The online ADR system was down yesterday afternoon, until this morning, and so I called MS to finalize a few things for our trip. We spend 2 weeks there, with 2 TS meals per day, so I needed to double check on ressies, as well as ensure that cancellations were done so other guests could take those ADRs.
Call 1 - This morning I called and spoke with a female CM who sounded very exasperated. She struggled to answer my quetions, gave me the wrong prices for H & V buffet, and despite saying an ADR was cancelled, it wasn't. So, I paid long distance to call Disney Dining and got the correct price and all was good.
Call 2 - Called again a few minutes ago to finally go over all ADRs (this morning's CM wasn't too thrilled about that, so I couldn't do it) and to check on cancellation. This male CM struggled even more than the 1st one did. He couldn't seem to figure out how to group ADRs together, and so he was giving me ADRs all over the map, with missing days in between. I gently suggeted that perhaps there was another way to accomplish this, and he said there wasn't. He suggested I pay long distance to call Disney Dining and get it straightened out. Huh? I said I wasn't going to pay long distance, as I do this for each of my trips, several weeks before, and so I know it can be done. It took me a bit of convincing to get him to transfer me to Disney Dining Dept. He too was very exasperated and didn't sound like he was interested in helping much. I thanked him very much, and waited for the transfer.
The Disney Dining CM was stellar - he found a few problem areas (MS didn't cancel some ADRs) and whipped through my 13 day of ADRs without a problem.
After both calls, I as a member, felt badly for having bothered them in MS, and that is not how it should be. If I had asked for something outrageous, I can understand, but I was doing normal housekeeping stuff, which I had to do as the 1st CM didn't properly cancel the ADRs.
Normally, I have fabulous experiences with MS, but as of late, not so much. I normally do all ADRs online, as I'm sure many others do too, but perhaps they are getting tired of doing ADRs?
At any rate, it just made me think about how many calls to MS these kinds of problems cause. Because of the CMs not doing their jobs correctly, it required several phone calls = time and money.
Before anyone thinks this is a bashing thread, that is the farthest from the truth. It's more about lack of efficiency and improper training, perhaps? What should have taken 1 phone call, actually took 3.
Tiger
Call 1 - This morning I called and spoke with a female CM who sounded very exasperated. She struggled to answer my quetions, gave me the wrong prices for H & V buffet, and despite saying an ADR was cancelled, it wasn't. So, I paid long distance to call Disney Dining and got the correct price and all was good.
Call 2 - Called again a few minutes ago to finally go over all ADRs (this morning's CM wasn't too thrilled about that, so I couldn't do it) and to check on cancellation. This male CM struggled even more than the 1st one did. He couldn't seem to figure out how to group ADRs together, and so he was giving me ADRs all over the map, with missing days in between. I gently suggeted that perhaps there was another way to accomplish this, and he said there wasn't. He suggested I pay long distance to call Disney Dining and get it straightened out. Huh? I said I wasn't going to pay long distance, as I do this for each of my trips, several weeks before, and so I know it can be done. It took me a bit of convincing to get him to transfer me to Disney Dining Dept. He too was very exasperated and didn't sound like he was interested in helping much. I thanked him very much, and waited for the transfer.
The Disney Dining CM was stellar - he found a few problem areas (MS didn't cancel some ADRs) and whipped through my 13 day of ADRs without a problem.
After both calls, I as a member, felt badly for having bothered them in MS, and that is not how it should be. If I had asked for something outrageous, I can understand, but I was doing normal housekeeping stuff, which I had to do as the 1st CM didn't properly cancel the ADRs.
Normally, I have fabulous experiences with MS, but as of late, not so much. I normally do all ADRs online, as I'm sure many others do too, but perhaps they are getting tired of doing ADRs?
At any rate, it just made me think about how many calls to MS these kinds of problems cause. Because of the CMs not doing their jobs correctly, it required several phone calls = time and money.
Before anyone thinks this is a bashing thread, that is the farthest from the truth. It's more about lack of efficiency and improper training, perhaps? What should have taken 1 phone call, actually took 3.
Tiger
Bill
