Ok, This is not testing anymore, enough

[amylevan]

A lot of those guests aren't going to be blindsided by anything because they don't know how things have been and how this is different. They don't know how FPs worked in the first place and will have no idea what is different for them as compared to other resort and offsite guests. They may not have used FPs anyway, so they will be blissfully ignorant (and may end up enjoying their trips more than people who have stressed out over every step in the development of the test).

People who are feeling blindsided and are upset about it should raise their concerns at the resort. I am guessing that it wouldn't take much of a complaint to a manager or concierge to get a few additional courtesy FPs for your group to use to compensate for not having paper FPs available as you expected.

Does anyone really think that is the best way to treat your customers? Especially by a company that at least at one point was a leader in the commitment of customer service to their "guests"?

What on earth would be so hard about releasing actual guidelines and to stop springing things on their guests 2 days before something goes into affect? A trip to WDW is no small, inexpensive endeavor.

Oh, but it's a test.

 

[clsteve]

I've been saying this for a while. In my book, it's not a test. Tests have end dates. This is a phased roll-out. You want to say there is problems because it is a "new" system, fine. Don't tell me there are problems because it's a test.

At no point are they going to say, "Well gee, that didn't work the way we wanted to. Let's keep the old system."

This is a very common step in a phased rollout. And it is a production rollout. And it is, unfortunately, marketing spin to continue to call it a test.

I can see why some would still think that Disney is using this to decide how things are actually going to roll out and that there might be still other changes to FP+ based on this phase. But, we need to realize- the system is already in production- tens of thousands are using it daily to make FP+ reservations and 100's of thousands are/will be using it in the Parks daily. The detailed project plans have been in place for a very long time. Disney knows exactly what they want to do, what they want the system to do, and when they want to do it.

What they are doing right now, and has been expected for awhile, is testing themselves:

Testing the team of specialists that will be rolling this out to each resort, testing their procedures for rollout, training the CM's from the other Resorts (believe me, there's at least one team from each Resort participating at Pop), testing their rollout problem management, Guest Relations problem management, etc.

Unless there's a MAJOR problem, rollouts to the other Resorts should happen rather quickly.

Two of the Commandments for having a successful implementation (especially a large one such as this):

Get ALL of the users on the new system as soon as possible

Get rid of the Legacy Systems as soon as possible.

Disney doesn't want to "extend the pain" any longer than it has to- it's incredibly expensive, for one, and it's horrible for internal morale. Rarely is it worse to take as much pain up front, then extending the pain with a long, slow rollout, while trying to maintain two production systems concurrently.

 

[lizziesc]

I was under the impression that the email invites people had been receiving to agree to the test had stated that guests would be able to use both fp and fp+? I could be way off on that, but I thought I remembered reading that somewhere. If that's the case, then anyone who read that when they agreed to opt in would possibly be blindsided when they checked in and found out that was no longer true.

Not sure what everyone else's email stated but received mine and nothing was mentioned about using both fast pass systems. I even read the fine print but nothing was stated to that effect. Could have to prior stays though. We are going during Christmas / New Years so I am are happy with three cause I seriously doubt we will be able to pull more that that with the crowds anyway. And we are a fast pass family but will be happy with three and do what we can at rope drop. I do hope disney will be more forthcoming to changes though.

 

[wisblue]

I was under the impression that the email invites people had been receiving to agree to the test had stated that guests would be able to use both fp and fp+? I could be way off on that, but I thought I remembered reading that somewhere. If that's the case, then anyone who read that when they agreed to opt in would possibly be blindsided when they checked in and found out that was no longer true.

The e-mail and mailed information I have gotten for the test says only that we will have access to FP+ and, if anything, implies that FP+ will be INSTEAD OF, and not in addition to, FP-. Here is an excerpt from a letter I received yesterday for our visit to SSR on 12/27:

"And, test our new FastPass+ service to reserve access to select attractions and shows before you leave home. Disney's FASTPASS Service has always been a great way to enjot Walt Disney World Attractions with little or no wait. During this test, with the NEW Disney FastPass+ service, you can reserve access to selected attractions and shows in advance (valid Theme Park admission required)."

The letter I received for our visit to POP last week was identical.

It's only people who called and asked, and those who visit boards like this, who knew that, at least temporarily, you could use both systems. It was always the intention that FP+ would replace paper FP for guests who use it, and eventually for everyone. I was told that in April when I renewed my AP by getting an RFID card at the Odyssey at Epcot and they had people explaining where they were going with MyMagic+.

