foodiddiedoo
DIS Veteran
- Joined
- Oct 12, 2017
- Messages
- 1,712
For my trip from December 3-11th I had pre-purchased an Annual pass. My family and I had a resort stay at the Riviera and the other 4 members of my party had 8 day Park Hopper tickets with Genie+ pre-purchased. Every single morning I was unable to add Genie+ to my Annual Pass ticket until the 7 am window when the reservations opened up. As a result I lost out on Slinky Dog Dash both days we visited Hollywood Studios because by the time I went through the purchasing window, all the available slots were gone.
Instead of having the purchase Genie+ button in MDE each morning, I had the purple box telling me to look at filters and audio tours. I tried multiple times after midnight day of (12:01, 6:30, 6:50) to no avail. Each day I couldn't buy it until after the 7 am window opened. The rest of my family had 0 issues, but since I was managing the accounts, it kept costing them early morning Lightning Lanes (and I wasn't able to get Remy boarding group either).
Every single morning I reached out to customer service via chat (several times I was told to call their number which had a 3 hour plus wait each day which seemed insane) and was also told to just wait in line at Guest Services DAILY to get htem to fix this. I opened 3 IT tickets and still have not been contacted with anything more than uninstall and reinstall the app on your phone and then the ticket was closed. In my ticket I explicitly stated that I had already tried uninstalling and reinstalling, tried signing out and back in, used my device, used my husband's device, and even tried my mom's iPhone in order to remedy the situation.
I got hung up on by IT support when I did wait 60 minutes to chat and ended up waiting in line at Guest services for 30 minutes to finally talk to someone who cared. Morgan from Fort Worth at Hollywood studios was awesome! She put a note on my account that I have an issue with my Genie Plus and to let any guest service person add me to my family (and future spring break trip) plans if my times were way different than the rest of the family. It didn't solve the problem but she made an effort and gave my family Slinky Dog anytime passes. She was great!
Everyone else I dealt with treated me like I was a completely stupid moron who had never seen a phone in my life. I was shocked at the lack of caring or effort made by all the CSR and IT CSR over the week. For a trip that cost over 16k just for hotel and tickets, you think that someone would give a crud if my experience was being impacted literally every day.
I still am waiting on a response from IT but I doubt it will ever happen. Now that I'm home I have the button to buy Genie Plus on my app (so useless but clearly it works and there's something hosed up about me having an Annual Pass and a resort stay and the others on my reservation having park hoppers). On my upcoming Spring break trip it'll be the same situation as no one else was going for long enough to justify the cost of the AP.
I'm shocked and ashamed that Disney customer service doesn't care about my issue, and ran through the same stupid script daily with me. At one point a CSR just left the chat and her manager told me that they were "sorry about this, but really I should be calling for help daily". He ended the chat promptly after giving me that "gem" of help.
I am hoping this doesn't happen to any of the rest of you, since it was such an added stressor to an already stressful planning experience.
Instead of having the purchase Genie+ button in MDE each morning, I had the purple box telling me to look at filters and audio tours. I tried multiple times after midnight day of (12:01, 6:30, 6:50) to no avail. Each day I couldn't buy it until after the 7 am window opened. The rest of my family had 0 issues, but since I was managing the accounts, it kept costing them early morning Lightning Lanes (and I wasn't able to get Remy boarding group either).
Every single morning I reached out to customer service via chat (several times I was told to call their number which had a 3 hour plus wait each day which seemed insane) and was also told to just wait in line at Guest Services DAILY to get htem to fix this. I opened 3 IT tickets and still have not been contacted with anything more than uninstall and reinstall the app on your phone and then the ticket was closed. In my ticket I explicitly stated that I had already tried uninstalling and reinstalling, tried signing out and back in, used my device, used my husband's device, and even tried my mom's iPhone in order to remedy the situation.
I got hung up on by IT support when I did wait 60 minutes to chat and ended up waiting in line at Guest services for 30 minutes to finally talk to someone who cared. Morgan from Fort Worth at Hollywood studios was awesome! She put a note on my account that I have an issue with my Genie Plus and to let any guest service person add me to my family (and future spring break trip) plans if my times were way different than the rest of the family. It didn't solve the problem but she made an effort and gave my family Slinky Dog anytime passes. She was great!
Everyone else I dealt with treated me like I was a completely stupid moron who had never seen a phone in my life. I was shocked at the lack of caring or effort made by all the CSR and IT CSR over the week. For a trip that cost over 16k just for hotel and tickets, you think that someone would give a crud if my experience was being impacted literally every day.
I still am waiting on a response from IT but I doubt it will ever happen. Now that I'm home I have the button to buy Genie Plus on my app (so useless but clearly it works and there's something hosed up about me having an Annual Pass and a resort stay and the others on my reservation having park hoppers). On my upcoming Spring break trip it'll be the same situation as no one else was going for long enough to justify the cost of the AP.
I'm shocked and ashamed that Disney customer service doesn't care about my issue, and ran through the same stupid script daily with me. At one point a CSR just left the chat and her manager told me that they were "sorry about this, but really I should be calling for help daily". He ended the chat promptly after giving me that "gem" of help.
I am hoping this doesn't happen to any of the rest of you, since it was such an added stressor to an already stressful planning experience.
