NIGHTMARE booking Candlelight...

[lenshanem]

I just got off the phone. Took an HOUR!!!
I should have known from the start, this poor woman didn't have a clue!!!
First she told me I had to wait 90 days out, then she ended up giving me a wrong confirmation number, finally went back and gave me 2 more confirmation numbers.
Told me I didn't have to prepay, I told her I did. It was not good!

I think I would have been better off making the ressie myself! (I sure knew more!) I told her I'd call back cause I didn't feel it was right. She told me please do!
Called back, her again! LOL
Called back again, most of my info was missing I gave her ( I gave her my CC number TWICE, my address TWICE and had to read back the confirmation numbers several times... Plus she overcharged me a person! Then this second woman couldn't credit me back. Gave me another number (Modification department?) which I was on hold forever... FINALLY it is fixed. I hope!

Good luck to any others booking! This is my first CP package and if I hadn't read up about it here I would have gone along thinking what the first woman told me was correct, gotten to WDW and not had a ressie!

 

[FFerret]

Yikes, Shan -- sorry to hear about that!

...talk about your off days...

I was on hold for an hour when I was getting my CRT ps, but your incident's a LOT more frustrating.

 

[SCOTTNJ]

I had to laugh when I read your post.

When you call Disney, you can tell in about 1 minute if your CM has a clue. It is amazing how one CM can not know anything and others are great.

I called the other day to try to apply the AP discount to my current reservation. When the woman said "annual what" I should have just hung up. She spent 10 minutes telling me that I only had one room booked when I know I have two. Spent a half hour on the phone with her only to call right back to have a knowledgeable CM double check the woman.

 

[aimb]

Originally posted by SCOTTNJ
When you call Disney, you can tell in about 1 minute if your CM has a clue. It is amazing how one CM can not know anything and others are great.

This is so, so true! I called to make a PS for dinner before MVMCP, and the CM told me the restaurant was closed. I didn't even bother arguing - I just hung up and called right back. This CM knew exactly what I was talking about and made my PS with no problem. If not for these boards I would've had no clue and missed out on a great character meal before the party.

 

[Muffy]

Wow, sorry about the mixup! Glad all is well now.

 

[snuggles]

I'm glad the Dis helped you guys out. I can't understand why Disney puts CM's on the front line without making sure they know whats going on.

 

[Dan Murphy]

I do love the CM's at WDW and CRO, so many are so good, and they try so hard. But as said by several here, and summed up by snuggles, some of them in CRO really do not have a clue sometimes. I don't understand it either. That said, I do think almost all are great and the ones who don't have a clue are probably very new, and having a tough time learning the immense vastness of all there is to know about WDW, but still, they should not be left to the public with so little knowledge at times. I really feel sorry for some of them at times and wish I could help them, LOL.

Hope everyone enjoys whatever they were/are calling about.

 

[danny1649]

The first time and first person she had ever booked a CP Dinner Package for.Plus it was first day they were taking reservations for package.This wonderful CM made a few calls and made that extra effort to get it done for me and done right.This lady was so nice I told her I really appreciated her effort and it would get better for her the folks she helped book the package.It took about 15 minutes and I thoght that was great for CM doing this job task for the first time.

 

[christianweecare]

I agree that in all the years that we have been making trips to WDW we have for the most part had wonderful CM's both on the phone and in person. We have run across an occasional clueless CM, though. If I get one on the phone, I hang up and call back. This past Jan. we encountered a clueless CM at the front desk of the ASMO resort. It is frustrating when you know more than the CM does, but many visitors to WDW are not as knowledgeable about the ends and outs. For instance, our last trip we went with my sister and her family and they were all amazed that DH & I knew all these little things that we have learned on the Dis! Thanks, everyone!

 

[freediverdude]

It IS so weird that I've had completely opposite experiences before, depending on the CM you get. The ones I got the other day for getting the AP rates and booking an Epcot tour were just wonderful, very helpful and nice. But then there are other times when I call and no matter what I ask, it's just like they're not even checking and just want to get me off the phone by saying "can't help you". Very odd, but whatever.

 

[kbuck]

Last night I called to make my reservations for the candle processional and the CM told me after reading about the CP that they were not taking reservations for Dec 19. I should call back in a few weeks. I said ok and hung up. I decided I would wait and call today. Well the CM that took my reservation today was very helpful and nice. When I told her what the CM the night before told me she seemed surprised. Todays CM took her time and make sure everything was correct.

 

[danny1649]

 

[CamColt]

Ugh!
Last Tuesday we were near Le Cellier, where we want to eat with our CP package so we stopped in to check it out. We got to talking to the CM and we asked if the CP packages were available to book yet. She went and "checked". Her answer was not yet. Last year they opened up 60 days in advance so try again in October. Knowing this was not true, we went back to our room later on, called, and amazingly were able to book it that day.

 

[caskar]

I had the same experience as you, lenshanem. Yet she was so nice as danny1649 cm. She was really confused about how to go about doing the reservation and put me on hold many times to check with a supervisor. She made some mistake and charge me too much for my family but gave me a cancellation number for that reservation so I hope everything will be alright. She did (I think) get my reservation right finally. Maybe I should call and check. Is there a way to check?

 

[danny1649]

Yes you can you should have a 8 digit confirmation # call and give that # to CM at CRO.She will then check that # for you and give you all details regarding it. 407-939-3463 Hope this helps

 

[Debby7]

I called the second day CP were available. The CM identified himself as Dillon and told me that this would be his first time booking the CP. I encouraged him to take his time. It was slow going, but I am sure (based on previous years ) that he got it right. He gave me two confirmation numbers, one for the package and one for the PS, but told me that everything was cross referenced to the package confirmation #. He put me on hold a couple of times to cross reference but all in all I think my patience paid off, and I hope helped him get off to a good start.

 

[bravestwj]

I too, booked a CP package for December 23rd on Tuesday of last week. (I think it was Tuesday, but my days are all bluring together!) Anyway, I was only given one confirmation number for the show and dinner, also at Le Cellier. Does this sound right? My CM, Carrie, was very helpful and sounded like she knew what was going on. I was going to go for December 24th, but we decided to bump it up a day, due to reading on the boards quite a bit about CP packages selling out on Christmas Eve. We just didn't want to fight major crowds.

 

[Debby7]

Everything is cross referenced to the confirmation # for the package. I only got the PS confirmation from Dillon because I asked for it . As long as you have your package confirmation # you should be all set.

 

[lenshanem]

Hi everyone. I'v been gone for a coupel days...
Don't get me wrong thw poor lady was very nice, but I used to be a manager for a phone reservation department and it is frustrating to me that a company liek Disney woudl put peopel on the phones that haven't been completely trained. Or even nto update employeyes on new evetsnts and their policies.
Actually, I felt really bad for her cause she was trying hard to be nice, but you coudl tell she was totally stessed and trying to stay calm. I even told her I'd call abck and try to get soemoen else to book it that knew more about it, but she insisted on trying to figure it out. Unfortuanetly, it was wrong.