We always knew this day was coming eventually, and now it is arriving.

BTW, I also know from my cast member daughter that Disney selected some CMs to test the whole system by staying at a resort and using MBs and visiting the parks with FP+. I am sure they are using the reports from those testers to evaluate how this all will affect guests who are using one system while others are doing something else, and are prepared to deal with that small percentage of guests who have more information than the majority.

 

[Son of Gadsden]

It is not a deception. Clearly you do not understand software testing processes. You can feel however you choose to, your view of this is up to you.
But what Disney needs to do is MORE testing and testing of different scenarios, like they are. This is far from a done product.

I agree. I'm getting the feeling that a lot of members here have no idea how testing/beta phases work.

 

[KatieCharlotte]

I've made the comparison before, but an NFL preseason game could be considered a "testing phase". Teams will PURPOSEFULLY do things that end in bad results for their team just to see what happens. Maybe they throw an interception on purpose just to see how good their offenses tackling skills are...or maybe the interception was just because the QB sucks. The same could be happening here. There are endless amounts of testing to do, and none of us have any idea what they are or are not testing. Speculation, that's all we can do.

When people purchase tickets to an NFL preseason game, they know not to expect the same kind of play as a regular season game. And they're not investing thousands of dollars.

When someone purchases a $$$$ trip to Disney and does their research, they don't expect the rules to change, in a way that intentionally hurts their vacation so that a billion-dollar corporation can conduct "tests" without informing their customers what they're going to change and when.

I think that some regular Disneygoers truly can't understand what it's like for a family to invest a significant portion of their income into a once in a lifetime trip. Even a "once every four or five years" trip. And yes, many of those people spend a year or more researching and planning.

 

[mgrayar]

I agree. I'm getting the feeling that a lot of members here have no idea how testing/beta phases work.

not to mention that the terms and conditions agreed to at time of booking give Disney the right to change service offerings without notice.

 

[wisblue]

I agree. I'm getting the feeling that a lot of members here have no idea how testing/beta phases work.

Is anyone here a customer of US Cellular?

They are historically one the best rated providers of cellular services, but they are going through a MASSIVE problem while implementing a new billing system.

What is going on at Disney is nothing compared with that. The vast majority of Disney guests are oblivious to what is going on with this and have not been affected by it. Many more have liked the changes. With USCC, every single customer has been affected by double billing, inability to process automated payments, etc.

 

[LisaTC]

WDW has the same number of employees as the entity for which I work. We roll out a new "software" or "process" and it's a hot mess, not matter how good your IT people are. Nobody likes change, there are unforeseen scenarios, etc. One cannot possibly predict all scenarios, so you test or do a sample roll it out, call it whatever you wish, but in the end you gather data, etc and deal with issues as they arrive. The CM's are definitely collateral damage, too, not just the visitors to Disney.

The insanity of doing something of this magnitude is much more than the average human can conceive. Like a PP mentioned, we don't know what precisely they are looking for, reviewing, etc., or exactly why they decided this was the THING to do for Disney, but believe me, they have their reasons for spending this butt load of money to do it.

There was no way this was going to be pretty. The unfortunate who do not visit the DisBoards or other sites will be uninformed. However, they are uninformed anyway about other things at Disney World if they don't do any research about it. We all know those people.

Disney has been very careful in their wording on their site about MB & new cards/FP+/testing etc. I just reread it all..."later this year, still in the testing phase, cannot request participation, you'll see some people with bands, some with cards, some getting FP, etc."

Clearly, I think they were too optimistic in the dates for final implementation and now it's headed toward the Christmas season. OY! Pity the park goers and CM's during that time. Maybe I'm wrong, but I see smoke on the horizon! But, that's life. It's hard to plan for some. We liked FP and were masters as using it...but we are park open people, as well. I've taken the wait and see approach and didn't plan a trip this year. However, the wait and see has taken a much longer wait than I was hoping to see...I digress.

It will be 2 years minimum, start to finish to begin to smooth the wrinkles and it will suck for some. No doubt.

 

[metzgardesign]

I agree. I'm getting the feeling that a lot of members here have no idea how testing/beta phases work.

Being a part of a test/beta phase is fine....if the guinea pig is given the choice of opting out of testing if they choose. Or if they are compensated for any anomalies they may experience during their participation. If Disney said "Here is a discount relative to your vacation in return for taking part in our testing phase," then being a part of their "testing" would be acceptable.

