More Bad CMs

[black562]

So we're thinking of taking our cousins, who are under 17 and I call to get a quote on two adults and two juniors. The CM just starts giving me generalized prices. First he says the room rates average around $94 a night, then says the tickets are around $X dollars (don't remember exactly). Then I ask for an actual quote and he says "Oh, around two grand".

So I call back and a very nice lady puts my information in and gives me an exact quote of $1,676.38.....a FAR CRY from "around two grand".

This is the one area Disney needs to work on. Every year when I call about free dining on the first morning, they always tell me they don't know what I'm talking about and have to ask a supervisor. If I had a tight budget, I might be able to afford $1,676....but not "around two grand"....this could have lost them a sale.

As you can tell, I was "around iritated".......but I'm done with my rant of the day...anyone else have some "interesting" experiences lately?

 

[EnnEss]

That sucks. I always use the website for that reason, but obviously if you call they should be nicer. I've never had a bad experience with them actually. Granted, I usually book through them and just do it after pricing it on the site so I probably havne't called that often.

On a side note, aren't 17 year olds adults in disney's eyes, isnt the cut off 10 or 11?

 

[Bete]

If the CM refuses get the supervisor.

I like using the website, too.

If you have AAA give them a try. You can use other TAs, too.

I've not had any issues with a CM, myself but I do make it crystal clear as to what I want from them. If I don't like an answer I ask them to speak to a supervisor to confirm or I ask to speak to a supervisor directly.

 

[Tinker*Shell*Bell]

This is not an excuse for him not answering your questions, but it does seem that a lot of people are calling and asking them to do a lot of work but not booking anything. Since they are evaluated on the length of calls and on booking numbers I can kinda see why they want to avoid those calls...still no reason not to answer honest questions, but I bet that a lot of people are calling with the same things and the cm's must be frustrated that they are not hitting their numbers.
Again, he should have answered but....well I am guilty too! I called 3 times and when I finally booked the guy actually seemed surprised...i think too many of us bargain hunters are accidently getting them in trouble.

 

[swift]

On a side note, aren't 17 year olds adults in disney's eyes, isnt the cut off 10 or 11?

I think for tickets and dining you are an adult at 10. But for room occupancy you are an adult at 18.

 

[Bete]

This is not an excuse for him not answering your questions, but it does seem that a lot of people are calling and asking them to do a lot of work but not booking anything. Since they are evaluated on the length of calls and on booking numbers I can kinda see why they want to avoid those calls...still no reason not to answer honest questions, but I bet that a lot of people are calling with the same things and the cm's must be frustrated that they are not hitting their numbers.
Again, he should have answered but....well I am guilty too! I called 3 times and when I finally booked the guy actually seemed surprised...i think too many of us bargain hunters are accidently getting them in trouble.

Disney has caused their own problems in some ways for this to occur. Maybe, they should have an inquiry line set up first and transfer you over to reservations if you are ready to book. This is not our fault.

I've also had reservations put in my name by some savy CMs and I never confirmed the ressie over the phone. This has happened to me twice. So, it plays both ways. If you don't do a deposit the ressie is forfeited but the first time this occurred I was concerned and called about it. I always specify I'm not booking this minute, but I'm verifying costs and getting a quote only.

Under the current system I don't think there's a good answer. I do think using the website is your best tool for quotes. Unfortunately, when special codes come out like free dining it's not a perfect tool, either.

 

[TiggerInLBV]

Their systems were undergoing an enhancement this morning so were unavailable to give you exact prices. Maybe you called during that time their system was unavailable? And the CM was just trying to be helpful?

 

[christa112]

I am a bit confused because $1676 is only $300 less than $2000, so I would say CM was pretty accurate in quoting "around two grand". I would be happy you are saving $300!!!!

I can also agree with PP about people calling just to get quotes, that can be very time consuming and I am sure frustrating for customers call just to get quotes. I always use the website to get my quotes and then will call to speak to CM to book the trip. That works good for me.

So we're thinking of taking our cousins, who are under 17 and I call to get a quote on two adults and two juniors. The CM just starts giving me generalized prices. First he says the room rates average around $94 a night, then says the tickets are around $X dollars (don't remember exactly). Then I ask for an actual quote and he says "Oh, around two grand".

