Phone call with MS-didnt go well at all:(

[ree123]

Just called MS to add ME and room request and WOW , it was painful. I normally dont complain about "things" and im pretty laid back and patient. i almost lost it just now.... First, when I gave our member number, she kept saying the number i was giving her didnt match their records. I was reading it off the web, dvcmember.com , and finally she got it right. Then to verify, I gave her our address AND email 3 times. I honestly think she couldnt hear well, or had her earpiece in wrong and she kept saying "incorrect email". Ive had the same email for 6 years- after the 4th time reading it to her with a 6 second pause inbetween letters she got it. Then throws in a snide "glad you finally got it right" . Seriously? But, hey, I need to get this done, and we came this far, I just bit my tongue. Well, the ME details from my flight literally took 10 min. Im sure its wrong- and then when it came time for room request, before I could even give it to her, she says "You know, a request is only that. Dont expect to get it" .I thought about what i wanted to say without telling her how shes BY FAR the worst call Ive ever made to Disney in 13 years...but, i didnt. I calmly and politely stated I understood what "request" means, but Id like a higher floor, even numbered room(BLT 2 bed LV). She said "Whoa! Whoa! Thats two requests! You will have to pick one ." I know that is CRAP. I am a DIS reader, lurker . I read what everyone requests-and at BLT i always see the requests of, eg.-"5th floor, even number" or "north tower, even number", etc.. I calmly, sternly asked for her to PLEASE just note my reservation, I know this is not true. My last 3 stays at DVC properties Ive given requests with multiple requests. Luckily, Ive never been let down.She tells me(incorrectly) that there are only a few floors with the lake view higher up????? Huh?I let her know that I believe shes mistaken, that one whole side of the tower is almost all considered lakeview. she says I'M mistaken. Thats it. I need to get off the phone. I feel my neck getting hot and my blood is BOILING now. So, she says she notes the account with my "many requests" and curtly tells me to" have a nice evening" and hangs up.... Im furious now. I will be calling a supervisor tmro in the morning. I swear, Ive NEVER, had a conversation like this with anyone from Disney. and shes a MS with DVC?
Thanks for letting me wig out... Im disappointed in this Ms agent and I know she is NOT the norm . Geesh-sorry so long..............

 

[Caren90]

Call MS tomorrow and log a complaint (hopefully you have her name). Remember, if you are a DVC owner she works for you.
Tonight, have a nice glass of wine and some leftover turkey and stuffing.

 

[DebbieB]

Just called MS to add ME and room request and WOW , it was painful. I normally dont complain about "things" and im pretty laid back and patient. i almost lost it just now.... First, when I gave our member number, she kept saying the number i was giving her didnt match their records. I was reading it off the web, dvcmember.com , and finally she got it right. Then to verify, I gave her our address AND email 3 times. I honestly think she couldnt hear well, or had her earpiece in wrong and she kept saying "incorrect email". Ive had the same email for 6 years- after the 4th time reading it to her with a 6 second pause inbetween letters she got it. Then throws in a snide "glad you finally got it right" . Seriously? But, hey, I need to get this done, and we came this far, I just bit my tongue. Well, the ME details from my flight literally took 10 min. Im sure its wrong- and then when it came time for room request, before I could even give it to her, she says "You know, a request is only that. Dont expect to get it" .I thought about what i wanted to say without telling her how shes BY FAR the worst call Ive ever made to Disney in 13 years...but, i didnt. I calmly and politely stated I understood what "request" means, but Id like a higher floor, even numbered room(BLT 2 bed LV). She said "Whoa! Whoa! Thats two requests! You will have to pick one ." I know that is CRAP. I am a DIS reader, lurker . I read what everyone requests-and at BLT i always see the requests of, eg.-"5th floor, even number" or "north tower, even number", etc.. I calmly, sternly asked for her to PLEASE just note my reservation, I know this is not true. My last 3 stays at DVC properties Ive given requests with multiple requests. Luckily, Ive never been let down.She tells me(incorrectly) that there are only a few floors with the lake view higher up????? Huh?I let her know that I believe shes mistaken, that one whole side of the tower is almost all considered lakeview. she says I'M mistaken. Thats it. I need to get off the phone. I feel my neck getting hot and my blood is BOILING now. So, she says she notes the account with my "many requests" and curtly tells me to" have a nice evening" and hangs up.... Im furious now. I will be calling a supervisor tmro in the morning. I swear, Ive NEVER, had a conversation like this with anyone from Disney. and shes a MS with DVC?
Thanks for letting me wig out... Im disappointed in this Ms agent and I know she is NOT the norm . Geesh-sorry so long..............

