Reply from WDW Guest Communications

[faneuil]

It's like I tell my 6 year old at dinner everynight...you can't say you don't like (fill in any food here) if you've never tried it.

But if she tries it, she might like it. Then what will she complain about?

 

[richmo]

I haven't read thru all the pages of this, but I wouldn't consider Disney's response inappropriate. At this point, they're going to give you the official company line, which is that FP+ is in testing, and it is. Whether they make changes remains to be seen.

I don't think they're going to take seriously a letter that says we've been hundreds of times, spent $100,000, we had to wait longer than we'd like last time, so we're never coming back. In a nutshell, that's what it said. It's one thing to write a letter of complaint, but it has a better chance of making an impact if the criticism is constructive, or suggests a solution. That letter did neither.

I don't want to take Disney's side completely here, because I do think there are some issues that need to be worked out with the new system. But, I don't see what else they could have said and I don't see what good a letter that is threatening in tone is going to accomplish.

 

[Angel Ariel]

So, you got a canned response just like the OP. I don't see why you have a problem with me pointing out that it wasn't a personalized response. Disney sends out canned responses to emails all of the time. Sometimes there is a follow up phone call. Sometimes there isn't. My point is that one should not be surprised when they receive a canned response, especially when they have not posed a question that necessitates a personal reply.

Your op did not come across as "you shouldn't be surprised you got a canned response so much as it came across as
"You shouldn't expect anything other than a canned response.". That is all I was responding to, pointing out that many people here who have sent in fp+ concerns have actually received more than just the canned response.

If that wasn't how you intended it, I'm sorry...that was how it read to me.

 

[AmyB2006]

I wonder, what's considered a "top spender"? What is the average amount spent, per visit, per year, etc.?

Well for starters I'd say someone who probably stays at a private suite with concierge level service, private tours in every park, possibly even private dinners etc. Someone who could easily spend $100,000 on one trip, not just in the last 10 years. LOL

Or this,

$100,000 in 10 years. $10k/year, that's a lot of money, but that's a drop of rain in the ocean. A Saudi prince who spends $15 million for 3 days in a Disney Resort, that's a top customer.

 

[Jennasis]

sorry, but needed to answer

A. $100,000 in 10 years. $10k/year, that's a lot of money, but that's a drop of rain in the ocean. A Saudi prince who spends $15 million for 3 days in a Disney Resort, that's a top customer.

B. It does because OP made a point that the amount of money they spend did matter as a reason why Disney should listen. OP opened the can of worms.

Are there many Saudi princes visiting each day and dropping $15 mill? Has a Saudi Prince ever dropped $15 mill in 3 days at Disney?

 

[Angel Ariel]

I didn't realize OP didn't experience the changes first hand! If that's the case, then I take it back that I said she had every right to voice an opinion.

It's like I tell my 6 year old at dinner everynight...you can't say you don't like (fill in any food here) if you've never tried it.

Complaining about a new system before you've tried it is about as good as a person I know complaining to Disney and threatening never to go back because they went there in December (between x-mas and NY) and the parks were crowded and it was too cold to swim in the resort pool. Ummmm it's December AND a major holiday week. Duh!!!

You don't have to have been in a wdw park to experience the technical glitches and problems with MDE that the op mentioned in her letter.

 

[hammie59]

I thought there might be some interest in reading the email response that I received from Guest Communications after my email to them a week and a half ago. Here's my email: To Whom It May Concern, We are a family of five who have lived within a few hours of Disney World for the past 10 years. We have very frequently visited the parks, restaurants, and resorts, usually multiple times a year, over that time frame. We have had annual passes on and off and estimate that we have spent approximately $100,000 at Disney World over the past 10 years. I don't wish to type a lengthy email but did want to inform Disney that, because of recent changes, we will not be returning to Disney World and will instead spend our vacation money elsewhere. In short, the FastPass Plus system is driving us and our vacation dollars away. The system too negatively affects our park touring experience. This is in part because we will necessarily be spending more time standing in lines with the new system, but also because we have found that use of Disney's computer technology in terms of the website and apps has been difficult and glitchy. We don't have confidence in a system that places further emphasis on this technology and relies on it for touring the parks. In the past, we have also visited with family and friends and helped numerous families plan trips to Disney World. We thought you might like to know that we are no longer recommending trips to Disney World to our family and friends. Sincerely, **** And here's their reply: Thank you for contacting us regarding the Walt Disney World® Resort. We appreciate you taking the time to share your comments about FastPass+ and the use of the My Disney Experience application. Your feedback is valuable to us, especially during this early roll-out period of MyMagic+. We continue to take Guest input into consideration as we test and adjust this new offering. Ms. ****, we look forward to future opportunities to entertain you and we appreciate your loyalty to the Disney brand. Best Regards, *****

