MS & MISINFORMATION

[kmorlock]

Is anyone else speaking with MS recently getting the feeling some are very new and inexperienced? I have been told a good amount of wrong information recently that even fairly new employees should know. This AM I was told my waitlist would match one day at a time and that I would see it online listed as “matched”.

 

[KAT4DISNEY]

They had terribly long phone waits for awhile and finally announced they were working towards fixing that which included hiring. So yes, not surprising there are new CM's.

 

[bakerworld]

Been dealing with Walt Disney World CM's since the 90's and there has always been misinformation. I just think some know their jobs, some are willing to check the information to do their jobs and some don't care if they really know what is the correct answer because they do whatever is easiest. If told something that I felt wasn't true or CM wouldn't honor a discount I found, I would hang up and call again. Usually the second call elicited the response I was after but sometimes it would take a third call.

 

[katie3008]

I had a cast member (after a 80 minute wait on hold to get a cast member) tell me that I could only book a cash reservation at my non home resort once the 7 month window opened. I explained that a cash reservation does not involve points, and he should be able to check if there are rooms pulled from inventory to sell for cash. He insisted I was misinformed and that Disney are not allowed to sell DVC rooms for cash. I asked to be transferred to another colleague or supervisor who could help me, which led him to put me on hold while he “made enquiries with a colleague”. I was then hung up on. I subsequently got an email enquiring about my experience on the call so I responded to this explaining that I was unhappy and why, and got no response to this. Not exactly the customer service levels Disney are known for!!

 

[_auroraborealis_]

I think they are using the outsource paid by the minute third party that core WDW uses. They get limited training and are the cheapest option.

 

[we"reofftoneverland]

Is anyone else speaking with MS recently getting the feeling some are very new and inexperienced? I have been told a good amount of wrong information recently that even fairly new employees should know. This AM I was told my waitlist would match one day at a time and that I would see it online listed as “matched”.

I totally agree. Except it’s not like they are new. It is as though they are completely untrained. They no longer say have a magical day and they have a bit of hostility.

 

[mickeymom629]

I totally agree. Except it’s not like they are new. It is as though they are completely untrained. They no longer say have a magical day and they have a bit of hostility.

I agree, too, and I miss the 'have a magical day'. I spoke with MS about a week ago after being on hold for 45 minutes. I needed to buy OTU points and I wanted them applied to the reservation I had and will keep to free up points to use on a villa for the same time that may end up being cancelled. I had to insist a couple of times that we do it this way so that I could cancel the reservation, if need be, without calling MS again. She kept trying to tell me it would take longer to do that and I said I would wait...I had already waited 45 minutes to talk to her! It annoyed me that she was discouraging me from doing something because it was going to take her a little more time and, honestly, it took no time at all once she did it.

 

[wishicouldgomoreofte]

Been dealing with Walt Disney World CM's since the 90's and there has always been misinformation. I just think some know their jobs, some are willing to check the information to do their jobs and some don't care if they really know what is the correct answer because they do whatever is easiest.

Just like everywhere in life. Drives me crazy when people don't know the answer, they just make things up out of cold cloth. That happens SO often! Not referring to DVC, but everything.

 

[kmorlock]

I totally agree. Except it’s not like they are new. It is as though they are completely untrained. They no longer say have a magical day and they have a bit of hostility.

Yes! You worded it much better…it is exactly like they are completely untrained, making things up as they go, and giving bad info out. I get it that we all have had instances of CM’s giving incorrect info here and there. This seems to be much more of the normal everyday operating procedure. I’m sorry that a lot of the good, experienced CM’s were lost during the furloughs.

 

[New Mouse]

Yes! You worded it much better…it is exactly like they are completely untrained, making things up as they go, and giving bad info out. I get it that we all have had instances of CM’s giving incorrect info here and there. This seems to be much more of the normal everyday operating procedure. I’m sorry that a lot of the good, experienced CM’s were lost during the furloughs.

Not only that but their trainers are also front line cast.

 

[Katie2]

I totally agree. Except it’s not like they are new. It is as though they are completely untrained. They no longer say have a magical day and they have a bit of hostility.

