Is anyone complaining to WDW itself?

[cjparker0110]

I would ask that you experience it first before you jump to conclusions about how terrible something is.

I'm not really jumping to any conclusions. As I said in my post, I haven't used it and cannot yet weigh in on it. I just was making an observation here that there is a lot of complaining about the system. Some of the reasons are valid. But in the many years I have worked in customer service positions I can tell you that face to face feedback is more useful to a company than online complaints on a message board. I just am trying to encourage those who have a real complaint to take the time to truly voice it to those who need to know. Does it guarantee change? NO. But if enough complain, then it can. The "billions" that WDW may have spent here will not matter if attendance starts to decline over the years as more people use it. It may not even be a bad system...maybe it needs a little tweaking. I don't know yet. I'll find out in two years.

What if in 2017 you use it and like it? Then you will have encouraged people to try and change something you ultimately liked.

I just thing when people are unhappy about something, they need to try to change it. I think a common problem in America is that we complain but don't always act. I remember in my Government classes that they said at any given time 80-85% of Americans are unhappy with Congress (doesn't matter what party is there). At the same time, 80-90% of all Congress people get reelected just about every time (with few exceptions here and there). Why? Because Americans don't vote! They complain about everything but don't vote...and when they do it is for the presidential election where they have the least voice of every election. Wanna make a change? Vote those little "unimportant" local elections. That's where most of the politicians get their start. Want to change the world? Change your local world where you have a voice and where decisions actually effect you individually. I digress...

I'm not sure how the system will work for us. We will be taking 4 kids with us who will be 6, 5, 3, and 18ish months. We will book some for sure, but probably won't have as many of the bigger rides because of the ages of our kids. So it may work great...it may not even be needed. We will try it though because that's what they have. I just figure if there are any "bugs" that need to be worked out to make it better, WDW needs to know about it so they can fix them....before 2017

Just want to make sure everyone knows: I am not for or against this system yet as I have not personally used it. I'll know more in 2 years. I just think if there is a problem with it that it should be addressed. If they receive TONS of complaints, they will act on them because that means there is genuinely a problem. If they receive only a handful, they will do nothing as they will perceive it to work fine. If they get TONS of positive comments, they will receive it works fine.

That is one other thing I would probably suggest: if something works well, make sure you pass that on too!

 

[Angel Ariel]

To answer the original question, yes, I have. I don't expect it to change anything, as they have too much invested in it, but yes I have contacted Disney.

 

[EPCOTgrl1]

The one time I did use it the only problem I had with it is that you could only get 3 FP in 1 park. That has changed so I am looking forward to trying it again on this next trip. I also don't like having to pre-plan everything about my trip, but I will take my chances and get passes when I am down there.

Other then that it is doing its job, as much as everyone complains about it. The wait times on the bigger rides has gone down and they are getting the maximum amount of people into the ride.

 

[goofy4tink]

While FP+ isn't my all time favorite thing to come down the pike, I certainly don't 'hate' it!! It could be tweaked to work better. If they allowed you to make FP+ choices in multiple parks on the same day, I think people would be happier. And give the ability to choose a 4th pass with the other 3. Other than those two things, I have no issue with them.
Have I complained about it? Nah. Just not that big a deal to me. I have received two surveys from Disney though...both pertained to how I tour the parks, especially with FP...both types. It gave various options that would change how they are doled out. So, I know that Disney realizes the things we don't like about the system.

But all in all? The vast majority of guests have no issue with FP+...once they understand it. And lets be honest....there were a ton of people that didn't understand how the old FP system worked!!! How many of us heard, multiple times, that it must be nice to have enough money to get into that 'fast lane' and not have to wait like the peasants!!? I know I heard it, many times.

 

[RenaissanceBabe]

My last trip to Disney world was with Fastpass- or legacy whatever it's being called these days. To put it bluntly it sucked. When we vacation we like to take it easy and rope dropping and running for fast passes weren't really in our plan. Previous years I'd been there the whole running out of fast passes wasn't a big deal. And it had been quite a while since I'd actually been in a park but it really put a damper on my experience.