It seems to me that the OP got a canned response from Disney because what else could they really say? She stated her dissatisfaction with the idea of the new system, but no actual problem was reported. It's hard to improve on something if they don't know what's specifically peeving you off. Based on her post, I'm assuming OP didn't experience FP+ first hand yet, which would explain why. I have no problem with telling a company I'm not happy with them, nor do I thinks she's wrong to voice her concern. But Disney isn't gonna do much based on the fact that people are leery. They need real issues to improve on.

Personally, I'm sad legacy is gone cuz I had that down to a science. But my family loves Disney, so we'll go and just try to roll with it next month. Fingers crossed.

 

[faneuil]

Are there many Saudi princes visiting each day and dropping $15 mill? Has a Saudi Prince ever dropped $15 mill in 3 days at Disney?

Yes: http://www.telegraph.co.uk/news/wor...off-part-of-Disneyland-for-private-party.html

at least at Disneyland Paris, but still.

 

[JimmyV]

I didn't realize OP didn't experience the changes first hand! If that's the case, then I take it back that I said she had every right to voice an opinion.

It's like I tell my 6 year old at dinner everynight...you can't say you don't like (fill in any food here) if you've never tried it.

Complaining about a new system before you've tried it is about as good as a person I know complaining to Disney and threatening never to go back because they went there in December (between x-mas and NY) and the parks were crowded and it was too cold to swim in the resort pool. Ummmm it's December AND a major holiday week. Duh!!!

This isn't entirely true. One can complain about a change without experiencing it, and indeed, the threat of a cancelled upcoming trip may be more impactful than telling someone that they already have $100K of your money. For example, you have probably heard by now of Delta's change to its frequent flier program. (Points will be awarded based on money spent instead of miles flown, thus rewarding business travelers who fly on full-fare tickets that their company actually paid for!) I don't need to take another flight on Delta before writing to them telling them just how angry and disappointed I am with this change. I can pretty much figure out whose ox is getting gored here, and I can threaten them with the loss of future business. When three people tell me that the milk is sour, I'm fine throwing it away without tasting it myself.

 

[saskdw]

I beg to differ. I've been on Disney message boards for about 15 years now. I have never seen even remotely close to the amount of complaints and threads on 1 subject as I have on FP+. I think anyone who is being honest will agree to this.

Complaints are up on the message boards, but message boards is a very small sample of the customer base. Also a large % of the message board people enjoy WDW in the same manor so many think alike. I just really believe WDW is going after a different/larger client base who will embrace the new system. Especially once the final plan is all in place (whatever that may be). Time will tell.

 

[WillAustin]

Your op did not come across as "you shouldn't be surprised you got a canned response so much as it came across as "You shouldn't expect anything other than a canned response.". That is all I was responding to, pointing out that many people here who have sent in fp+ concerns have actually received more than just the canned response.

Interesting excerpt from the Disney Institute Blog:

Apologize: Sometimes, this is all the customer is looking for. The power of a sincere apology should never be underestimated. You must take ownership and remember, the manner in which you apologize matters greatly — apologies cannot be scripted.

Even they think it does matter.

 

[Jennasis]

at least at Disneyland Paris, but still.

So NO.

 

[fbb]

Techno-babble nonsense. You are suggesting that in order for Disney to learn of the guest's displeasure with a "system" the disgruntled guests have to first use the system. That is circular logic of the worst order.

Dear fbb,

Thank you for your unnecessary letter. MM+ knew before you did that you would say you weren't coming back. Why do you think we spent billions on it?

It also told us that you will, in fact, come back.

Best to the wife and kids,

Bob

P.S. You wrote the same email in 2008, using the phrase 'scalloped potatoes at Ohana' instead of 'FP+'.

 

[momtobrynncess]

I have read every page of this thread, and I have a few questions. Let me first say that I have not yet had a chance to try the new FP+ system. Last year when we were there they were still in the testing phase, which included three resorts (not mine) during our stay.

I have tried to read as many threads on FP+ as I can, and I'm not sure I have a clear understanding of what is not working. Is it the limitations on numbers of passes you are able to use/reserve? Is it the tiering system? Difficulties rescheduling times? Magic Bands not working at all? I don't understand. I have read of many folks having issues with the bands working sporadically with regard to dining plans, access to rooms, etc.

