Paranoid or Chapek just being "Lex"?

[piccolopat]

We no longer even look at Disney merchandise because it is all generic. It was so much better when there were products themed to each park and when the international offerings in WS were more authentic and varied. I can get a generic Mickey Mouse t-shirt for a fraction of the price they charge in the parks so why would I buy it there? I have the same problem with the WS restaurants. Once the Dining Plan was introduced, restaurants cut back on their offerings so they didn't lose money on the DP which gave people full access to their menus. It would have been better to have a DP menu and a separate one for cash customers. Anyone else remember when Chefs de France had frog's legs as an appetizer and a Grand Marnier crepe for dessert?

 

[AvidDisReader]

No reasonable person would expect that during the covid pandemic that Disney would make significant investments in the parks.

Now you could also respond because construction is cheap now it would be an ideal time to complete construction projects so when demand returns as it will the parks will be ready.

the problem here is that once demand returns Disney plans to have much leaner staffing levels in the parks, Most of those 28000 people laid off are not coming back, You will see more automation (those awful photopass boxes anyone, or the ‘rapid fill mug system’) just think of all the worst bits of machines replacing people and you will find em at Disney going forward and all because the bobs want Disney to be a growth stock which means ever increasing prices and ever decreasing products and services to the paying customer. The key here is Disney has decided that its ‘real’ customer is wall st, not the people who pay thousands for vacations. And every time we collectively buy a Disney product we reward this wall street over guest mentality.

You state a mouthful here. Are saying a company should not try to IMPROVE their product with technology? Or that a company should not try to improved systems and save in labor costs with technology? I will agree with you there is a fine line between keeping superior customer service and introducing cash saving technology, and we have always held Disney to a higher expectation. I guess my biggest issue with your post is that it is just a very broad criticism of ongoing change. Change for the sake of change is not good, but every company should try to control expenses and improve on systems. Unfortunately all attempts to do so do not work out to the benefit us as consumers.

 

[ford91exploder]

You state a mouthful here. Are saying a company should not try to IMPROVE their product with technology? Or that a company should not try to improved systems and save in labor costs with technology? I will agree with you there is a fine line between keeping superior customer service and introducing cash saving technology, and we have always held Disney to a higher expectation. I guess my biggest issue with your post is that it is just a very broad criticism of ongoing change. Change for the sake of change is not good, but every company should try to control expenses and improve on systems. Unfortunately all attempts to do so do not work out to the benefit us as consumers.

Here’s the issue as I see it, Disney historically has been a very profitable company based on ‘high touch’ customer service, Disney even had a school for it ‘The Disney Institute’ which both DMIL and myself both attended. After the ‘numbers guy’ Bob Iger took over he decided that he wanted Disney to be a growth stock. To that end he stopped investing in the only consistently profitable segments of the business (Parks and Resorts) and went off on a ego driven series of acquisitions (SW and Marvel) being exception but even there he overpaid. At the time Marvel could have been purchased in exchange for a used Ford Pinto and a full tank of gas. Iger then blew tens of billions on stock buybacks. During this period NONE of the changes benefited those paying for vacations. The changes only served to enrich select TWDC executives and Wall Street sharks. And now we are getting even further down the ‘customer facing cutbacks. People dont visit Disney for the brand but the experience and if the experience is on par with a trip to the DMV well they are not visiting again and will be tellikg friends to avoid it as well

 

[BrianL]

Here’s the issue as I see it, Disney historically has been a very profitable company based on ‘high touch’ customer service, Disney even had a school for it ‘The Disney Institute’ which both DMIL and myself both attended. After the ‘numbers guy’ Bob Iger took over he decided that he wanted Disney to be a growth stock. To that end he stopped investing in the only consistently profitable segments of the business (Parks and Resorts) and went off on a ego driven series of acquisitions (SW and Marvel) being exception but even there he overpaid. At the time Marvel could have been purchased in exchange for a used Ford Pinto and a full tank of gas. Iger then blew tens of billions on stock buybacks. During this period NONE of the changes benefited those paying for vacations. The changes only served to enrich select TWDC executives and Wall Street sharks. And now we are getting even further down the ‘customer facing cutbacks. People dont visit Disney for the brand but the experience and if the experience is on par with a trip to the DMV well they are not visiting again and will be tellikg friends to avoid it as well

I believe the deal for Marvel was the Pinto, a full tank of gas, AND some fuzzy dice to hang from the mirror. Maybe they overpaid?

