Last minute call for more $$$$$ ?!?Updated with Disney's Response!

[peel]

I have nothing to add but huge doses of pixie dust!
I really hope this all works out for you!

 

[outlander]

I don't want to add to your anxiety but it sounds like WDW priced your vacation wrong in the first place and now wants to make things right:

You have a 7 night package at the CR 14th floor concierge plus dining with 2A
2C 7 day MYW + Hopper tickets - that package at rack rate would come out to roughly $5999 as they are stating.
That would make your room in value season around $4213 rack rate inc tax.

With a 40% discount room would be around $2528 add 2A DDP ($545) and 2C DDP ($153.86) 7day MYW + Hopper tickets 2A ($562) 2C ($482) (keep in mind, I am estimating so #'s will not be dead on, but you will get the idea)

Total discounted room pkg @ 40% = about $4270. Which would be a great deal...You are saying that you paid $2999 - $1271 difference.

Sounds like a computer glitch to me or original CM error that they may look to correct (and may be within their rights to do so based on the paperwork and what others have posted).

Again, I really hope things work out for you; just wanted to point out the numbers so you can really see what you are dealing with. Good luck!

This is what I was thinking happened. When the original poster kept saying $0 balance and referring to all of the documents showing $0 balance and the credit card statement matching the screenshot, I thought there might be something to that. I mean really, who takes a screenshot of a $0 balance unless they KNOW there might be something wrong. I would be more than happy to be wrong but it seems like 'somethin' ain't right' here. If the AMEX bill shows the payment to be something even remotely close to what a room would normally cost (with a discount of course) and not some ridiculously low amount, then I would be screaming too. If someone is just trying to take advantage of a glitch in the system (knowingly or unknowingly) then things are different.

Hope everything works out!

 

[disprincessatheart]

This is what I was thinking happened. When the original poster kept saying $0 balance and referring to all of the documents showing $0 balance and the credit card statement matching the screenshot, I thought there might be something to that. I mean really, who takes a screenshot of a $0 balance unless they KNOW there might be something wrong. I would be more than happy to be wrong but it seems like 'somethin' ain't right' here. If the AMEX bill shows the payment to be something even remotely close to what a room would normally cost (with a discount of course) and not some ridiculously low amount, then I would be screaming too. If someone is just trying to take advantage of a glitch in the system (knowingly or unknowingly) then things are different.

Hope everything works out!

I took that to mean the OP had a screenshot of her online payment, which she would have taken as proof of payment and would also show the remaining balance, in this case being $0.

 

[Texasmomof3]

I can't wait to hear how this turns out. Keep us posted. We are hoping for the best. I think Disney should have to honor the prices quoted even if it is a glitch in their system for some reason the same as a store has to honor it's published prices. Sheraton had a computer mess up several years ago and was taking reserv. at some plush (Tahiti maybe) resort for like 99.00. They caught it several hours later but agreed to honor those reserv. that had been made.

 

[CarolinaBlue]

I mean really, who takes a screenshot of a $0 balance unless they KNOW there might be something wrong.

Well, I do just in case something GOES WRONG. I'm kinda paranoid about things like that, so I do that just in case. When I made my final payment online, I took a screenshot so I had something in case I didn't receive anything in the mail. Of course, a week later, I recieved an "invoice" in the mail showing my $0 balance.

I hope everything works out for everyone.

 

[SilverMickey]

This is what I was thinking happened. When the original poster kept saying $0 balance and referring to all of the documents showing $0 balance and the credit card statement matching the screenshot, I thought there might be something to that. I mean really, who takes a screenshot of a $0 balance unless they KNOW there might be something wrong. I would be more than happy to be wrong but it seems like 'somethin' ain't right' here. If the AMEX bill shows the payment to be something even remotely close to what a room would normally cost (with a discount of course) and not some ridiculously low amount, then I would be screaming too. If someone is just trying to take advantage of a glitch in the system (knowingly or unknowingly) then things are different.

Hope everything works out!

I always print any transaction on the computer that has anything to do with a payment. I don't wait for the e-mail reciept I just print it off the page. E-mail is not a sure thing. (At least here) My flight I just got I printed the page from the internet and never did receive my e-mail notification. I spoke at length with the airline and they finally sent a new one and they said It was good I printed my info and had the confirmation numbers... So sounds like I take a screen shot of any balance ) or otherwise...

I hope this gets resolved quickly... I'm thinking staying off site may be my best bet at this point...