In planning for our upcoming honeymoon trip I am so much more at ease because I've got the important ones already in the schedule. We'll rope drop maybe two or three times, but we have schedule our Fastpasses so we can sleep if we really want to. I love the new system and have told Disney as such. Yes it's not as great for those staying off site but Disney isn't really interested in giving you perks for paying them less money. I do think they need to reevaluate how they handle AP holders though. But 3 Fastpasses are fine for me. I can stand in line for everything else. With the old system I was lucky to get two.

 

[Karin1984]

From my experience in customer service a few years ago, when a customer told us their concern about their product it rarely was passed on to someone higher in rank. You apologized 'sorry that you feel that way, we value your feedback etc.' Even if things escalated and it did reach management, it rarely caused things to change. If you have a 1,000 people using your product and only 1 customer complains. It's not worth the investment. If things would need change, it would take years before it actually happened.

I nowadays skip the threads where the title already says how much the writer hates FP+ and how much better it was in the olden days. It's usually the same people reacting to a new thread.

I am curious if these people will unite on Facebook in a group titled 'We hate Disney's FastPass+' or something similar. Or maybe make a youtube video with a catchy song. Then the pro-FP+ people can make a response video called 'Let it go'.

 

[JanaDee]

I'm not really jumping to any conclusions. As I said in my post, I haven't used it and cannot yet weigh in on it. I just was making an observation here that there is a lot of complaining about the system. Some of the reasons are valid. But in the many years I have worked in customer service positions I can tell you that face to face feedback is more useful to a company than online complaints on a message board. I just am trying to encourage those who have a real complaint to take the time to truly voice it to those who need to know. Does it guarantee change? NO. But if enough complain, then it can. The "billions" that WDW may have spent here will not matter if attendance starts to decline over the years as more people use it. It may not even be a bad system...maybe it needs a little tweaking. I don't know yet. I'll find out in two years.



I just thing when people are unhappy about something, they need to try to change it. I think a common problem in America is that we complain but don't always act. I remember in my Government classes that they said at any given time 80-85% of Americans are unhappy with Congress (doesn't matter what party is there). At the same time, 80-90% of all Congress people get reelected just about every time (with few exceptions here and there). Why? Because Americans don't vote! They complain about everything but don't vote...and when they do it is for the presidential election where they have the least voice of every election. Wanna make a change? Vote those little "unimportant" local elections. That's where most of the politicians get their start. Want to change the world? Change your local world where you have a voice and where decisions actually effect you individually. I digress...

I'm not sure how the system will work for us. We will be taking 4 kids with us who will be 6, 5, 3, and 18ish months. We will book some for sure, but probably won't have as many of the bigger rides because of the ages of our kids. So it may work great...it may not even be needed. We will try it though because that's what they have. I just figure if there are any "bugs" that need to be worked out to make it better, WDW needs to know about it so they can fix them....before 2017

Just want to make sure everyone knows: I am not for or against this system yet as I have not personally used it. I'll know more in 2 years. I just think if there is a problem with it that it should be addressed. If they receive TONS of complaints, they will act on them because that means there is genuinely a problem. If they receive only a handful, they will do nothing as they will perceive it to work fine. If they get TONS of positive comments, they will receive it works fine.

That is one other thing I would probably suggest: if something works well, make sure you pass that on too!

Many people here have said they've contacted Disney in a variety of ways about their feelings about FP+. I have expressed my thoughts in surveys, in person and by email and received the typical Disney canned response.

 

[WillAustin]

I've complained to Disney. Disney knows. The CMs know. Based on my own conversations with many CMs, they get a lot of complaints about FP+ and the whole MM+ system.

I doubt they would be looking to roll it out at Disneyland if it wasn't beneficial to do so.

Based on the recent Fast Company article, they aren't rolling it out at DLR.

 

[FeralCatRogue]

I am curious if these people will unite on Facebook in a group titled 'We hate Disney's FastPass+' or something similar. Or maybe make a youtube video with a catchy song. Then the pro-FP+ people can make a response video called 'Let it go'.