As you can tell, I was "around iritated".......but I'm done with my rant of the day...anyone else have some "interesting" experiences lately?

 

[Nancyg56]

This is not an excuse for him not answering your questions, but it does seem that a lot of people are calling and asking them to do a lot of work but not booking anything. Since they are evaluated on the length of calls and on booking numbers I can kinda see why they want to avoid those calls...still no reason not to answer honest questions, but I bet that a lot of people are calling with the same things and the cm's must be frustrated that they are not hitting their numbers.
Again, he should have answered but....well I am guilty too! I called 3 times and when I finally booked the guy actually seemed surprised...i think too many of us bargain hunters are accidently getting them in trouble.

I was a QA analyst for several years. I am not at sure what metrics Disney has in place for their CM's, average call time and booking numbers would only play a part. When monitoring agents there is normally an entire "sheet' that the agent is scored on and complete and accurate information is normally weighted very high.

While I sympathize with the CM's getting calls from prospective customers who are pricing their trips I feel that there is no excuse for providing callers with "ballpark" figures in order to speed up a call. In an industry where first call resolution is the goal this practice is a disaster.

 

[themcgoos]

I agree with the last poster, unless Disney provides a separate quote line someday, with a kick over to a booking CM if ready to book, they should give accurate, exact info upon request. Also, if that original CM the OP talked to would have plugged in the info while talking, that CM would have saved more time and just cut to the chase, allowing that CM to move on to their next call. Having said all that, I still check the website, here and anywhere else I can think of before talking to a CM, to be as prepared as possible beforehand....

 

[winterman]

I have always done my "shopping' for a WDW vacation on line. That way I can see all my options. Then when I'm ready to book, I call and speak to a CM. I figure that I'm helping to keep someone employed.

 

[mommyof2princesses]

We have only had 1 poor experience with a CM. Usually I get a very helpful, very cheerful cm. Last year during free dining I was on the line for 40 minutes (not including the hold time to talk to a cm.) The computers were going haywire. The cm was very nice and we had a very decent conversation!

 

[tami82]

It depends on who you get. I have had a few times where I talked to some very very nice people who would answer any questions very nicely, then I had a few who it was like pulling teeth and not very nice. If i dont like the person from the beginning I will usually hang up until I talk to someone decent.

 

[PoohsHubby]

I just got off the phone with one CM, Renee. I called to add a room request to my room at Pop for September and she was sooooo delightful. One of the best CMs I've experiences. Asking if I made my ADRs, why I choose Pop, why I made a great decision, if I needed any further help in my planning. I asked her a bit about MNSSHP since she was being so helpful, and she provided me a lot of fun info and urging me to dress up for the party. I guess for every bad CM, there's a great one out there waiting to answer your call.

 

[Diznejen1]

We called this past Wednesday to change our room only reservation to a MYW plus dining package. I spoke to a very pleasant CM who was very excited for us and that we had chosen the package. Right after she took my credit/debit card number, she said that it was not processing and asked me to read it to her again. I did, and she read it back to me...processing it again. I called back later to ask another question about our package and a very nice man named Leonard saw that we had paid twice the amount of our required deposit. The lady CM had processed the card two times. I know this was a mistake and she did not do this on purpose. Just wanted to let anyone be warned. Maybe they should wait with us on the phone and read back the amount before hanging up? Esp. if the card is entered twice by th CM. It really wouldn't be a BIG deal, but this was a credit/DEBIT card. We had budgeted for the deposit, not the double deposit. Charger be warned. Jennifer

 

[sherry8253]

I am a bit confused because $1676 is only $300 less than $2000, so I would say CM was pretty accurate in quoting "around two grand". I would be happy you are saving $300!!!!

I can also agree with PP about people calling just to get quotes, that can be very time consuming and I am sure frustrating for customers call just to get quotes. I always use the website to get my quotes and then will call to speak to CM to book the trip. That works good for me.

Unfortunately, you cannot tell which rooms have AAA rates available until you call.