I’ve noticed this across the board. We went to WDW in May and noticed CMs are either being trained different, not at all, or just don’t care anymore. The level of hostility and plain rudeness was noticed by my husband and I, and my friend which was also in the parks that weekend made the same comment to me unsolicited when we returned home. Quite sad really. It’s supposed to be a magic place, I don’t want to deal with the same crusty attitudes I can expect to get outside of the bubble. With that being said, I understand everyone has a bad day but when it’s observed by multiple people on multiple occasions something is slipping...

 

[Sandisw]

I agree, too, and I miss the 'have a magical day'. I spoke with MS about a week ago after being on hold for 45 minutes. I needed to buy OTU points and I wanted them applied to the reservation I had and will keep to free up points to use on a villa for the same time that may end up being cancelled. I had to insist a couple of times that we do it this way so that I could cancel the reservation, if need be, without calling MS again. She kept trying to tell me it would take longer to do that and I said I would wait...I had already waited 45 minutes to talk to her! It annoyed me that she was discouraging me from doing something because it was going to take her a little more time and, honestly, it took no time at all once she did it.

I just want to add that if you have had CMs allow you to purchase OTU points without actually booking a new night first, you are very lucky.

The policy has always been that they can only be purchased when making a new one and then reallocated only after that new one is canceled.

 

[_auroraborealis_]

She kept trying to tell me it would take longer to do that and I said I would wait...I had already waited 45 minutes to talk to her! It annoyed me that she was discouraging me from doing something because it was going to take her a little more time and, honestly, it took no time at all once she did it.

Stuff like this screams that they are being held to turn time metrics for calls. That is part of the reason I suspect outsourcing.

 

[kmorlock]

Stuff like this screams that they are being held to turn time metrics for calls. That is part of the reason I suspect outsourcing.

I would not doubt the outsourcing at all.

 

[Best Aunt]

I totally agree. Except it’s not like they are new. It is as though they are completely untrained. They no longer say have a magical day and they have a bit of hostility.

You could say, "Have a magical day" to the cast member. If they were supposed to say it, but didn't, it would be a reminder.

 

[mickeymom629]

I just want to add that if you have had CMs allow you to purchase OTU points without actually booking a new night first, you are very lucky.

The policy has always been that they can only be purchased when making a new one and then reallocated only after that new one is canceled.

Oh, thanks, I didn't know that. Maybe she was trying to say that. When she confirmed that I would have to call MS if I want to cancel the new reservation that used the OTU points, I told her that calling MS was what I was trying to avoid because of the issues with getting through. So, that's when she said that it also would take her a little longer and I told her that I don't mind waiting. She did "unborrow" my points to apply the OTU points (she was explaining what she was doing).
So, based on that, I guess I had a "magical" call with MS!

 

[kmorlock]

2nd time MS is telling me that if WL matches, we should see it change from active to matched status on the dashboard. Is anyone else seeing this? The WL used to disappear if matched but, that took awhile. I rarely if ever got an email that it matched and if I did, it was weeks after.

 

[Sandisw]

2nd time MS is telling me that if WL matches, we should see it change from active to matched status on the dashboard. Is anyone else seeing this? The WL used to disappear if matched but, that took awhile. I rarely if ever got an email that it matched and if I did, it was weeks after.

I have not but I wonder if it is possible that the system received that as an update?

I don’t have any right now because I was able to get my last night at VGF in January instead of my first night I had waitlisted so I canceled that.

I certainly would love it to be true!

 

[KAT4DISNEY]

2nd time MS is telling me that if WL matches, we should see it change from active to matched status on the dashboard. Is anyone else seeing this? The WL used to disappear if matched but, that took awhile. I rarely if ever got an email that it matched and if I did, it was weeks after.

I haven't seen that but it would be great if it does!

 

[FSUSammy]

2nd time MS is telling me that if WL matches, we should see it change from active to matched status on the dashboard. Is anyone else seeing this? The WL used to disappear if matched but, that took awhile. I rarely if ever got an email that it matched and if I did, it was weeks after.

I recently had a WL come through and I never got an email. I happened to go into my dashboard and was looking for something else and noticed it no longer said it was waitlisted and basically looked just like any other booking.