Is this any way to treat customers (guests)?

[tbssenterprises]

I have been trying for days to contact someone in customer service regarding a billing issue. There doesn't seem to be a dedicated number, so I've tried the general number and also the AP line. Every time, I had to give up after holding for about 90 minutes.

Seriously, is this any way to treat the people who PAY money to support the company? If they don't have enough people working the call centers, then for Goodness Sake, rethink the way you do it. Perhaps having people working remotely part time all across the country would work. As a young retiree, I would defintely take a part time job working the phones from home.

Anyway this is just horrible.

 

[GBRforWDW]

Have you tried the chat feature in the app? Not sure if they could solve your problem, but they should be able to get you a better phone number to call and they seem to answer quickly most of the time, but with notifications on, if you had to do something else while you wait, you would get alerted when they did respond.

 

[Dead2009]

SO....how did they treat you exactly? This just comes off as the call centers being off the hook.

 

[igrsod]

I agree with this 100%. I have waited on hold multiple times this year for more than 90 minutes also. They really do need to staff the phones better, as well as make it easier for staff to do their jobs. I say this because once I got a cast member on the line, when they had to deal with my issues it took them over an hour to do that... that takes that person away from answering the next call for that time. I mentioned it to the cast member that the things I was asking to do were not that crazy and it's weird that it would take so long to accomplish... and that this is contributing to the long hold times.
I hope they get it together soon. I dread having to call now for anything.

 

[tbssenterprises]

Have you tried the chat feature in the app? Not sure if they could solve your problem, but they should be able to get you a better phone number to call and they seem to answer quickly most of the time, but with notifications on, if you had to do something else while you wait, you would get alerted when they did respond.

Actually, the chat feature (yesterday) was blocked out. Will try again today....Meantime, I'm at the 45 minute mark .........

 

[GBRforWDW]

Actually, the chat feature (yesterday) was blocked out. Will try again today....Meantime, I'm at the 45 minute mark .........

Uggh sorry. I understand that frustration. I've definitely spent 3 plus hours on hold with various companies that just can't get the workforce needed to handle everything in an appropriate amount of time.

 

[tbssenterprises]

Maybe companies need to rethink the way they do business. There are plenty of people who would work customer service/part time remotely (as far as retirees are concerned).

 

[rick1zoo2]

try calling Billing: (407) 828-5630

 

[Allison]

Perhaps having people working remotely part time all across the country would work.

I thought that is what they already did.

 

[ChipnDale79]

should never have to be on hold that long. this has been a problem for awhile now, and disney hasnt addressed it.

 

[shh]

Have you tried the chat feature in the app?

I've never had any luck w/chat. I always get the same answer, no matter what I'm asking. "I apologize, but as a Chat rep, I can't do that...access that....change that...resolve that...etc, but suggest you call." Then they give me the number I couldn't get through on before. lol

I also tried emailing them 2x since July but never received a response either time after waiting at least 3-4 weeks. I gave up, as my question wasn't that critical. Just don't have patience to sit on long phone holds anymore.

But I truly feel for anyone who has an important or time sensitive issue - it's really hard to reach them these days.

 

[shh]

They really do need to staff the phones better, as well as make it easier for staff to do their jobs.

I think that's the problem...they really don't "have to"...they keep getting tons of customers and bookings no matter how poorly staffed, how frustrating it is to reach them. Unless it hits their revenues quickly and deeply, there's no real urgency on their part to improve.

 

[Pens Fan]

It's very frustrating and it's not getting any better. The phone waits are simply not acceptable. And that's assuming you can even get in a queue. Often you just get the message that all circuits are busy.

Chat is useless for all but the most basic requests and it's not always available. Yesterday I was able to access it, but it took them 7 hours (yes, you read that right) to answer my question. And the the answer they gave was completely useless. Everytime I try chat and am disappointed I tell myself, never again. And then when I can't get through on the phone, I give in and try chat only to end up annoyed.

Sorry OP that you're having problems. A while ago DFB posted a list of Disney direct phone numbers for various depts and one of them was listed for "Questions / Comments About a Prior Visit" and the phone number was (407) 939-6104. Maybe try that one?

Good luck.

Edited to add:
Link to DFB post of phone numbers

 

[MrWonderful]

WDW Guest Services Billing guest.services.billing@disneyworld.com

 

[dominiondad]

My concern is that they don't really answer your question. I called to express frustration than an old ticket couldn't be converted to a new ticket without driving 17 hours to Magic Kingdom and asked if there was any place closer where I could convert the ticket. They suggested Downtown Disney, which would have cut my drive down to 16 hours 57 minutes. Not really the solution I was looking for.

 

[snowwhite84]

I thought that is what they already did.

Yes, came in here to say this.

 

[Turksmom]

I also tried emailing them 2x since July but never received a response either time after waiting at least 3-4 weeks.

Don't give up hope! On 9/30 I received an email from Passholder services in regards to my email on 9/10. It basically said they could see in my account that I had already resolved it.

 

[tbssenterprises]

Thank you all for the contact info for billing. It seems as though the issue has been addressed .... but will wait to verify tomorrow with my credit card company. If it's not, I'll try the number and email posted. Thank you!

 

[amgodinich]

I have tried calling to update our resort reservation several times. It's kind of maddening that you have to wait 5 minutes and go through their whole auto-spiel before being told that it's a 90 minute wait. No way I'm waiting on hold that long, so I usually just hang up when I get to that point.

 

[EastYorkDisneyFan]

My concern is that they don't really answer your question. I called to express frustration than an old ticket couldn't be converted to a new ticket without driving 17 hours to Magic Kingdom and asked if there was any place closer where I could convert the ticket. They suggested Downtown Disney, which would have cut my drive down to 16 hours 57 minutes. Not really the solution I was looking for.

That's something that you need to do in person as depending on the ticket they need to be able to validate it at either the ticket boths or guest realtions tio find oit waht its value is and what remains on it. It's probably most likely because people sometimes commit fraud by trying to sell used tickets (not saying this is the case with you but that's the most likely reason as to why).