My Disney experience with mydisneyexperience was...

[carmelhp]

No, I am not. But that is not a large percentage of people. I have not experienced that scenario.



That has happened. On one instance, the FP+ was corrected at the FP entrance. The other was a lazy CM that did not feel like doing guest remediation. I would have escalated higher if it was not about to pour down rain.



Oh, the humanity!

Has any of this happened to you or is this hypothetical? Has your vacation been affected by the technology that has been deployed? It has happened to me and it has not impacted my trip or the real money spent on my "many more than once in a lifetime" trips. I have given the "mouse" more of my money than I care to remember.

I think more people have been affected by a Magical Express Bus breakdown or flat tire on their "once in a lifetime trip" than there have been people that have had a catastrophic "Disney face-plant" on MDE. Remember, participation in FP+ and MDE is still optional. I can still use regular card media at the gates. I can still make ADRs on the phone. I can request request card media for a room key.

I have been to WDW 4 times since MDE/FP+/MBs went into service and have never had a catastrophic, trip-regretting experience with the Next Gen technology. I am still more worried about RFID Cloning.

I still don't get the "Disney can do no wrong" and "the customer be damned" attitudes displayed. If it hasn't happened to you or impacted you then all is A-OK. The constant excuse making and dismissing of any criticism is ridiculous and not helpful. It does not help to improve processes by ignoring the shortcomings and stifling critics.

There are many businesses, formerly dominant in their industry, that went to the ash-heap of history with the same attitude and the same responses. I'm hoping that TDO doesn't end up there, but there is an amen chorus that is nothing but "business as usual."

 

[k5jm]

I still don't get the "Disney can do no wrong" and "the customer be damned" attitudes displayed. If it hasn't happened to you or impacted you then all is A-OK. The constant excuse making and dismissing of any criticism is ridiculous and not helpful. It does not help to improve processes by ignoring the shortcomings and stifling critics.

I am not sure you read the original post. Disney does plenty wrong. I am not sure where you are seeing "excuse making." (Other than Andy, but that is job security Andy has a unique insight into things) And none of this is meant to be helpful. Who has standing to be helped and what standing do we have to help?

Once again, has this happened to you or are scenarios in your previous posts hypothetical? To my knowledge, no one's vacation has been a total loss because of MDE. Even a "once in a lifetime" trip.

When we start going into "what if" scenarios, then we are only dabbling into conjecture.

I see the shortcomings from an IT perspective and a customer perspective. One must take themselves out of the element to see whole picture. I had no idea that guests are a persecuted class. Jack, I feel a discrimination lawsuit coming on.

There are many businesses, formerly dominant in their industry, that went to the ash-heap of history with the same attitude and the same responses. I'm hoping that TDO doesn't end up there, but there is an amen chorus that is nothing but "business as usual."

Um, Microsoft, ATT, Comcast are pretty good at ignoring input from customers and they are doing pretty OK.

 

[DisneyKentucky]

Um, Microsoft, ATT, Comcast are pretty good at ignoring input from customers and they are doing pretty OK.

This. Also, those companies affect our lives and business. I deal with very low tech stuff as POS systems and other Credit Card systems. Plus I own a travel website and magazine. Both have tech issues due to (Time Warner) internet and even hardware issues. So, recently we started to switch to cloud based POS systems that can be fixed remote and involve the businesses less. That said, there is still issues. It's a roll out.

Heck, right now I'm in the process of a new system where we have medical billing systems trying to talk to each other and it's been 6 months and we have issues. I think there is a sense of immediate action from folks in other facets like apps on their phone that they think should translate over to these larger roll outs.

Again, I am more sales side so this is a crude and non-technical discussion on my part.

 

[Hibernians]

We just returned from WDW and experienced zero issues with FP+ and MDE. We were there from 6/28 - 7/5. All of our fast passes and dining reservations were accounted for. Maybe we were fortunate; but there are 6 in in our party and we batted a thousand for our week down there - no complaints; it worked.

 

[carmelhp]

I am not sure you read the original post. Disney does plenty wrong. I am not sure where you are seeing "excuse making." (Other than Andy, but that is job security Andy has a unique insight into things) And none of this is meant to be helpful. Who has standing to be helped and what standing do we have to help?

Standing? I do not think that word means what you think it means.

