Is Disney really that clueless?

[connie1042]

We are going in Sept, so have been on the boards more. Had a major problem with MDE awhile back and wrote customer service. Had a rep call me. Had a few questions. The answers that were given to me were wrong. The info on this site is much more up to date than the Disney site. This rep even called AK while I was on the phone, and still was given the wrong info. AK parade is no longer going on. She said yes it was, and said it was a new parade. Really. Are these people that clueless? I was told the DIS is not an OFFICIAL SITE for WDW, but thousands of people can not be wrong. I know they monitor this site, but they certainly do not take the contents in to consideration. I cannot believe all the miss information that they give out. Reading the boards the last couple of months, I am not alone in thinking Disney has no idea what goes on in there parks. I am reading a lot more negative comments than positive ones, for many reasons. Pool closings, remodeling, prices, FP+, food quality, and even rope drops. I think it is just crazy. Am I the only one that feels this way? I can deal with these problems, and we will have a great trip, but I feel sorry for people that ask Disney questions and get the wrong answers.

 

[JimmyV]

Disney, (and to be fair, lots of other companies) suffer from the problem that the world is shrinking, and people want instant answers to all questions. In theory, all information about all topics is available to any one person instantly. That is what is meant by a shrinking world. If you asked me 20 years ago what the GDP of Ghana is, I would have to research the question and get back to you with an answer, and how long it might take me to find the answer is anybody's guess. Today, I could probably find that out in less time than it takes me to type this sentence. People demand instantaneous information, and the price they pay is accuracy. Companies like Disney seem to be more concerned with quenching the thirst for instant information than they are satisfying the need for accurate information. Disney is a huge enterprise and getting bigger every day. It is simply not possible for any one person (other than Robo ) to know everything about every topic. But instead of saying to guests: "I am not certain of the answer to that question. Let me find out and get back to you. Can I call you or email you when I find out more?", they say: "Here is the answer" even if it is wrong. Personally, I prefer accuracy over speed. If I am planning a vacation that is to take place 6 months from now, (or 6 weeks...or 6 days), then I can certainly wait a few hours for an accurate answer. For some reason, Disney doesn't want its CMs to sound uninformed so it does not train them to do research and follow up later. (Or if it does train them to do that, the training isn't sticking). But if I were CEO for a day, one of the first things that I would do is instill into the Disney culture that anyone who is in a position where they must field questions will be responsible for finding out accurate information and personally following up with prospective guests. Off-the-cuff answers that are wrong would simply not be tolerated. Again, this isn't just Disney. It is happening everywhere.

 

[DLM1980]

If you asked me 20 years ago what the GDP of Ghana is, I would have to research the question and get back to you with an answer, and how long it might take me to find the answer is anybody's guess. Today, I could probably find that out in less time than it takes me to type this sentence.

40.71 billion USD (2012)


Took me about 5 seconds to type it into google and about .25 of a second for google to spit it back out to me