My question for OP (and I think it has been asked, but not sure it has been answered) is this:

Did you have an expectation when you sent the email? If so, what was your expectation? There is no sarcasm in that question, it is plain and simply a question.

 

[Mousemommy1]

I agree that the original letter did not leave much room for response. It came across as a statement of fact, decision already made. I think Disney responded the only way they could at this time.

In full disclosure, FP+ has no affect on me. We weren't huge FP- users and could really give two flips about FP+ (other than being excited to maybe ride TSMM more than once in a trip )

But, what are the chances that Disney would have responded to this by saying...."YES, Mr/Mrs OP, YOU are absolutely right and because of you, we are going to reverse this entire multi billion process because of your letter"

Obviously, that's not going to happen. However, people who are displeased have the right to express their opinion and even though OP didn't get a personalized response, I do believe that there is and will be a collective review of all feedback by Disney and changes will be made accordingly.

Is FP+ going away? Absolutely not, but I am willing to bet that it's current state will be modified again, and again, and possibly even again.

 

[AmyB2006]

Dear fbb,

Thank you for your unnecessary letter. MM+ knew before you did that you would say you weren't coming back. Why do you think we spent billions on it?

It also told us that you will, in fact, come back.

Best to the wife and kids,

Bob

P.S. You wrote the same email in 2008, using the phrase 'scalloped potatoes at Ohana' instead of 'FP+'.

I'm sorry, but this made me giggle. Scalloped potatoes.

 

[StitchesGr8Fan]

Haven't read all the replies, but wanted to chime in.

I think it's great you have Disney your feedback. They need to hear it.

But what did you expect the result to be? An email back saying "oh crud, you are right, we made a billion dollar mistake, and your email was the one that finally made us see the error of our ways"? Or some sort of incentive to come back like free annual passes or resort stays?

They acknowledged they got your email, and the peon that got it is only authorized to send a form letter back. It's not like your email was so unique that it warranted escalation and a personal response.

 

[TLSnell1981]

Dear fbb,

Thank you for your unnecessary letter. MM+ knew before you did that you would say you weren't coming back. Why do you think we spent billions on it?

It also told us that you will, in fact, come back.

Best to the wife and kids,

Bob

P.S. You wrote the same email in 2008, using the phrase 'scalloped potatoes at Ohana' instead of 'FP+'.

Hmmm...we enjoyed at least 2 TS daily (OOP), spent $$$$'s per trip on souvenirs, sailed DCL concierge...usually a party of seven. We were in the parks 2-3 times a year...usually 7-8 days and also a couple cruises a year. MM+ decided, that I'm not a valuable customer? Huh?

 

[flutterby3744]

You don't have to have been in a wdw park to experience the technical glitches and problems with MDE that the op mentioned in her letter.

No I guess you don't. For example, I was trying to add Magical Express to my reservation online. For whatever reason, the system wouldn't take it. I called. Within 10 minutes the CM had my reservation in, and I had a great conversation with her. Great customer service.

Now I suppose I could have just called to cancel my entire trip because a website wouldn't perform for me (like that's never happened anywhere before, we all know that the internet ALWAYS works perfectly for everyone), but that would just be silly now wouldn't it.

 

[JimmyV]

Dear fbb,

Thank you for your unnecessary letter. MM+ knew before you did that you would say you weren't coming back. Why do you think we spent billions on it?

It also told us that you will, in fact, come back.

Best to the wife and kids,

Bob

P.S. You wrote the same email in 2008, using the phrase 'scalloped potatoes at Ohana' instead of 'FP+'.

The more real world example is:
Our data collection experts have ascertained that you used your three FP+s at Soarin', Spaceship Earth and Captain Eo. We know exactly how long it took you between your first "Mickey tap" and your second at each of these attractions. We have no idea if you road Test Track, and if so, how long you waited in line. We do know that you obtained your FP+s at a kiosk, but we have no idea how long you waited to use the kiosk. We do know that you got into the Fast Pass Return line for Soarin', but we have no idea how long you were in that line before you reached the first Mickey orb, nor do we know if you were in a line that snaked all throughout the buidling. We have absolutely no idea what else you did that day, or if you were satisfied with your visit. However, we do note that you opted for a FP+ for Captain EO, so we can deduce from that that your lack sound judgment and are very easy to please. So, all in all, we assume you had a magical day!