Once again, has this happened to you or are scenarios in your previous posts hypothetical? To my knowledge, no one's vacation has been a total loss because of MDE. Even a "once in a lifetime" trip.

When we start going into "what if" scenarios, then we are only dabbling into conjecture.

Do you read any other part of this forum?

I see the shortcomings from an IT perspective and a customer perspective. One must take themselves out of the element to see whole picture. I had no idea that guests are a persecuted class. Jack, I feel a discrimination lawsuit coming on.

You have to be a "persecuted class" (whatever that is) or "sign an SLA" to expect excellent service? Really? And there's no excuse making, eh?

Um, Microsoft, ATT, Comcast are pretty good at ignoring input from customers and they are doing pretty OK.

Well, I didn't expect such an admission, but if that's who you want to emulate then I see where you're coming from. We'll have to agree to disagree on what to shoot for in customer service. YMMV, TINLA, IAALBNYL, etc.

 

[k5jm]

Standing? I do not think that word means what you think it means.

It means what I think it means. The effected users. Those that can affect change.

Do you read any other part of this forum?

Yes. I did not see references to specific incidents or links to an individual's experience. Where are the "horror stories?" My experience was just with MDE and FP+.

You have to be a "persecuted class" (whatever that is) or "sign an SLA" to expect excellent service? Really? And there's no excuse making, eh?

You do not have to be "persecuted class" or "sign an SLA." I am one for managing expectations. The situation is only as bad as you make it. If you expect 100%, then you are setting yourself for disappointment.

Well, I didn't expect such an admission, but if that's who you want to emulate then I see where you're coming from. We'll have to agree to disagree on what to shoot for in customer service. YMMV, TINLA, IAALBNYL, etc.

Those are just the companies that aim to disappoint and do not care about customer service. What you seem to be missing is that Disney strives to improve. You are trying to say that Disney is just as bad as those companies. I am saying they are better than that. Disney is a big machine that actually moves quicker than most in addressing issues. My experience was crap with MDE and FP+, but I have no doubt Disney is working to resolve those issues (like getting rid of the the VP in-change of its deployment).

 

[carmelhp]

It means what I think it means. The effected users. Those that can affect change.

Yes, I thought so, it has a specific legal-speak meaning as "entitled to sue." But customers have the ability to effect change.

Yes. I did not see references to specific incidents or links to an individual's experience. Where are the "horror stories?" My experience was just with MDE and FP+.

Do I really have to spoon feed you? Her's one: http://www.disboards.com/showpost.php?p=51751423&postcount=1

You do not have to be "persecuted class" or "sign an SLA." I am one for managing expectations. The situation is only as bad as you make it. If you expect 100%, then you are setting yourself for disappointment.

Those were your words.

Those are just the companies that aim to disappoint and do not care about customer service. What you seem to be missing is that Disney strives to improve. You are trying to say that Disney is just as bad as those companies. I am saying they are better than that. Disney is a big machine that actually moves quicker than most in addressing issues. My experience was crap with MDE and FP+, but I have no doubt Disney is working to resolve those issues (like getting rid of the the VP in-change of its deployment).

They're your examples, not mine. I didn't compare Disney to those companies at all, you did. I said Disney is falling down on this one and minimizing it or ignoring it does not help to ameliorate the problems.

 

[jcb]

Yes, I thought so, it has a specific legal-speak meaning as "entitled to sue." But customers have the ability to effect change.

Do I really have to spoon feed you? Her's one: http://www.disboards.com/showpost.php?p=51751423&postcount=1

Those were your words.

They're your examples, not mine. I didn't compare Disney to those companies at all, you did. I said Disney is falling down on this one and minimizing it or ignoring it does not help to ameliorate the problems.

So on 6/28/14 at the MK, one person reported "hundreds if not thousands of people get sent to guest relations because their magic bands didn't work!" They had the horrible experience of waiting in line for 2 hours to get MB/MDE (whatever) fixed. The next day, the MB/MDE (whatever) worked "great" per a later post.

So far, the discussion here has been about the technical reasons for why the system isn't working the way it show. Generally, this involves discussing what works and what doesn't. Few folks on the podcast board think Disney is above criticism, far from it. But you seem to be accusing the posters on this thread of being Pollyannas just because they say something works right most, but not all, of the time.

So I'm wondering, what exactly has been said here that is bothering you?

