My turn to complain!

[DZNEEXPERT]

You cannot blame everything that is happening on the castmembers. The majority do know whats going on however, when implementing a new system, they may not be able to figure what just happened because it is a NEW system. Apparently, they have been going through some mishaps as some of you have experienced and perhaps it is the first time these cast members are coming across these problems. Some of you just need to relax a little and not be so paranoid. Also keep in mind that discounts are only allotted for a certain amount of rooms so if you call and you get a higher rate, it may just be that everyone else called before you and used up the discounted rate. These cast members get enough abuse as it is. Be nice. They make all this magic happen for us. What would we do without them there?

 

[tailfethrs]

Quote from hubby, "Ahhh Siebel" it's the new system that CRO is using. He's even had to talk some CM's through things.

 

[skiwee1]

Originally posted by DZNEEXPERT
You cannot blame everything that is happening on the castmembers. The majority do know whats going on however, when implementing a new system, they may not be able to figure what just happened because it is a NEW system. Apparently, they have been going through some mishaps as some of you have experienced and perhaps it is the first time these cast members are coming across these problems. Some of you just need to relax a little and not be so paranoid. Also keep in mind that discounts are only allotted for a certain amount of rooms so if you call and you get a higher rate, it may just be that everyone else called before you and used up the discounted rate. These cast members get enough abuse as it is. Be nice. They make all this magic happen for us. What would we do without them there?

I was not looking for a lower rate! I was booking a room at the standard rate. She gave me the correct price at first then she gave me a higher price. She had no idea what happened herself so she started playing a guessing game. First she tried to say my 4 y/o was considered an adult. Then she tried to say that since the second adult was NOT my husband that it counted as an extra adult! I worked with her and finally got it straightened out. She was very nice and I in NO WAY abused her! She said it was a new system and I completely understood although her excuses for the continuing error left a lot to be desired. I only vented my frustration HERE, not at her because I knew it wasn't her fault in a way. I deal with CRO all the time as I'm always booking another trip. This was the first time anything like this has happened. As far as what would we do without them, that would never happen! Disney is in business to book rooms and will always have someone to do it. Hopefully they will train the CMs to use the new systems a little better.

 

[DZNEEXPERT]

Read again, never did I say you abused that particular castmember. Justing making a statement.

 

[purplebelle]

Originally posted by freediverdude
Does anybody know how much these reservation CMs make per hour? I've always thought about being one, because I've at least visited all the resorts if not actually stayed there, I know all the room categories and the approximate rates they go for, I know which ones have certain amenities and which don't, etc etc, so I think I would make a good one, but I couldn't even consider it unless it made at least 11 bucks an hour or so, and I bet they don't pay them that much do they....

Ooh! Good question. Does anyone know? This would be a great summer job. I guess we could probably ask whatever CM you speak to during reservations.

 

[cindy21494]

We had a similar problem last month when booking for this February. The woman my DH was talking to kept mixing up how many children we had. He was on the phone with her for over an hour! Finally after being on hold for 10 minutes he just hung up. Four days later we got a confirmation for a reservation and it was very mixed up. I just ignored it and called two weeks later a booked everything and had no problems. The first CM must have been having a bad day.

I've never had a problem before and I am sure it doesn't happen very often. If you think about how many reservations they do in a day, how could they not get an occasional one wrong.

 

[trbrophy]

Originally posted by tailfethrs
Quote from hubby, "Ahhh Siebel" it's the new system that CRO is using. He's even had to talk some CM's through things.

I'd like to agree with your husband. The only phrase I think of when Siebel comes up is "Siebel Sucks".

 

[tailfethrs]

Originally posted by trbrophy
I'd like to agree with your husband. The only phrase I think of when Siebel comes up is "Siebel Sucks".

He says that one too. And now the last few days because of it I haven't seen my husband and would have to agree. Just hoping he can be home on Thanksgiving. It messed up our resevations also for this Sat and Sun.

Rosie

 

[Efastpitch]

If I was a CM and had to talk to me, I would make mistakes too. I have found over the last 25 years that the CM's do a pretty darn good job.

 

[Grumpy92]

Part of the problem with CRO is that there is a huge turnover. In fact a few years ago they opened a CRO office in Tampa to alleviate some of the casting problems they were having. The Orlando office is far from property as well. The building has only a few windows, they are stuck in a huge room full of little cubicles. They offered many current CMS some little incentives to go work at CRO or DINING temporarily on several occassions recently. Let me tell you it is a very stressful location. The phone does not stop ringing, as soon as you are off one call click you are on the next one, they monitor you very closely with regards to breaks and the time you are off the phone. In the last seven years they have gone thru three different resv systems, all this for a few dollars over minimum wage. So please be patient on numerous occassions I have been booked for incorrect dates, so I verify everything on the confirmation when it arrives. If you are interested in this position go to casting a wdw. It is right across the street from World of Disney at DTD.

 

[disney daft dad]

we have experienced problems too....we're POFQ "refugees" who took up the offer of the discounted rate at the Poly...... everything was fine until I decided to call Disney (we have to pay for the call,because it's international) to check everything was in order for our visit and was put on hold for 40 minutes while the CM tried to work out why my reservation had been CANCELLED!!!! She then told me someone would call back....they didn't.....so another 40 minute call to a far more helpful CM resulted in the explanation that because we received a special rate the system would not allow more than 12 days on any one reservation, so the original CM had split it onto 2 but had not split my deposit, so when no deposit for the 2nd res arrived they canx my booking. But it's all fixed now and a follow up e-mail to them resulted in an e-mailed confirmation showing my 20 nights and all is well.

I apologise for the long winded story. I know people make mistakes but if you are on the receiving end and you heart sinks and you start feeling sick, then I reckon you are within your rights to be a little upset, now I am not advocating verbal abuse of anyone..that's a big no-no, but to voice your disappointment at being put thru the anguish is only right...it is not your fault it's Disney's and it's Disney's staff who are there to fix it.......

Val
xx

DDMum

 

[Kallison]

I would have hung up and called another CM. DH listened in on me once when I just went "click", he was like -- did you just hang up? I said yep, could tell they were not cooperative or going to be Disneylike, and got a great cm when I called back.