And then Disney will use it to promote Frozen 2! and Frozen the Broadway Musical!

In all seriousness, I've never had an issue with fastpass, but I don't rely on it and trips are just me and my mom so I don't have to worry about coordinating large numbers of fps. My only experience trying to get high demand FP for a trip went well (A&E and Soarin'), and I hardly remember the old paper system because I rarely used that either.

I do agree though with what people say if you do not like it let yourself be heard, I may not have issues with the system but I know others have and as with beta testing a game which I do often problems i get others won't and vice versa, and if only one side speaks they'll never know the full picture of the possible issues.

 

[Nancyg56]

I'm not really jumping to any conclusions. As I said in my post, I haven't used it and cannot yet weigh in on it. I just was making an observation here that there is a lot of complaining about the system. Some of the reasons are valid. But in the many years I have worked in customer service positions I can tell you that face to face feedback is more useful to a company than online complaints on a message board. I just am trying to encourage those who have a real complaint to take the time to truly voice it to those who need to know. Does it guarantee change? NO. But if enough complain, then it can. The "billions" that WDW may have spent here will not matter if attendance starts to decline over the years as more people use it. It may not even be a bad system...maybe it needs a little tweaking. I don't know yet. I'll find out in two years.



I just thing when people are unhappy about something, they need to try to change it. I think a common problem in America is that we complain but don't always act. I remember in my Government classes that they said at any given time 80-85% of Americans are unhappy with Congress (doesn't matter what party is there). At the same time, 80-90% of all Congress people get reelected just about every time (with few exceptions here and there). Why? Because Americans don't vote! They complain about everything but don't vote...and when they do it is for the presidential election where they have the least voice of every election. Wanna make a change? Vote those little "unimportant" local elections. That's where most of the politicians get their start. Want to change the world? Change your local world where you have a voice and where decisions actually effect you individually. I digress...

I'm not sure how the system will work for us. We will be taking 4 kids with us who will be 6, 5, 3, and 18ish months. We will book some for sure, but probably won't have as many of the bigger rides because of the ages of our kids. So it may work great...it may not even be needed. We will try it though because that's what they have. I just figure if there are any "bugs" that need to be worked out to make it better, WDW needs to know about it so they can fix them....before 2017

Just want to make sure everyone knows: I am not for or against this system yet as I have not personally used it. I'll know more in 2 years. I just think if there is a problem with it that it should be addressed. If they receive TONS of complaints, they will act on them because that means there is genuinely a problem. If they receive only a handful, they will do nothing as they will perceive it to work fine. If they get TONS of positive comments, they will receive it works fine.

That is one other thing I would probably suggest: if something works well, make sure you pass that on too!

I think that the issue folks have with your post is that you have not actually used this system, yet you think that based on the complaints you read, it should be changed. This system is being "tweaked" and is not the FP+ that was rolled out originally, and as time goes by, and the "glitches" are worked out, it will continue to change. By the time you get to book your FP+, I bet that several more changes will have occurred.

I really think that FP+ works well for some, and is a detriment to others, depending on how you used FP-, when you book your stay, if you stay onsite, how you tour, and when you purchase tickets. Disney is really between a rock and a hard place IMO, because of increased attendance and limited Big Ticket attractions, so they needed to do something, but this new system is not what everyone wants.

I used it, and was pretty happy in general. I have feedback, but it was not to toss the baby out with the bathwater.

 

[jtowntoflorida]

You can add my list to the names of people who have offered feedback to Disney on My Magic+. Other than a generic "we'll respond in 7 days" email, I've never received a response back from them. After requesting follow-up three times, I gave up. It's clear to me that they don't want to hear negative guest feedback. All they focus on are surveys full of slanted questions that show a majority of guests think My Magic+ is awesome.

 

[tjmw2727]

I am in the process of writing about issues we had a few weeks ago. My issues are more with the magic bands and technology rather than FP+ itself. We had issues with charging on certain bands but not every day, bands not opening doors, DME glitches when we needed to change things due to illness and a dropped/missing ADR as well as a couple other small issues. These issues took a few trips to GR at the parks and then a long visit to the resort concierge and were never properly fixed. I would much rather have spent those 2+ hours enjoying the parks resorts!

