't mention it to the CM, just figured that my original call really was somehow lost in the loop during transfer.

Fast forward to today when I called to make the rest of our ADR's. I went through the same situation and called from my home phone. Waited about 20 min after the CM said they had to transfer me, so I decided to try from my cell and AGAIN got through to someone to take my reservations, all the while I am STILL on hold with my original call I made from my home phone. Isn't that strange?! This time I left my home phone call connected just to see if anyone would pick up. They did not. I completed all my reservations from my cell phone and still, no one ever answered the original call. I finally hung up my home phone when I completed my call on my cell phone.

So obviously, calls are not being routed correctly and/or they are not being answered in the order recieved. Wonder what's going on or if Disney is aware that this is a problem?

 

[kaytieeldr]

Wow. If you do the same routine again, and get through to the second line on the second phone, and are close to completing the call while still on hold on the first phone, I'd ask for a supervisor. Seriously - and tell that person your experience, and point out that calls aren't being processed in the order received, etc.

I wouldn't be as easy-going as you - I'd have started letting Disney know they have a problem, the second time it happened to me