BEWARE of some of the cast members working the phones. Some of them HAVE NO IDEA what they are doing!
I called this morning and spoke to a very nice female CM. Our original package without dining was about $1800 at the AOA.
First, she told me she couldn't apply the pin if I couldn't tell her what it was (seems several of us received the email without the actual code). When I told her she was wrong and to check our file she found it.
Then, she told me that she could NOT apply the
free dining pin to the current reservation and that she would create a new reservation with a different confirmation number and that I would have to speak to dining reservations separately since I already made dining reservations a few weeks ago.
Finally, she told me that the pin was for PLUS dining even though our resort is a value resort where I know quick dining is what you get with the free dining offer at all value resorts. We wanted the plus dining anyway, and I was prepared to pay about $400 for the 4 of us to upgrade.
She made the new reservation and told me our package price went up $1,000 to a total of $3,000 after she added the free plus dining!!! I told her she was wrong and she argued with me until I explained the logic to her. She then looked it over and said "oh yeah, the pin didn't work". She made a couple changes and got it down to about $2,800 (which was still more than it should be).
THEN YOU CANNOT IMAGINE WHAT HAPPENED NEXT!! She accidentally disconnected the call and it went to the survey you get after every call. I could not believe it!!!
I called back, tried unsuccessfully to circumvent the computerized prompts then got a gentleman who was fantastic. I explained what just happened and he said "no no no...we can simply apply the pin to your current reservation and you won't have to do anything with your existing dining reservations". Within 5 minutes he had her mess all cleared up and our new total was $2,100 which was about $100 better than I thought it would be.
So my point in this long-winded post is that the "quality" of reservation cast members varies to the extreme. There seems to be a lack of training or something going on at Disney. But by reading these message boards, we can all be better equipped to deal with the less than savvy reservationists.