Who has:

said "Disney can do no wrong"

displayed a "the customer be damned" attitude

said "if it hasn't happened to you or impacted you then all is A-OK"

Made "constant excuse"

been "dismissing of any criticism"

"ignoring the shortcomings" or

"stifling critics"​

These are strong and inflammatory accusations. I wonder if you can back them up with specific examples.

 

[carmelhp]

So on 6/28/14 at the MK, one person reported "hundreds if not thousands of people get sent to guest relations because their magic bands didn't work!" They had the horrible experience of waiting in line for 2 hours to get MB/MDE (whatever) fixed. The next day, the MB/MDE (whatever) worked "great" per a later post.

So far, the discussion here has been about the technical reasons for why the system isn't working the way it show. Generally, this involves discussing what works and what doesn't. Few folks on the podcast board think Disney is above criticism, far from it. But you seem to be accusing the posters on this thread of being Pollyannas just because they say something works right most, but not all, of the time.

So I'm wondering, what exactly has been said here that is bothering you?

Who has:

said "Disney can do no wrong"

displayed a "the customer be damned" attitude

said "if it hasn't happened to you or impacted you then all is A-OK"

Made "constant excuse"

been "dismissing of any criticism"

"ignoring the shortcomings" or

"stifling critics"​

These are strong and inflammatory accusations. I wonder if you can back them up with specific examples.

Read the thread and the context, I'm not going to back and rehash it all, especially to answer cherry picked out of context quotes. I'm not up to jumping through hoops on vacation or for you.

 

[jcb]

Read the thread and the context, I'm not going to back and rehash it all, especially to answer cherry picked out of context quotes. I'm not up to jumping through hoops on vacation or for you.

I read the thread, paying close attention to the posts by the OP. Where exactly did I "cherry pick" or take "out of context" any quotes? I wasn't expecting you to "jump through hoops" or "rehash" another thread. I was asking you to *backup with facts* the *assertions* you made. I'm patient enough to wait until you return from vacation if you care to make the effort.

It seemed to me that the OP in the other thread was much more upset about CM's not being able to handle the MB/MDE failure than the failure itself. I can certainly agree with her frustrations about the lousy customer service. She was much more patient than I would have been under the circumstances. But even the OP didn't claim that this failure amounted to a catastrophic MB/MDE failure that ruined her family's entire trip.

 

[k5jm]

Yes, I thought so, it has a specific legal-speak meaning as "entitled to sue." But customers have the ability to effect change.



Do I really have to spoon feed you? Her's one: http://www.disboards.com/showpost.php?p=51751423&postcount=1



Those were your words.



They're your examples, not mine. I didn't compare Disney to those companies at all, you did. I said Disney is falling down on this one and minimizing it or ignoring it does not help to ameliorate the problems.

I am not sure why you are trying to turn my examples or my words into justifications for your "rant against the Disney apologizers" which not many of us are, but I think you are trying to inflame a different issue which was not part of the original discussion and your comments have "jumped the shark".

 

[OKW Lover]

I've read the thread and chatted with the OP in person. I also know personally several of the other commenters so perhaps I have an advantage in reading "intent" into what has been written.

I believe that the original post was a fair representation of what happened and that Mike (K5JMH) was not just disappointed in the failure of the system, but more disappointed in the guest recovery. As a techie type, he knows that "things happen" and that even the simplest systems can have problems. Mash together a whole bunch of fairly complex systems and you are bound to have problems and unanticipated conflicts. In the past we have seen that Disney isn't great at IT stuff (sorry Andy) but is really good at guest recovery. Apparently both things failed in Mike's experience.

Comparisons of the FP+ product to other companies/industries is a bit of a stretch. Especially when comparing somebody's vacation happiness to products with real world considerations of potential for bodily harm. Both are very difficult to design around, but the failure of FP+ doesn't have quite the consequence of the failure of a piece of heavy machinery.

Comparisons of Disney's guest recovery to other companies/industries is also a bit of a stretch. Disney is a company that prides itself on "making magic" when it comes to guest experience. For many of the other companies mentioned in this thread, the customer is simply about who pays the bills and how little can I spend on making that person happy. In other words, guest recovery is not a big factor in the brand for many companies, but it is for Disney.

Pardon my ramblings...

 

[k5jm]

As long as disney can get this part right in MDE:

...everything will work right

 

[AndyPok1]

Broken image links? I think they already have that.

