JimMIA said:
Also, at a minimum, I would have expected to return to my room to find a phone mail message from the CSR manager giving me contact info, and telling me to call THEM if I needed anything. I also would have expected a second call the next morning to see if there was anything they could do. I don't think followup was really the responsibility of AKV, although they did a great job when they found out about the injury.
The silly "thinking of you" call two days later (obviously after AKV contacted them and told them the right way to handle things) fell well short of what they should have done. This kind of sloppy handling by CSR is precisely what ticks customers off so bad that the first contact you get from them is from their lawyer.
TLSnell1981 is absolutely correct that we live in a litigious society (especially here in Florida), but the best way to prevent litigation is to take care of problems correctly as early as possible. Any company who drags their feet and lets the injured party "lawyer-up" deserves whatever they get. I'm sure Disney understands that quite clearly, which is why they have lots of protocols in place to deal with situations like this. Unfortunately, CSR dropped the ball.
The Big Picture, though, is that Mike's wife is fine and improving, and that's great news. The rest is just details.
Yesterday 09:42 AM
As you said, the important thing is Mike's wife is fine and improving. We have had illness and injury at Disney and understand how upsetting it is.
However, just for the record, I must agree with some of the others. I would never have expected CSR to contact my resort unless I needed them to contact family there.
Also we are not sure they didn't. I mean how would you know. There are so many staff members that could have been contacted.
Also AKV stepped up after Mike contacted them, as he stated after numerous calls to them and
DVC.
I am sure if Mike had been staying at CSR and had reached out and reminded them his wife was hurt as he did at AKV they would have responded similarly.
Disney is famous for shifting blame to another resort, or department in order to placate a guest, in this case AKV shifted blame to CSR where in my opinion their only short coming was not to put up a warning sign on the water issue in the bathroom if they knew it was leaking.
Mike, hope your wife continues to improve.
Mike, another member here hoping your wife is improving and feeling better.
As the above posts indicate, there seems to be a difference of opinion regarding the way in which these things should be handled.
On the one hand, businesses have been forced to protect themselves due to our litigious-happy society and on the other, corporations have drained themselves of every ounce of compassion and decency in order to avoid being viewed accountable and therefore cater to the lowest common denominator and percentages of human behavior when establishing policies.
If I had a third hand, I'd say that as JimMIA suggested, guests and consumers with legitimate complaints and issues have been forced to "lawyer up" because those responsible refuse to do the right thing until they are forced to do so. It's become a viscious circle.
In my opinion only, in this case, Disney fell short of doing the "right thing". That "right thing" is generally enough for most people who would not pursue the matter any further.
AKV attempted to smooth things over and I'm sure their actions were very much appreciated, but the reality is that, Disney and CSR management should have been involved. Otherwise, the right people are not involved in order to ensure that everything is done to avoid this type of accidental injury in the future.
Water is a lightening rod for accidents and areas with a lot of water such as restrooms, kitchens, etc and should be checked, cleaned and mopped on frequent schedules to avoid the risk of serious injury.
It is also
not the guest's responsibility to attempt to figure out exactly who to contact and who should be involved in the incident. Frankly, as a guest, every employee IS Disney to me and it should only ever take reporting it to one CM if things are handled and working properly . I don't care who or what the internal cogs of responsibility are, as a guest, I just need it taken care of.
Perhaps if corporations spent as much time training employees on safety issues and procedures as well as the "right thing" to do when something does happen, corporations might find that there would be far fewer complaints which make them vulnerable.
What happened to the Disney that used to set the customer service bar and teach it to others from all over the world via the Disney Institute?
Hope your March trip turns out a little more magical 