I would have hung up when she couldn't get the number right and called back hoping for a different person.

I'm always nervous to call on a weekend, it seems like when I have problems it's on the weekend, I wonder if less experienced work on weekends.

 

[ree123]

Call MS tomorrow and log a complaint (hopefully you have her name). Remember, if you are a DVC owner she works for you.
Tonight, have a nice glass of wine and some leftover turkey and stuffing.

LOL! You have a crystal ball? We are having Turkey Day leftovers. I DO have a nice bottle of white in the fridge. But, yes, name and time are written down and WILL be reported in the am.

 

[ree123]

I would have hung up when she couldn't get the number right and called back hoping for a different person.

I'm always nervous to call on a weekend, it seems like when I have problems it's on the weekend, I wonder if less experienced work on weekends.

Weekends being the B-team? Ill reemember that!If she only had trouble with her hearing me, I wouldnt be ticked. Its her snarky snide attitude..... geesh. She was just miserable!And she was incorrect with all of her remarks and had zero knowledge about BLT and views/rooms.

 

[Sammie]

Hopefully after a good meal and a glass of wine you will look at this as not really being that important in the scheme of things and pass one forward of doing a good deed for some one that might have been new or having a bad day.

I know I would.

The question I always ask myself is this, did anything that happen warrant someone losing their job over it. If not, I move on.

 

[ree123]

Hopefully after a good meal and a glass of wine you will look at this as not really being that important in the scheme of things and pass one forward of doing a good deed for some one that might have been new or having a bad day.

I know I would.

The question I always ask myself is this, did anything that happen warrant someone losing their job over it. If not, I move on.

Well of course I wouldnt want someone to lose a job!! Having said that, she was rude and didnt know facts about a property that is part of her job. Or proper procedures in taking requests from members. Bad day, no sleep, I dont treat people like that....

 

[Sammie]

Well of course I wouldnt want someone to lose a job!! Having said that, she was rude and didnt know facts about a property that is part of her job. Or proper procedures in taking requests from members. Bad day, no sleep, I dont treat people like that....

Actually all she knows is what her computer tells her and I can assure it is very little as to requests.

 

[ree123]

Actually all she knows is what her computer tells her and I can assure it is very little as to requests.

Sammie, are you telling me she was correct when she stated that I can only give one request?

 

[twinklebug]

I'm sorry you ran into either a new CM or one who was having an off day. I think I would have been pulling my hair out too. I run into these type folk all the time in my job as they've outsourced our support department to overseas.

What I've found when I have trouble right off the bat is to make life easier for myself and call back. I do take a moment to explain that we're having trouble communicating and that I'll call back later in hopes that they may spruce up their act. If it's bad I ask for a US based customer service employee. In the case of Disney, however, I believe they're all US based (HUGE cheer for Disney for NOT outsourcing!)

Just to be sure she got the info right, take a moment on monday and call back to verify everything. Hopefully you'll have a good experience.

 

[ree123]

I'm sorry you ran into a new CM or one who was having an off day. I run into these type folk all the time in my job as they've outsourced our support department to overseas.

What I've found, to make life easier for myself and them is to either explain that I'll need to call back as we're having trouble communicating and then do so, or ask for a US based customer service employee. In the case of Disney, however, I believe they're all US based (HUGE cheer for Disney for NOT outsourcing!)

It never occured to me to just end the call and call back...looking back , I really wish I did because Ill need to follow up to make sure she got the info correct anyways. And , Thank-You Disney for keeping the customer service in the USA!

 

[Micca]

That's some pretty disappointing customer service. Ineptitude is one thing, but there's no excuse for being rude. I hope it goes better if you call to complain.

 

[Jillian]

I have to agree - the MS reps I've worked with have been horrible. Just horrible. The thing that ticks me off to no end is when I ask my question - lets say "can I get a refund on MVMCP?" and the MS rep says "generally no, but let's check it out". Go through the member number, address, last four of social, a quiz on American history and then she simply says "no". Really? For crying out loud you knew this. This is only one example. I know she's probably just making sure I'm a member before she wastes her time to answer my questions - but come on. Would it pain MS to provide basic customer service?