 

[DisneyKentucky]

I am not a pollyanna. I've swore off eating at Kona after 3 chances on good service. So, maybe I'm just anna since I removed the Pol(l)y from most my life.

 

[k5jm]

Broken image links? I think they already have that.

Like Disney, I listened to feedback and corrected the issue.

 

[AndyPok1]

Like Disney, I listened to feedback and corrected the issue.

Its GUEST DEMAND!

 

[disneyholic family]

I am sure that the cast member was unwilling to do guest recovery and I almost went to town hall to express my displeasure, but the monsoon was soon upon us and spared the Town Hall CM of my wrath (I would have been gracious and polite).

Andy, yes, some was in jest, but an average guest (which is neither you nor I) would not know that there are two or more different systems/groups doing different things with the app and the RFID stuff. The average guest just sees one Mickey-head. ;-)

Our trip was not ruined and we still had a great time, but I was not impressed by FP+ or MDE. Everything else was fine. I had high hopes, but, in the end, I was sadly disappointed.

we were there last august during the first test of magic bands and FP+.
They gave us a Disney IT number to call with glitch reports (they nearly begged us to call during the test).
I didn't call with every glitch, but there were a few really major ones that i did call on.
They asked a lot of questions when i called, so it at least seemed as though they were taking it all very seriously.

I should add that when we first got the email regarding the test (several weeks before our arrival), the email itself included a phone number to call with IT questions/problems.
I called because i wasn't sure if i could link my UK park tickets.
The IT guy i spoke with was very funny.
He said that theoretically i probably could link them, but he was very worried a glitch would occur and then he had no idea what the system might do.
So he warned me in the strongest possible language NOT to link those tickets as the system was too unpredictable at that time.
So we didn't link them before arriving 'just in case'.
when we were there, we encountered many glitches. So many, in fact, that i was very surprised when they rolled out the system for everyone so soon after the test. (by the way, is it the same company that built the US health care system - they seem to have similar difficulties in bringing up a system).

As the wife of the OP...... I will say that our son, (almost 11) had a great time managing our fast passes after my fast pass+ experience. After the Mine Train experience, I turned everything over to him. The cast member that I spoke to regarding my Mine Train fast pass 12 hour discrepancy let me know that I "probably booked the wrong time" before letting me know that the ride is "fully booked until August". And my (short lived) success in getting a fast pass at all "was probably a fluke anyway". The same cast member also let me know that I "shouldn't bother trying to get Anna and Elsa either". Needless to say, I informed him that I had no interest in Frozen princesses and all I wanted was the fast pass that I had booked for the Mine Train. I can tell time and I know the difference between AM and PM (something else that was suggested).

As a seasoned park veteran and annual pass holder, I wasn't looking for anything other than what was originally booked by the app. However, there wasn't any attempt at figuring out the problem or the circumstances or even guest recovery and this particular cast member really tried to make me feel like I had done something wrong. I could have had my moment, but it was getting hot and there was an impending monsoon, and I chose not to.

A couple of cast member friends suggested taking a screen shot of your fast pass schedule. If the event something goes awry, you then have a bit more back up.

regarding the screen shot - a disney blogger from a different website blogged about his experience seeing anna and elsa.
A large part of the blog involved his description of the major glitch surrounding his FP+ that he had ordered many weeks before.

He did take a screen shot of his FP+ to anna and elsa. In the screen shot it showed the day and time and of course, the attraction.

when he got to A&E, he put his magic band up to the thingamajig and the CM said "you don't have a fastpass sir".
But he did. He even showed the CM his screenshot.
The CM told him he couldn't honor a screenshot since screenshots can be photoshopped.
So he went to guest services where they contacted IT. IT couldn't find any evidence of a FP+ for A&E so that was that. no A&E
a couple of hours later, he got a call on his cellphone. I don't recall if it was from IT or guest services, but he was told that IT had been working on the problem since he first complained and they had found his FP+, so now he could go there and he would be able to get in.
So he went there (this was about 3 hours after his original FP window).
What he didn't know is whether they had really found his original FP, or whether, realizing that he was a well known disney blogger, they figured they'd better get him into the attraction (though he said that he hadn't told them who he was).

anyway. Screenshots are not necessarily the solution, but they certainly can't hurt!