We are new annual passholders, and were very disappointed when the EMHs for the weekend we're going (April 15-17) were changed at the last minute. We are only going for two and a half days, so we planned out everything meticulously. When they did the last minute change it shot a hole through both character breakfasts and messed up our plans to schedule fast passes in order to avoid EMH crowds. I sent an email to guest services. I explained the entire situation and how we need to rethink our entire plan just 18 days before we leave.
A few trips back (before we were passholders) we had the most incredible service from Guest Relations. Long story short- we were stuck on monorail for over an hour and were screamed at when we went on the resort monorail (even though that's what a CM told us to do). They acknowledged the problem and genuinely apologized (<-- the key to customer service in my opinion) and on top of that gave us 3 extra fast passes since we missed rope drop!
I wasn't expecting any kind of perk when I emailed, but at minimum I wanted the problem to be acknowledged and some sort of apology/explanation. The reply I got simply said "we have gotten a lot of complaints on this issue. Thank you for your feedback and it will be passed on." She didn't offer an apology, never really addressed the concern, and the entire message looked like it was a general copy and pasted script. I felt like I was brushed off. The half-hearted reply annoyed me more than them changing the hours in the first place! (*disclaimer- I know that this issue is not the end of the world, and we will still enjoy the trip. Also, I know I am a stickler for quality customer service! )
***Vent Over***
For a business that charges such a high price for things, you would think that their customer service would be absolutely tip top shape.
What have your experiences been like?
A few trips back (before we were passholders) we had the most incredible service from Guest Relations. Long story short- we were stuck on monorail for over an hour and were screamed at when we went on the resort monorail (even though that's what a CM told us to do). They acknowledged the problem and genuinely apologized (<-- the key to customer service in my opinion) and on top of that gave us 3 extra fast passes since we missed rope drop!
I wasn't expecting any kind of perk when I emailed, but at minimum I wanted the problem to be acknowledged and some sort of apology/explanation. The reply I got simply said "we have gotten a lot of complaints on this issue. Thank you for your feedback and it will be passed on." She didn't offer an apology, never really addressed the concern, and the entire message looked like it was a general copy and pasted script. I felt like I was brushed off. The half-hearted reply annoyed me more than them changing the hours in the first place! (*disclaimer- I know that this issue is not the end of the world, and we will still enjoy the trip. Also, I know I am a stickler for quality customer service! )
***Vent Over***
For a business that charges such a high price for things, you would think that their customer service would be absolutely tip top shape.
What have your experiences been like?