 

[Eric Smith]

Here’s the issue as I see it, Disney historically has been a very profitable company based on ‘high touch’ customer service, Disney even had a school for it ‘The Disney Institute’ which both DMIL and myself both attended. After the ‘numbers guy’ Bob Iger took over he decided that he wanted Disney to be a growth stock. To that end he stopped investing in the only consistently profitable segments of the business (Parks and Resorts) and went off on a ego driven series of acquisitions (SW and Marvel) being exception but even there he overpaid. At the time Marvel could have been purchased in exchange for a used Ford Pinto and a full tank of gas. Iger then blew tens of billions on stock buybacks. During this period NONE of the changes benefited those paying for vacations. The changes only served to enrich select TWDC executives and Wall Street sharks. And now we are getting even further down the ‘customer facing cutbacks. People dont visit Disney for the brand but the experience and if the experience is on par with a trip to the DMV well they are not visiting again and will be tellikg friends to avoid it as well

You must have a very nice DMV. We've been multiple times over the past few years and it's a very enjoyable experience. My biggest complaint would have been the high crowd levels. There have been a ton of additions to the parks under Iger, especially in the last five years. To name a few, you have Galaxy's Edge, Pandora, and Cars Land. If not for the pandemic, we would be seeing more of a total re-do of Future World in EPCOT, but even with the pandemic, we'll be getting some part of what was supposed to be added. I disagree with you, a lot of people visit Disney World because it is Disney.

 

[AvidDisReader]

Here’s the issue as I see it, Disney historically has been a very profitable company based on ‘high touch’ customer service, Disney even had a school for it ‘The Disney Institute’ which both DMIL and myself both attended. After the ‘numbers guy’ Bob Iger took over he decided that he wanted Disney to be a growth stock. To that end he stopped investing in the only consistently profitable segments of the business (Parks and Resorts) and went off on a ego driven series of acquisitions (SW and Marvel) being exception but even there he overpaid. At the time Marvel could have been purchased in exchange for a used Ford Pinto and a full tank of gas. Iger then blew tens of billions on stock buybacks. During this period NONE of the changes benefited those paying for vacations. The changes only served to enrich select TWDC executives and Wall Street sharks. And now we are getting even further down the ‘customer facing cutbacks. People dont visit Disney for the brand but the experience and if the experience is on par with a trip to the DMV well they are not visiting again and will be tellikg friends to avoid it as well

No investment in the Parks? Over a billion (estimates are as high as 3 billion) on the Magic Band technology. There was the several hundred million investment in WDW Fantasy land. The Billion plus investment on Avatar Land. Than the several billion combination of Toy Story Land and Star Wars Land. This is just in WDW, there were just as many if not more in Disneyland/California Adventure. Now where you have a point is in many of these projects it seemed they cut some corners from the original plans. But to make a blanket statement that there were no investment in the Parks, that is not true. Of all the investments you mentioned, I find it interesting that you picked the Marvel acquistion. Disney has not only made back all their money but more than doubled their money back -- Same as Pixar. Only the Star War purchase has not quite lived up to the original out lay, but lets wait to see how the new programs on Disney+ are received before making a final determination.

 

[Eric Smith]

No investment in the Parks? Over a billion (estimates are as high as 3 billion) on the Magic Band technology. There was the several hundred million investment in WDW Fantasy land. The Billion plus investment on Avatar Land. Than the several billion combination of Toy Story Land and Star Wars Land. This is just in WDW, there were just as many if not more in Disneyland/California Adventure. Now where you have a point is in many of these projects it seemed they cut some corners from the original plans. But to make a blanket statement that there were no investment in the Parks, that is not true. Of all the investments you mentioned, I find it interesting that you picked the Marvel acquistion. Disney has not only made back all their money but more than doubled their money back -- Same as Pixar. Only the Star War purchase has not quite lived up to the original out lay, but lets wait to see how the new programs on Disney+ are received before making a final determination.

I'd add that the final products for additions to the parks always fall short of fully realizing the concept. Sometimes ideas just aren't feasible. Other times, budget gets in the way.

 

[ford91exploder]

No investment in the Parks? Over a billion (estimates are as high as 3 billion) on the Magic Band technology. There was the several hundred million investment in WDW Fantasy land. The Billion plus investment on Avatar Land. Than the several billion combination of Toy Story Land and Star Wars Land. This is just in WDW, there were just as many if not more in Disneyland/California Adventure. Now where you have a point is in many of these projects it seemed they cut some corners from the original plans. But to make a blanket statement that there were no investment in the Parks, that is not true. Of all the investments you mentioned, I find it interesting that you picked the Marvel acquistion. Disney has not only made back all their money but more than doubled their money back -- Same as Pixar. Only the Star War purchase has not quite lived up to the original out lay, but lets wait to see how the new programs on Disney+ are received before making a final determination.

There are two types of investment maintenance investment which keeps the roof from falling in and keeping the lights,plumbing and HVAC operating. And even there Disney’s a few billion short of a happy meal. The second kind of capital is growth capital which allows one to expand their business, fastpass etc falls into first category

disney has not even spend 1/4 years worth of buybacks on growing the parks.

 

[ford91exploder]

I'd add that the final products for additions to the parks always fall short of fully realizing the concept. Sometimes ideas just aren't feasible. Other times, budget gets in the way.

just wait till there is a charge for talking to a human guest relations person. It’s the logical next step

 

[AvidDisReader]

There are two types of investment maintenance investment which keeps the roof from falling in and keeping the lights,plumbing and HVAC operating. And even there Disney’s a few billion short of a happy meal. The second kind of capital is growth capital which allows one to expand their business, fastpass etc falls into first category

disney has not even spend 1/4 years worth of buybacks on growing the parks.