 

[outlander]

I guess since I have been quoted on the screenshot comment three times now, it stands out as important (?)
I can absolutely agree that it is a precaution and not necessarily something out of the ordinary. Perhaps I shouldn't have made more than one mention of it.
I will clarify what I felt I wanted to be the main idea of my post:

If the payment made (as documented on the AMEX bill) is anything remotely close to what a regular reservation (with a valid discount code) would cost, then I would do everything within my power to dispute the amount and would expect Disney to be cooperative.

I truly hope things work out.

 

[bflynn]

The short - this is unacceptable and disturbing behavior by Disney. Your documentation sounds pretty strong. This behavior obviously is not (or was not) the Disney standard. As a company, they certainly are entitled to be paid what they are owed. But it appears they have a few people on board now who missed out on the customer focus and shame on the managers for not correcting it.

I think I see from your tagline that this is your first trip? One piece of advice then is to use that to your advantage. When Disney gets a first time customer, they know that, on average, that person will spend $50,000 during their lifetime on Disney products. You might remind the Disney CMs of your future value.

Last - deep breath. As someone who programs these types of systems, I know how these things happen. The CMs you're dealing with truly do not understand what is going on. They probably do want to reconcile this, but can't come up with anything that tells them they can. Just keep asking them to push it higher until you get it where it needs to be. I still have confidence that the higher level managers will understand.

Unfortunately, I see this as part of a very disturbing trend in their business since Iger took over as CEO. I don't get the feeling that Iger really "gets it" the way the original managers did. IMHO, the pixie dust has been severely tainted in the past few years.

Please keep us up to date on what is going on.

Brian

 

[twinnybelles]

Let me address some of the statements:
Yes, I take screen prints/copies of everything, save all docs in a binder. I write down names and dates/times/numbers of all conversations, and ask the other party to record the same ( which disney did and confirmed all corresponding conversations exactly). Yes, maybe paranoid, maybe cautious, but I do insurance company reimbursement for a major health system, i have learned from my experience.It usually helps, hope so in this case.
And yes, to answer other posters questions, I had to make a few calls during the Pluto Pin code fiasco, it came out in the system at the same times the 2008 room rates got loaded, and yes, it seemed to me the system had potential to get messed up, so I was cautious.... I did call back after, to confirm the amount 3 times, and all calls were confirmed in their system. I did my part, If WDW tells me this is my amount $$$$$, and I pay that amount in full, and then they have over 2 months to inform me they had made an error, THEN and only then would I consider it a mistake, and concede. A company as large as WDW Travel, should have more effective checks and measures for their system, as well as their personell. It must be someones job to make sure this doesn't happen? Right?
All this being said, in any business environment, to expect an immediate payment of such a large amount of money 10 days before a trip is thoroughly unnaceptable in my book, and poor customer service. I have birthdays, christmas, day care bills, etc. all requiring my upcoming salary at this point, not to mention, whatever else I may have spent onsite when I got there.... My expectation is that WDW would have handled this much differently.
Chasing something to which I am not entitled, taking advantage of a glitch in the system, or having a certain expectation of WDW standards..... call it what you will, but if I am truly the only case, it shouldn't hit them in the pocketbook too badly...However, if their system is a mess ongoing, without correction, and many more people were affected by this.... I pity the poor people who are not enlightened by these boards, then maybe a hit in the pocket book ( by having to honor the "glitches") may be what is in order, to get them to fix their mounting problems/systems and start to have a little more respect for the consumers who are keeping them afloat with these exorbitant prices......

 

[twinnybelles]

PAY OR ELSE !
I left the supervisor with a cutoff time of 12 noon today to get back to be with a resolution. I just received an e mail with the "new" reservation confirmation stating the remaining balance. This is their answer... not even a phone call..... Disney customer service at it's finest...

 

[J and R's mom]

I don't care if Disney had a glitch in the system which caused very low room rates or not. They need to honor the rates. Maybe it would teach Disney to have better checks in place BEFORE they roll out a system change. But to make the consumer pay for the error THEY made is ridiculous...even for a typical company let alone Disney who was once known for their "magical" customer service.

The fact they even have that paragraph printed on their reservation receipts (like a previous poster quoted for us) is bad. It reminds me of most typical companies instead of what Disney once was.

The behavior of the CMs I've read about here is very typical of most call centers anymore--I know...I used to be an Operations Manager in one. It was typical for employees to play a game of "pass the customer around to co-workers" and have co-workers pose as the supervisor. Then the third one or so would say something like, "I AM the final boss." Unfortunately, it was tough for me to catch them at it (unless it was caught on quality assurance...which only monitors a small percentage of calls). But when we did, we'd fire them.

I'd expect better from Disney, though. Although I guess that's unrealistic. I'm sure they hire cheap labor and look for previous call center experience... heck, possibly folks I've once fired.