 

[I M Fearless]

According to this they are rolling it out at Disneyland... http://www.disboards.com/threads/it...magicbands-coming-to-disneyland-soon.3365023/

 

[Angel Ariel]

According to this they are rolling it out at Disneyland... http://www.disboards.com/threads/it...magicbands-coming-to-disneyland-soon.3365023/

the article in the op of the thread in this quote is older than the Fast Company article saying that MBs aren't coming to DLR. If you read towards the end of the above linked thread, you will find the Fast Company article linked within it as well. Thr Fast Company article is more recent.

 

[theycallmered]

After experiencing multiple issues with our Premier Pass and our Magic Bands we wrote to Disney regarding our experiences. Disney did a great job of responding to our concerns and fixing what they could after the fact.

 

[5kidsmommy]

No but my last trip using it, in January 2014 before it was fully rolled out I did let them know that I liked the ease of it because I did. I prefer it to the old system.

 

[ServerisBusy]

From my experience in customer service a few years ago, when a customer told us their concern about their product it rarely was passed on to someone higher in rank. You apologized 'sorry that you feel that way, we value your feedback etc.' Even if things escalated and it did reach management, it rarely caused things to change. If you have a 1,000 people using your product and only 1 customer complains. It's not worth the investment. If things would need change, it would take years before it actually happened.

Unfortunately, that is true of many large companies where the only feedback they listen to is the sound of less dollars being spent.

Individual complaints might be tracked and indexed and stored in a KPI database but seldom is there a proactive process in place to incorporate them into planning. Rather, the process is passive and those complaints are only "discovered" when they start investigating the reasons for reduced demand, spending, revenue, and profits.

 

[I M Fearless]

I'm glad to hear that it may not be coming to DLR. I can't see the benefit of it from the mouse's point of view, with so many guests staying offsite they wouldn't be able to drive up MB spending in the way that has happened in Orlando.

I very nearly booked to go to DLR instead of WDW just to get in before the possible roll out!

I have to say I like Fastpass plus at WDW, I do feel the benefits out way the disadvantages for most guests, I previously made good use of FP- but have managed to make the new system work for us.

I think the biggest problem is stagnation in Epcot and DHS: with so few etickets for people to actually ride it makes the whole system groan of rationing. It certainly works best at MK with a fair few attractions.

I hope Disney listen to all feedback and gradually respond to make the system better.

 

[cakebaker]

the article in the op of the thread in this quote is older than the Fast Company article saying that MBs aren't coming to DLR. If you read towards the end of the above linked thread, you will find the Fast Company article linked within it as well. Thr Fast Company article is more recent.

Actually, I think the most accurate thing one can say about it is what the article itself said:

Like [Bob] Iger, [Tom] Staggs heralds how MyMagic+ will eventually spread to the other Disney theme parks. But when I press him on exactly what this means, Staggs says the company will roll out "variations on MyMagic+." He explains that this "doesn’t mean the MagicBand will be used in every [park]." MagicBand probably won’t come to Disneyland in Anaheim, California, because restructuring costs would be too high.

And the furthest you can take that is that the mb "probably won't come to DL"- but that MM+ will in some variation, show up. In other words- we have no clue what they're going to do but it is definitely not definite that MB's are not coming and more than likely you will see some reincarnation of the system of DL in the future.

Clear as mud...

 

[Zippa D Doodah]

Not saying anyone's opinion is not valid, but over the years I have seen people here say they were going to quit going to WDW because...
1) shortening of evening EMH to two hours instead of three
2) end of old e-ride nights
3) loss of appetizer and tip credit on dining plan
4) dirty parks
5) death of Spectromagic

I am sure there are others, but this handful comes to mind. We all love WDW, and therefore are passionate to a varying degree about certain elements of a WDW vacation. When things don't roll our way, spleens must be vented. It's all good