You are making me remember the old saying that when facts gets in the way of legend, print the legend. You have a preconceived notion on Disney and facts are not going to change your opinion. That is fine, as I say, each to their own.

 

[Eric Smith]

just wait till there is a charge for talking to a human guest relations person. It’s the logical next step

It’s not the logical next step.

 

[ford91exploder]

It’s not the logical next step.

Go to any big bank in most major cities, you are charged for using a teller instead of ATM or Online, Or more relevant to Disney make an airline reservation on the phone or at airport most airlines will charge 25-50 bucks for the privilege of dealing with a actual human unless you are on the high end elite flyer tiers.

Do you really think Disney is gonna leave that potential revenue on the table??? Also now those plaids are no longer a cost center they are revenue sources. Plus it gets rid of the line at guest relations.

post covid the old way of doing business is dead now its ‘Show me the money!!!!’

 

[Eric Smith]

Go to any big bank in most major cities, you are charged for using a teller instead of ATM or Online, Or more relevant to Disney make an airline reservation on the phone or at airport most airlines will charge 25-50 bucks for the privilege of dealing with a actual human unless you are on the high end elite flyer tiers.

Do you really think Disney is gonna leave that potential revenue on the table??? Also now those plaids are no longer a cost center they are revenue sources. Plus it gets rid of the line at guest relations.

post covid the old way of doing business is dead now its ‘Show me the money!!!!’

I’ve never seen a bank that charges to use a teller. I’ve also never heard of an airline charging for reserving a flight by phone. I’ve seen that they charge for reserving day of. However, Disney isn’t an airline.

 

[ford91exploder]

You are making me remember the old saying that when facts gets in the way of legend, print the legend. You have a preconceived notion on Disney and facts are not going to change your opinion. That is fine, as I say, each to their own.

the facts are there to be seen by all not blinded by pixie dust, i used to be a hard core pixie duster, i’m always amazed at how Disney dumps free stuff on people for the slightest inconvenience. Yet when my DFIL had his ankle sprained by a malfunctioning elevator getting ice delivered to the room was a real challenge. Of course we werent making a nusance of ourselves wailing and rending our garments because our vacation is ruined we simply adapted. Yes I’ve had some memorable bad experiences with Disney and ive got zero incentive to stop calling out their shortcomings.

Personally i’d settle for Disney being at least as interested in the guest experience as they are the guests money

 

[Missingmypooh]

Go to any big bank in most major cities, you are charged for using a teller instead of ATM or Online, Or more relevant to Disney make an airline reservation on the phone or at airport most airlines will charge 25-50 bucks for the privilege of dealing with a actual human unless you are on the high end elite flyer tiers.

Do you really think Disney is gonna leave that potential revenue on the table??? Also now those plaids are no longer a cost center they are revenue sources. Plus it gets rid of the line at guest relations.

post covid the old way of doing business is dead now its ‘Show me the money!!!!’

your making me thankful for southern hospitality! That’s certainly not the case in Florida.

yes, Disney IS lacking in customer service and communication, and when people vote with their dollars I can see it changing.

you must consider that while millennials and gen x (everyone under 40 right now) like to text, they also really like to kindly talk to a real person when something bad happens. I go to Disney because when my sons magic band and ballon pop in a 15 minute span, I can go to a kind plaid who replaces the solid red band (they didn’t have them in stores!) and then offers to give us a coupon for the balloon because my son asked her so sweetly (I didn’t even know they did that!).

and yes, this was fall of last year, when they were in a tight cost saving mode.

Disney has OBVIOUS flaws and we have data to prove that.
But don’t let your lack of believing in pixie dust get in the way of the pixie dust that does exist.

 

[afan]

you must consider that while millennials and gen x (everyone under 40 right now)

Everyone in Gen X is over 40 now, '65 to '79.

 

[Missingmypooh]

Everyone in Gen X is over 40 now, '65 to '79.

oops. I meant gen z.

 

[mamaofsix]

I’ve never seen a bank that charges to use a teller. I’ve also never heard of an airline charging for reserving a flight by phone. I’ve seen that they charge for reserving day of. However, Disney isn’t an airline.

Really? Not sure where you live, but in my area I haven't heard of a bank that doesn't charge you at least a dollar surcharge to use the teller instead of the ATM.

 

[Olaf Myfrenzargay]

What I’d like to see down the road is a real Simpsons Land, not that crappy one at Universal.

 

[AvidDisReader]

For all those who just want to see the negative, there are just as many shining times to be remembered. When my son in law was finally released from the military, My wife and I treated my daughter and son in law to a Disney Vacation. We had a reservation at Cinderella Castle, one of the more pricey places to dine. They had an employee go around and asking what each table was celebrating. We advised we were celebrating the safe return of our veteran. So when it came time to pay the bill, we were thanked for his service and they picked up the whole bill. You see, when it is least expected is when you receive the magic.