Paying full price for a vacation and then fall victim to WDW's testing glitches is unacceptable.

 

[Son of Gadsden]

When people purchase tickets to an NFL preseason game, they know not to expect the same kind of play as a regular season game. And they're not investing thousands of dollars.

When someone purchases a $$$$ trip to Disney and does their research, they don't expect the rules to change, in a way that intentionally hurts their vacation so that a billion-dollar corporation can conduct "tests" without informing their customers what they're going to change and when.

I think that some regular Disneygoers truly can't understand what it's like for a family to invest a significant portion of their income into a once in a lifetime trip. Even a "once every four or five years" trip. And yes, many of those people spend a year or more researching and planning.

Whoa now, are we talking about rides and attractions going through testing phases, or a small change in fast passes? Let's keep this in perspective. This is the equivalent of going through testing a new type of ticket, not the product on the field.

My post was in reference to the testing phase itself, not guest experience.

People who only go once every four or five years trip likely won't care, or will be excited to try this.

Let's not forget this is a testing phase, not a downgrade. There are plenty of people that will like this better, including me. Before, it's all about rope drop and who can get to the FP stations quickest. This way allows for everyone to have an equal shot at FPs, just to tell the other side of the story.

 

[KatieCharlotte]

I agree. I'm getting the feeling that a lot of members here have no idea how testing/beta phases work.

I get how testing works. I get that it's best for Disney to see how all different situations/rules play out over a long time. I get that all this information could not be obtained with a small sampling, as they used in the very beginning. And yes, informing people of your plans will shift the numbers.

But, sometimes, it's not a good idea to frustrate, confuse, and disappoint customers for an entire year so that you can have optimum testing conditions. People who are investing large amounts of money expect to know what they are going to get, as much as humanly possible.

Part of the problem for some is that we have (mistakenly?) had higher expectations for Disney regarding customer service, because of past experiences and our love for all things Disney. When minor things have gone wrong on my past trips, e.g. Test Track breaking down, CMs went way out of their way voluntarily to make things better.

 

[mgrayar]

Being a part of a test/beta phase is fine....if the guinea pig is given the choice of opting out of testing if they choose. Or if they are compensated for any anomalies they may experience during their participation. If Disney said "Here is a discount relative to your vacation in return for taking part in our testing phase," then being a part of their "testing" would be acceptable. Paying full price for a vacation and then fall victim to WDW's testing glitches is unacceptable.

how can it be unacceptable when you specifically accepted it when you agreed to their terms and conditions?

 

[emilyindisney]

I agree that this seems more like a roll out than a test phase at this point. I'm part of the Feb 2014 DIS facebook group and everyone has been posting saying they're getting bands, regardless of their resort.

 

[Son of Gadsden]

Being a part of a test/beta phase is fine....if the guinea pig is given the choice of opting out of testing if they choose. Or if they are compensated for any anomalies they may experience during their participation. If Disney said "Here is a discount relative to your vacation in return for taking part in our testing phase," then being a part of their "testing" would be acceptable.

Paying full price for a vacation and then fall victim to WDW's testing glitches is unacceptable.

You aren't forced to use FP. Therefore, you aren't forced to fall victim in the first place. Let's not forget that the reality is people who use FP are affecting other guests wait times in the first place. You are essentially skipping line. You get a shorter wait time at the expense of someone else in the queue line. If you don't have FP, someone else in the queue line has a better experience. Let's not forget people in the queue line pay for the vacation as well. Why would Disney give you compensation for possibly having a glitch while using a voluntary program that is a convenience in the first place? If we were talking about Universal's line skipping program, whatever it's called, that would be another argument, as it is paid for.

 

[KatieCharlotte]

Whoa now, are we talking about rides and attractions going through testing phases, or a small change in fast passes? Let's keep this in perspective. This is the equivalent of going through testing a new type of ticket, not the product on the field.

My post was in reference to the testing phase itself, not guest experience.

People who only go once every four or five years trip likely won't care, or will be excited to try this.

Let's not forget this is a testing phase, not a downgrade. There are plenty of people that will like this better, including me. Before, it's all about rope drop and who can get to the FP stations quickest. This way allows for everyone to have an equal shot at FPs, just to tell the other side of the story.