The fact that they only gave you ten days notice is horrible. It doesn't give you much time to straighten it all out. But I sure hope you do. Believe it or not, the trip itself (minus this fiasco) would be REALLY awesome.

Good luck!

 

[J and R's mom]

PAY OR ELSE !
I left the supervisor with a cutoff time of 12 noon today to get back to be with a resolution. I just received an e mail with the "new" reservation confirmation stating the remaining balance. This is their answer... not even a phone call..... Disney customer service at it's finest...

That's just not right!

Did you call the concierge at the hotel to see if they can help?

Did you call guest relations (407-824-4321 )? Or is this supervisor someone you were passed to from CRO?

 

[Texasmomof3]

So will they refund the rest of your money if you decide not to take them up on their offer? I really can't believe that someone at Disney can't figure this out. I have always loved the fact that if anything goes wrong at DW Disney would take care of it and try to make it right. Maybe it doesn't apply anymore. I am still hoping for a better outcome for you I think they need to honor the reservation. I would so be ready to scream too. When do you leave?

 

[5DisneyNuts]

it seemed to me the system had potential to get messed up, so I was cautious.... I did call back after, to confirm the amount 3 times, and all calls were confirmed in their system. I did my part, If WDW tells me this is my amount $$$$$, and I pay that amount in full, and then they have over 2 months to inform me they had made an error, THEN and only then would I consider it a mistake, and concede. A company as large as WDW Travel, should have more effective checks and measures for their system, as well as their personell. It must be someones job to make sure this doesn't happen? Right?
All this being said, in any business environment, to expect an immediate payment of such a large amount of money 10 days before a trip is thoroughly unnaceptable in my book, and poor customer service. .. My expectation is that WDW would have handled this much differently.

It seems to me their system ALWAYS has the potential to be messed up and I really wish the company would address their IT issues. I totally agree with your points.

Chasing something to which I am not entitled, taking advantage of a glitch in the system, or having a certain expectation of WDW standards..... call it what you will, but if I am truly the only case, it shouldn't hit them in the pocketbook too badly...

I believe most people do not price out their vacations separately before they call, and rely on WDW Travel to give accurate information. Many people are not familiar with WDW pkg prices and would think the price quoted is reasonable (the OP was quoted $2999 not $299 which would have been an obvious error)

However, if their system is a mess ongoing, without correction, and many more people were affected by this.... I pity the poor people who are not enlightened by these boards, then maybe a hit in the pocket book ( by having to honor the "glitches") may be what is in order, to get them to fix their mounting problems/systems and start to have a little more respect for the consumers who are keeping them afloat with these exorbitant prices......

Treating customers with respect and having good customer relations is something we should all expect from WDW.

All that being said, WDW has covered themselves with the wording on the documents and may not honor the original quote. You should be prepared for this and have some sort of backup plan.

I hope they do the right thing

 

[J and R's mom]

Besides guest relations (407-824-4321)--if you haven't tried them already--you might try the manager at the hotel as well and see if s/he can help out any.

Good luck...I know it's alot of work but the trip would be worth it in the end.

 

[Bambi5826]

this is crazy. what does disney expect you to do a week out? pull $3000 out of you magical fairy dust jar?

 

[outlander]

I will agree that to find out 10 days away from departure that you owe money is disheartening. However, I would think that you had to of been expecting something to happen. If I knew I was getting a glitch price that was a whopping $3000 less, I would be prepared. Not with the screenshots but with the actual fair price dollars that I owed. If that isn't possible, then I would compromise by staying at a resort within the price range that I had already paid. Hopefully compensated by Disney with some 'sorry we didn't catch this eariler' niceties thrown in.

 

[CanadianGuy]

I've been following this thread as DIS member (not as a moderator) and I'm deeply confused by this.

As noted a 40% off discount would make the package total about $4213. So just losing the 40% off discount doesn't explain what happened.

Very confusing.

Knox

 

[5DisneyNuts]

PAY OR ELSE !
I left the supervisor with a cutoff time of 12 noon today to get back to be with a resolution. I just received an e mail with the "new" reservation confirmation stating the remaining balance. This is their answer... not even a phone call..... Disney customer service at it's finest...

Wow, that is just awful! I wish there was SOMEONE else you could speak with. Have you tried all the channels with Guest Services? At the very least, WDW should be trying to offer other discounted packages to compensate. I feel terrible for you - the whole situation stinks.

 

[Lollipop's Mom]

WOW. Although you probably don't want to, maybe downgrade to a moderate and still go on the trip and let the stress be behind you, but also make sure you get on a MAJOR letter writing campaign, contact the press, etc...etc...etc....