Is this any way to treat customers (guests)?

[dominiondad]

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).

I get it, but give me the option to send it in via mail or handle at a Disney store/authorized travel agent. Driving/flying several hundred miles months before my vacations is absurd and waiting until the first morning of my vacation creates other problems.

 

[amgodinich]

The crazy thing is, I'm actually trying to give them MORE money. We're currently scheduled to check in on a Friday, and I want to add a day to check in on Thursday. For some reason that's not a modification you can make online, so I have to call. If your call service is that bad, there's no reason not to be able to make a change like that online.

 

[luv2cheer92]

The crazy thing is, I'm actually trying to give them MORE money. We're currently scheduled to check in on a Friday, and I want to add a day to check in on Thursday. For some reason that's not a modification you can make online, so I have to call. If your call service is that bad, there's no reason not to be able to make a change like that online.

That's weird, I've always been able to make a change like that online (did it for my trip that I took last week). Unless you're close to your trip, I feel like within 2 weeks or so I've seen that option disappear.

 

[Turksmom]

That's weird, I've always been able to make a change like that online (did it for my trip that I took last week). Unless you're close to your trip, I feel like within 2 weeks or so I've seen that option disappear.

The new algorithm hates one night stays, so unless the entire date range is available, you can't modify to add a night. Even the call center CMs are having trouble working around it.
PP, if possible, add 2 days and call to remove one- for some reason that is easier to accomplish

 

[amgodinich]

The weird thing is that my stay isn't for almost a year, but when I go online it says I have to call to modify my reservation.

 

[BebopBaloo]

I commiserate.

I wanted to renew a family member's pass before the day that the new version of the APs came out. I spent a long time on the phone and in chat trying to get a cast member that could help me. It was for someone that isn't 18, so they couldn't renew in the MDE app, or on the website, but they had a separate MDE account, so it needed to be merged, etc. I kept getting put into the wrong phone loop. The AP number on the WDW site doesn't actually take you to the AP line. The chat person was incredibly rude. They had false information, said some rude things without any reason, etc. I finally was given another number to try, but it was just after 11pm and they had started to roll out the new version of the APs in the system at 11pm. so even though it was still technically the last day to renew the old version...I was already out of luck.

I calmed down and sent an email the next morning to the AP email address, explaining all the tech issues and phone issues that prevented me from getting in touch with someone who could help me in time to keep the old version of the AP. TWO weeks later, I got a response that said 'Due to unforeseen circumstances, we regret not providing a more prompt reply to your inquiry.' and that there was nothing to be done. Because of their issues in three different departments, the app, the website/chat, and faulty phone web/tree/tangle/bermuda triangle of lost hope, we ended up paying more for the new version of the AP with less benefits.

It's taken me a bit to calm down from that. Yeah, okay, I'm still upset.

 

[whiteness]

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

Being able to reach someone when you need assistance is one aspect of "good customer service" in my opinion.

 

[tbssenterprises]

Ugh, I was mistaken. My issue wasn't resolved. So I sent an email to the above email address and still trying to call that number that someone placed above.....fingers crossed.

 

[Dead2009]

Being able to reach someone when you need assistance is one aspect of "good customer service" in my opinion.

I'm all for good customer service, but the OP says they were mistreated. I'm asking how.

 

[Bella the Ball 360]

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 definitely take a part time job working the phones from home.

Anyway this is just horrible.

I agree with you. As Disney tries to be more and more elitist, I feel like the "meat and potatoes" people are cast aside. Honestly, I am sick of the covid excuse that is used for everything everywhere. Yes it does exist but I often wonder just how valid it is in every instance that it is used. I bet if you were a Club 33 member you would have no problem getting their attention. In fact, I feel like they wish we were all club 33 members! I also agree that there are lots of "young retirees" out there who would love a work from home part time job, heck I bet there are lots of people retired or not who would love a work from home part time job because they have constraints such as small children or an ailing family member they take care of.

 

[whiteness]

I'm all for good customer service, but the OP says they were mistreated. I'm asking how.

I guess, in order to be "mistreated" one needs to be "treated", and Disney failed to treat them at all. So, in that sense, you've got a point.

 

[EastYorkDisneyFan]

I get it, but give me the option to send it in via mail or handle at a Disney store/authorized travel agent. Driving/flying several hundred miles months before my vacations is absurd and waiting until the first morning of my vacation creates other problems.

They probably don't deal with it enough to have to make an option for people to mail it in or take it somewhere. I think depending on the age of the ticket you might be able to add it to your My Disney experience and it might be able to tell you if you have any unused days other than that the only way would be in person again for security and legal reasons for Disney

 

[CBMom01]

Ive been using the callback function and it works great. Admittedly, I’ve not been able to answer a couple of times but they always try twice.

 

[Turksmom]

I called today to upgrade DD13's ticket to an AP. After 90 minutes on hold, I was told that my call was directed to the wrong dept. CM was very nice and apologetic and offered the call back option since the ticketing wait would be approx. 82 minutes.
I received the call back within 30 minutes from an amazing CM! We laughed the whole way through the call! She upgraded, verified and re-booked all of DD's park reservations. All done quickly and efficiently. So the customer service was terrific- it's just a challenge to get that far.

 

[amgodinich]

I'm glad they were pleasant and apologetic once you spoke to them, but I'd have a hard time qualifying any conversation after 90 minutes on hold to be "terrific". I'd totally use the callback function if that were an option, but I never get to a point that I can do that.

 

[Turksmom]

The service by the CM I spoke to was terrific. I'm sure she had nothing to do with the lack of adequate staffing.

 

[Kennywood]

When dealing with customer service issues, my wife has taught me to take VERY detailed notes. EXACTLY the time when I made contact, the name of the contact person, what was discussed, what's to be done, any extra details of the conversation, and the EXACT time the contact ended.

That might seem like overkill, but it definitely pays off later. If you have to follow up with someone, they really pay attention when you're able to tell them the name of the person with whom you spoke, the date and time of the conversation, etc. They're used to being able to bluff their way through a conversation. They are rarely ready to deal with someone with so many details and so much information. And they know that you're taking down the same level of information about them.

It's amazing how helpful they are then.

 

[mshanson3121]

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.

I feel like maybe they should have re-routed a bunch of those employees they let go to their call centres. I've tried calling several times over the last few months. The estimated wait has never been less than a couple hours, and chat has always been unavailable. I do not have that sort of time to waste on hold. So, I guess if they don't get their act together and hire a decent amount of people to answer their phones or work the chat feature in time for me to make the necessary changes to my reservation, I'll just hit the cancel button. I can do that in mere seconds.

 

[CBMom01]

Everyone is having trouble finding and retaining good employees right now. We should all praise and reward the CMs who are doing what I’m sure is a thankless job right now

 

[BebopBaloo]

Everyone is having trouble finding and retaining good employees right now. We should all praise and reward the CMs who are doing what I’m sure is a thankless job right now

Agreed. It’s not the CM fault. Even the really rude one I encountered via chat was probably just at his wits end with the mess they must deal with every day. Still shouldn’t have been rude, or been giving bad info… but ultimately I wasn’t upset with them so much as I was with the broken systems.