OT - Complaint Update

[cap'njack.]

I've finally got the WORST 'sorry' in the world from DLRP...infact I've read it 3 times and it doesn't even say 'sorry' does it??? And it took 7 weeks to get this!!

Disneyland® Resort Paris,

29 January, 2009

Reference: 307***/*****9

Dear Mr Lincoln,

Thank you for your correspondence concerning your recent visit to Disneyland® Resort Paris. Firstly I would like to apologise for the delay of reply. Please know that this is due to exceptional circumstances thus not standard practice. I was pleased to hear that you and your family decided to visit our resort.

Throughout Disneyland Resort Paris, the teams strive to offer a warm welcome to all our guests at all times, and our wish is for each guest to pass a magical moment in our company. Bearing this in mind, I sincerely regret that we did not meet your expectations on this occasion.

I was surprised to read your comments regarding the purchase of your Annual Passports at the entrance of the park. I can confirm that the Cast Members at our ticketing boots do receive specific training regarding the Annual Passport conditions and restriction dates. Additionally, the relevant brochures are also kept for consultation should the need arise. I also regret that you did not request at the time to verify the information regarding restriction dates and that you did not inform the Annual Passport Office of your concerns when you entered the Disneyland® Park.

Please know that we do use guest feedback as an integral way of examining our operations and, where necessary, implementing changes that will benefit the overall guest experience at the Resort. As such, all your comments will be taken into account and reviewed by the relevant management.

Despite this concern, Disneyland® Resort Paris hopes to soon have the opportunity to welcome you once more to the resort.

Yours sincerely,




***************

Guest Communication

 

[poppie123]

Erm.. nope no sorry in there at all
Maybe it's the way i have read it but it seems to me that they are trying to say it's your fault for not querying it at the time.

 

[A Small World]

A very disappointing response considering it was definitely their fault.

As you say they dont really seem to apologise and suggest you should have insisted there and then that they check. However as you said initially the CM was so insistant that she was correct and not willing to check

What do you intend doing now?

 

[cap'njack.]

The thing is I did ask her to check and she said 'I'm right and you are wrong'

I was always planning on taking a written letter with me on Saturday, I think I'll now do the same and say that this email does not actually cover the point that I made which was that I asked her to check and she didn't. I'm just really downheartened with the response. 7 weeks and I don't even get a 'sorry you feel you were mis-informed'

 

[A Small World]

I agree -you cant leave it at that - you need to take it further

 

[squizz]

Thats a really disappointing result. You really should take it further... Maybe take mickey hostage or something

 

[A Small World]

Where are you intending taking the letter? To City hall?

 

[FiFi Rose]

I think this is called 'Passing the Buck' straight back to you. Definately a vary carefully worded 'apology' which seems to imply that you, the customer, were in the wrong. Very strange customer service whatever happened to the customer is always right! If the CM refused to check what do they suggest you should have done? Ask every CM in the park? You're supposed to be on holiday not waiting around offices all day for them to check on procedures (steps away from the soap box!).

 

[BRobson]

That is awful - I would take it further

 

[cap'njack.]

Where are you intending taking the letter? To City hall?

Yeah to City Hall. It's just really dissapointing that I've waited 7 weeks and not got a sorry...oh well...I've responded to the email including another copy of my original complaint which indicatates that I did query it with her...and I'll drop one at City Hall.

 

[Aristol]

The response is very disappointing. I agree you have to bring it further.
I'm not quite understand the letter untill now I thought that DLRP has the best customer service I've ever met, however blaming you and not even say a sorry...

Maybe they were affraid of writing down sorry would mean they accept you were right and they had to give back your money?

 

[nobby]

I hate poor service and even worse a response that does not deal with the complaint. It amazes me how the writer can think anyone will actually be happy with this especially given an ostensible acknowledgement of a mistake of advice yet a complete failure to offer financial retribution. Poor show. Good luck with the next installment. It might get their attention if they know where this is being aired.

 

[joolz1910]

It seems to be saying 'a mistake may have been made' (very passive) but that you were at fault for not chasing this up at the time! What a cheek. Give them hell, John.

 

[jillrobinson]

It doesn't really address your complaint does it ? All very well telling you that there are training systems in place, we'd be shocked if there weren't, but in this instance they fell short of expectations and you "suffered" as a result.
BTW - the part that infers it was your responsibility to query the information (I know that you did) really does annoy me.
Not a very good complaint resolution and not one I'd be happy with.
Good Luck with the follow up.

 

[thelittlemermaid83]

Oh my John that is awful! The least they could of said was sorry.

 

[scampbunny]

and they think that is a reply from good customer service????????????
that is disgusting - i agree that it is implying that it is all ur fault, that u should have checked and basically tough - and hope to see you again!!
as u said, and told them, u checked and the cm SAID they were right - ur at the passport office with their 'trained staff' so who else r u gonna question about it???????????
glad u emailed back & hope they give u better service in person at the weekend - am really sorry to hear the reply they gave - thats not right....

 

[mommy2ash]

what that is not even a sorry. in fact its close enough to blaming you for what happened. that is just stupid. it took seven weeks for that.

 

[tennisfan]

I think this is called 'Passing the Buck' straight back to you. Definately a vary carefully worded 'apology' which seems to imply that you, the customer, were in the wrong. Very strange customer service whatever happened to the customer is always right! If the CM refused to check what do they suggest you should have done? Ask every CM in the park? You're supposed to be on holiday not waiting around offices all day for them to check on procedures (steps away from the soap box!).

Its a myth & a poor one at that. I work in customer service & there is many a time the customer is wrong but have this mentality, but then I would explain politely to them the reasoning.

John, I really hope they can explain better there email when you go at the weekend, it is a very poor response. I think the reason they didn't apologise as it means they are at fault which they are trying to deny.

 

[mummyal]

Good grief, as the others have said, that is not a 'sorry letter' from them. Hope they'll be able to give you a more satisfactory response when you deal with them face-to-face. Good luck.

 

[Bolanette87]

That is soooooo not an apology!!!!!! How bloody appalling!!

Bob xoxoxo