Every had an equal shot -- before. Everyone could arrive at RD. Sleeping in and arriving late was a choice completely within the customer's control, barring unusual circumstances like a disability or illness that required a GAC. But, you're right, FP+ will be better for some visitors and others will never notice the difference. I just feel sorry for those who don't know what the rules will be when they're there.

I am thinking about people like my friend. She talked to Disney fans and made plans. They could only afford one day at MK for their family, staying offsite, and had to travel peak season because of work. They were able to have a wonderful time and did not feel they missed anything because they arrived at RD, stayed until late at night, and got FPs all day long as soon as their window opened. For them, FP- was essential to their experience.

 

[metzgardesign]

OK....cool. I get it. You're right. It's OK to pay a few grand to sit in the lobby of your resort while CM's fix the glitch that won't allow you into you room. Or that won't allow your meal your eating to be charged with the MagicBand gracing your wrist because of a glitch.

Thankfully those Terms and Conditions cover Disney's ****. That should ease everyone's concerns.

I am of the mindset that being upfront and saying "We will be testing new operations during your stay. And as a reward for your willing participation, here is a discount of 25% (for example), for your valuable input, and compensate you for any inconveniences this testing phase may cause you, our appreciated guest."

Not "Yeah.....so those inconveniences of suckitude you experienced....well, our Terms and Conditions say.....'That happens.....sux to be you.' "

It's all good. If the trip goes swimmingly for you.....then that's great. And if the MB's and FP+'s make your trip the most magical trip you've ever had....then awesome. But in reality....a lot of customers are having/have had problems with piss-poor support from WDW's CM's in fixing the issues.....other than "Itsa glitch."

 

[mom2mickeyfan]

This way allows for everyone to have an equal shot at FPs

What is unfair about the paper FP system? I'm not talking about choices people make making it seem unfair. The new system is no more fair than the old one.

I know this system is going away no matter what but let's not pretend it has anything at all to do with making things fair. Even if you screwed up and didn't research and/or made it to RD on your first day of park touring, the next morning, you were on the same field as everyone else. Not so anymore.

 

[Son of Gadsden]

I get how testing works. I get that it's best for Disney to see how all different situations/rules play out over a long time. I get that all this information could not be obtained with a small sampling, as they used in the very beginning. And yes, informing people of your plans will shift the numbers.

But, sometimes, it's not a good idea to frustrate, confuse, and disappoint customers for an entire year so that you can have optimum testing conditions. People who are investing large amounts of money expect to know what they are going to get, as much as humanly possible.

Part of the problem for some is that we have (mistakenly?) had higher expectations for Disney regarding customer service, because of past experiences and our love for all things Disney. When minor things have gone wrong on my past trips, e.g. Test Track breaking down, CMs went way out of their way voluntarily to make things better.

From what I can see, they are going out of their way to make things as comfortable as possible while they test. They have allowed double dipping, and they are keeping FP- services available while doing this. Many companies would just start FP+ and turn off FP-. Obviously, they haven't been able to get their desired results in the testing they have done thus far, so they have decided to stop allowing double dipping from one resort.

From what I've seen, the glitches have been dealt with very professional.

I see all these people claiming these glitches are affecting the quality of vacations, yet I haven't seen a single specific example of one that has significantly affected an experience. Instead, I've seen people say things like the FP lines have gotten extremely long from complications involving magic bands not working right....the result of which, was cast members allowed anyone with a magicband to get in line until it was fixed. That is bending over backwards in my mind.

 

[metzgardesign]

You aren't forced to use FP. Therefore, you aren't forced to fall victim in the first place. Let's not forget that the reality is people who use FP are affecting other guests wait times in the first place. You are essentially skipping line. You get a shorter wait time at the expense of someone else in the queue line. If you don't have FP, someone else in the queue line has a better experience. Let's not forget people in the queue line pay for the vacation as well. Why would Disney give you compensation for possibly having a glitch while using a voluntary program that is a convenience in the first place? If we were talking about Universal's line skipping program, whatever it's called, that would be another argument, as it is paid for.

Above and beyond the FP+......let's say for a moment, that you check into your resort after a long day of travel, and your MB, RFID card, magical pixie-dust hand wave ....whatever....doesn't allow you into your room to unload and freshen-up. So you drag you happy rear back to the lobby to try and rectify this issue and an extended period later, after much hand-wringing from CM's and such.....you can finally get into your room.

You'd be OK with that? You are a saint among saints, if that's the case.