RANT - My Disney Experience website sucks!!

[mieuxmew]

I have an upcoming trip to Disney World in 2 weeks and using the My Disney Experience to schedule this upcoming trip has been worst I've ever encountered compared to other trips! I was hoping this site would get better with time but in my opinion, the glitches seem to be getting worse and more ominous. I have had to place a half dozen calls to Disney's IT the past few weeks.

I have tried accessing the Pass holder site for 3 days now and all I get is a blank page! I have used 2 different laptops (MacBook and Microsoft). I have tried Safari, Firefox, Chrome and Explorer and am unable to get this page to open other than a blank page! Unfortunately many pass holder discounts go thru this link (with the recent price hike, Disney World APs are not inexpensive!). This weekend, I have been trying to purchase La Nouba tickets without any success. I finally found a link to the pass holder discount link on microsoft explorer, but the website states, "This site has encountered an error while processing your request. Please try your request again. If you continue to experience issues please contact customer support for further assistance." I have tried to access this site multiple times over the past 3 days and it has not been fixed. I know I could call on the phone to book the tickets but I prefer to purchase online so I can look at seat map to choose my seats.

This is very frustrating. I am trying hard to give Mickey my money but I am giving up! This website is not a very good customer experience. Disney - if you are reading this PLEASE FIX YOUR WEBSITE!!

 

[soniam]

I kind of think there should be something between the last and middle choices. It's not always bad, but I wouldn't call it OK either. You should write to Guest Services. The more complaints the better. I keep getting surveys asking me about the experience, and I almost always have to say that things didn't work or there was an unexpected problem. Sometimes it does work just fine though.

As for the blank page, I remember reading people complaining about the AP site not working on certain browsers, but it seems you may have covered all of your bases there. Have you tried clearing out the browser cache? I used to get the WPOD (white page of death) accessing MDE using Chrome. The only way to get it working again was to clear out the cache. It's a pain though, because you will probably have to re-enter any passwords, even on other sites.

Good luck. I shouldn't have to say this though

 

[AngiTN]

I will agree with most of everything too.
I have a lot of issues with their website.
The problem is while there have always been bugs they just keep adding features to the website, rather than getting what is there fully operational.
When it does work it is awesome. I love the new feature of being able to change my ADR times.
But that new layer shouldn't have been added until they fixed all the issues that cause you to see the screen that shows Donald had to Duck out Or Stitch Ate the Page
I see both of those pages WAAAAAYYY too much.
They should not be a daily occurrence.

I will say that the AP site has never worked in Chrome. I can only get it to appear in IE.
There are others things here and there that just don't function as well in Chrome as they do in IE.

Another thing that annoys the stew out of me... having to log in 2-3 times per session. Once I log in why on earth can't it retain that?

 

[Roxyfire]

I've had decent luck with it until this past weekend. It asked me to update my profile, then everything that was there was gone. It's like it created a duplicate account that's missing my reservations and everything else. I'm not looking forward to sitting on the phone with IT to get it straightened out. Luckily I have so much time left, but I had intended to put a payment toward my vacation. I guess they don't want their money that badly, do they?

 

[evilqueenmindy]

When the site works, it's great. Unfortunately, it isn't working most of the time.
I needed to renew 2 AP's a couple weeks ago. It took about 45 minutes.
I've developed a level of superstition about the Disney site that is definitely unhealthy. "Well, the page loaded when I started from Google, visited gap.com first AND THEN logged in. . oh, and I had tea on the desk! I should get tea. What sweater was I wearing the day the dining site worked??"

 

[strat68]

Disney web programming has been far less than stellar since the very first day they rolled out a web site.

 

[Dan Murphy]

Disney web programming has been far less than stellar since the very first day they rolled out a web site.

Amen. Probably the worst overall IT for any mega sized company out there.

 

[larryz]

It's all about ROI. Why bother to fix something that clearly hasn't impacted guest attendance?

 

[loves to dive]

I've tried every browser known to man and even handed my laptop to my DH, who is a computer consultant the AP site is down 3/4 of the time. I can almost always get to MDE and can get my resort discounts through there, haven't tried to buy any other tickets with my discount and the day I renewed my AP was a day the site was actually working. You'd think a company that can make Abe Lincoln talk could make a website work. I wort for an IT company and you don't know how many times I've wanted to suggest to the boss that he get in touch about outsourcing programming.

 

[KateP85]

It's all about ROI. Why bother to fix something that clearly hasn't impacted guest attendance?

This.

Guests might be complaining about this over and over, but park attendance is still crazy high and the money is still rolling in. So why fix it?

 

[Ladyfish77]

I'm convinced it also has to do with hiring other country workers for less pay. I'm guessing they don't have the proper training and background in the type of programming needed. Instead of having experts, they have adequate.

 

[AngiTN]

I'm convinced it also has to do with hiring other country workers for less pay. I'm guessing they don't have the proper training and background in the type of programming needed. Instead of having experts, they have adequate.

No, It was all in house when they started and it's been bad from the start.

 

[AngiTN]

It's all about ROI. Why bother to fix something that clearly hasn't impacted guest attendance?

It's never going to impact attendance because no matter how bad it is, it's not going to stop someone from going. Someone isn't going to cancel their trip because the website doesn't work. Well, maybe it stops 1 or 2 but no, never enough to impact park attendance.
I wonder if there are any studies that guestimate the percentage of guests who are at the park on a given day that never even look at the website?

 

[larryz]

I wonder if there are any studies that guestimate the percentage of guests who are at the park on a given day that never even look at the website?

Since they can track who's checking their MDE accounts, that's something that falls into the "don't know what we don't know" category.

People checking their MDE while in the parks can be segregated from those outside the parks -- any GPS-enabled device reports where they're at.

They could just subtract the people on tickets from those on tickets in the parks using their MDE accounts, but that's subject to some error as some of the people in the parks on tickets may not be using their phones -- relying instead on printouts.