Why is Disney's IT So SO SOOOOO Bad?
RL update time!
So this morning was LL day, yay! Well, big boo since once again Disney's IT has made a mess of things.
I get up nice and early to get these booked, we're only doing one day of LLMP so I figured this would be quick and painless. Obviously I gave Disney IT too much credit.
So right at 7 I click to book my LLMP, select the people and the rides, everything is looking great, so I hit purchase.
Nothing happens. So I hit it again, still nothing. I keep hitting it getting more and more frustrated before finally giving up and backing out to try again. Second attempt and of course by now all the earlier times have vanished, but I select the times that sorta work, figuring I could change them later. But once again when I hit the purchase button, nothing happens.
Ok, now I'm starting to get mad. I decided to just uninstall and reinstall the app to see if that works. This of course takes time, and by now it's 7:05 and all the morning times I had hoped to get are long gone.
After reinstalling the app it started to sort of work...sorta. It let me FINALLY click the blue purchase button, yay, progress! But now when I went to enter my credit card number, the screen would just blank out and disappear and take me back to the selection stage. What on earth!?!?
So this goes on for about 5 more minutes until boom, I run out of times and I lost my selections. So now I decide to restart my phone. This seems to actually work, but of course by this point all the early morning times are gone and the times I begrudgingly select don't really work with our plans. But I figure I could modify them later, and one was a throwaway one anyways.
I get that booked, then try to go to my day to modify the times of what I booked. I see there is plenty of availability at earlier times than what I was assigned for all three rides I booked, so I go to change it. But once again, the app decided that today was just not my day, and when I selected the ride to change it just defaulted back to September 24, when I was trying to change the rides on September 22nd. And every time I changed the date back to September 22, the second I tried to change a ride time, the app would just kick me back to September 24th!
At this point I'm fuming. So I get on the chat to talk to a CM to see if there was anything they could do. After about 15 minutes a CM came on the chat to "help". I explain what has been happening, and asked if she could help just modify the times of our LLs that one day. She did the usual "did you restart your phone? Did you uninstall and reinstall the app?" Which of course the answer was yes and yes. She seemed dubious, and actually questioned if I really did both, which I told her of course I did, I've been trying to troubleshoot this for over 30 minutes at this point!
So then she tells me I just have to contact Disney IT to see if they can do something about the app not working, there was nothing she could do.
Now, I'm not usually one to get mad at customer service people. That job can be a nightmare, dealing with the general public can be horrible at times so I try to be as nice as humanly possible since I've been there and now how bad it can be. Well, I got a bit mad today. Not like cursing or anything, but I wasn't letting her off without her actually helping me. Plus I KNOW there is something she can do, every time I've had issues with LL in the past the chat CM has been able to fix it.
So I told her that her suggestion wasn't going to work and asked (still nicely) if she could please just see if she could change the times on that one day. I didn't think this was asking for a lot, especially since this was an issue on their end. She finally agreed to look into it and wouldn't you know, she could change the times to be earlier in the morning! So she just wasted about 20 minutes of my morning telling me I was doing everything wrong when she could have just helped right at the start.
I have never experience such poor customer service from Disney before, she was flat out rude in her responses and made it sound like I was just being an idiot. Like I get checking to make sure we have an updated app and going through the troubleshooting process, but to then question that I actually did any of that was ridiculous. And it wasn't like I was looking for any handout or something, all I wanted was for someone to help do something that their app currently wasn't letting me do!
Anyways, not exactly the way I wanted to start the day, but at least it's fixed now, only took an hour! I just hope the app is actually working when we're there, I don't need this level of frustration while on vacation!