 

[disneynutz]

You should always respond at the beginning of the call that you want to do the survey. (I think that it offers you the survey even if you don't say that you want to do it). After the survey it asks if you want a supervisor call back and you can leave your info. Requesting a call back makes it easier for the supervisor to find the recording of the call.

Another thing that you could have done is ask the CM to transfer you to a Team Lead. Once connected, you could have completed your business and referred the original CM for some additional training.

Bill

 

[Brian Noble]

I honestly think she couldnt hear well, or had her earpiece in wrong

Every once in a while, I get someone on the phone who clearly is not up to snuff. I usually hang up...("Sorry, one of my kids is crying. I'll have to call you back.")...and then call back assuming I'll get someone else.

In the OP's case, if that rep is as bad as it sounds like she was, her calls-per-hour will be through the floor and she'll be fired sooner rather than later with or without a formal complaint form the OP.

 

[ree123]

You should always respond at the beginning of the call that you want to do the survey. (I think that it offers you the survey even if you don't say that you want to do it). After the survey it asks if you want a supervisor call back and you can leave your info. Requesting a call back makes it easier for the supervisor to find the recording of the call.

Another thing that you could have done is ask the CM to transfer you to a Team Lead. Once connected, you could have completed your business and referred the original CM for some additional training.

Bill

Bill- She told me to have a nice evening and hung up on me. I shoulda pressed at the beginning of the call, but , even so, the CM abruptly ended the call before I could do or say anything. Tmro, I will ask for a supervisor , and hopefully all calls are recorded and/or monitored. I do know if that call is observed by supervisor, they will be as shocked and disappointed as I was.

 

[bakerworld]

I use the request form on the DVC member site - works like a charm

 

[Sammie]

Sammie, are you telling me she was correct when she stated that I can only give one request?

You can list as many as you want but she might have been told to take only one. There is no way to know. Just because others have stated they have given more than one request, does not mean more than one request was noted.

I just don't let phone calls with MS get to me, you stated you were pretty laid back and patient and I personally do not see anything said as enough to let it warrant more than a passing comment to whoever I live with and definitely not worth a follow up call or letter.

To me, it would have gone like this, Hang up phone, turn to spouse and say, "Gee someone at MS was having a bad day".

"Guess I will call back tomorrow and make sure my requests were noted".

It would have been nothing more than that to me, just my opinion. I guess we have different interpretations of laid back and patient.

 

[sznk]

You can list as many as you want but she might have been told to take only one. There is no way to know. Just because others have stated they have given more than one request, does not mean more than one request was noted.

I just don't let phone calls with MS get to me, you stated you were pretty laid back and patient and I personally do not see anything said as enough to let it warrant more than a passing comment to whoever I live with and definitely not worth a follow up call or letter.

To me, it would have gone like this, Hang up phone, turn to spouse and say, "Gee someone at MS was having a bad day".

"Guess I will call back tomorrow and make sure my requests were noted".

It would have been nothing more than that to me, just my opinion. I guess we have different interpretations of laid back and patient.

big difference between being laid back & patient, and taking abuse & misteatment. imo, the latter is what that CM was dishing out.

 

[ree123]

You can list as many as you want but she might have been told to take only one. There is no way to know. Just because others have stated they have given more than one request, does not mean more than one request was noted.

I just don't let phone calls with MS get to me, you stated you were pretty laid back and patient and I personally do not see anything said as enough to let it warrant more than a passing comment to whoever I live with and definitely not worth a follow up call or letter.

To me, it would have gone like this, Hang up phone, turn to spouse and say, "Gee someone at MS was having a bad day".

"Guess I will call back tomorrow and make sure my requests were noted".

It would have been nothing more than that to me, just my opinion. I guess we have different interpretations of laid back and patient.

Well, me must have different opinions on that one. What are you saying-that I behaved impatiently and out of line? But, and I think a few other dis posters agree, this woman from MS was awful and I could have lost my patience while on the call but didnt.
I posted here on my experience, thinking I could get some insight and chat about my DVC MS call.I want to hear other DIS posts , good and bad experiences. Not to be called out on my character. Everyone in this thread has been very helpful and have some great ideas. Also, letting me know that my opinion that the MS was not up to par. All people, laid back or not , should be treated kindly and with respect when they call MS. Theres a difference between having a 'bad day" and being unpleasant and nasty. Especially in the "Happiest Place on Earth". That doesnt give someone a pass . Some people are "Disney Dillusional"- they think Disney can do NO wrong and when they do, its STILL never Disneys fault...