Reply from WDW Guest Communications

[leebee]

Not from an individual who uses a line such as that....and what did you expect from them...an apology....it is a business...your dollars will be easily replaces by a dozens other families...spending just as much, if not more.

So instead you should just be a doormat? Businesses that pride themselves on customer service WANT to hear from their disgruntled customers. If you order a meal in a restaurant and it's not served as described/ordered, do you just say, "Oh well" and eat it anyway?

 

[dkrauss]

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.

Exactly!! Disney's response may be a canned response, and completly unsatisfying but what really did you expect?

The only way to impact the whole My Magic+/FP+ issue is for it to impact Disney's bottom line. Frankly, I don't see that happening in the near term, or ever really. I would bet that the My Magic+/FP+ kinks will get worked out, people will get accustom to it.......and that will be that.

The person who started the thread has stated their point and made thier decision...........thats your right. You've made your choice and so has Disney......... they noted your complaint.

Also keep in mind as others have said here or may have said here.......the folks who read these boards is a small fraction of the folks who visit Disney. Yes we're the most fervent fans but unless you are gonna to impact Disney's bottom line with "Billions" of lost revenue...........don't expect much of a response.

But saying that if you don't like something..........you should tell them......but you shouldn't expect, in regards to this subject, much of anything in return. All you can do really is what you're doing (the thread starter)........ take your busniess elsewhere.

Doug

 

[fbb]

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!

Very seriously, if there isn't a special bucket of 'promotional offers' pushed to people that choose Captain EO FP+, I'll be disappointed.

 

[3Gsandme]

And that's the reason why so many people are upset with Disney right now. That's the attitude they have. That used to be unacceptable.

What should Disney have done/said? OP has said she won't be back. Period. Not, we won't be back until X changes or until we hear Y. She said we're done and we won't recommend house. Short of scrapping the entire FP+ program (they won't) what should Disney say beyond "I'm sorry you feel this way". Because , frankly, I don't know. No suggestions or specifics were given. OP wasn't asking for help or solutions. She said " I used to spend 10k/year and recommend you and now I wont".

I worked retail and customer service for a lot of years. I always wanted to make people happy, but in situations where they were bothered by the intrinsic nature of the business that there was no prayer of changing, I could only apologize and move on. Sometimes there is nothing to be done for a dissatisfied person.

 

[rangebob]

I sent them a similar message about a month ago but having other things in the list as to reasons that I'm dropping my annual pass. I've had it for over 10 years. I haven't even received a response from them about it other than the canned we got your message and will be in contact with you. I was expecting the brush off from them which is exactly what I received from the def ears.

 

[Angel Ariel]

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.

Don't think I said anything along those lines : I didn't defend the op's choice not to return, last I checked. Simply stated you don't have to have been in the parks to experience using the technology.

 

[AmyB2006]

So instead you should just be a doormat? Businesses that pride themselves on customer service WANT to hear from their disgruntled customers. If you order a meal in a restaurant and it's not served as described/ordered, do you just say, "Oh well" and eat it anyway?

But again, ordering and getting a bad meal/service is different than not having experienced FP+ at all and complaining.

And I get you don't have to experience it to know you won't like it. I'm not arguing that.

But knowing that, all I am saying is that I think the OPs letter could have been better written and they probably would have gotten a different response.

The letter is itself is the problem here, NOT the message. And unfortunately for some in the business world, the way a letter is constructed does matter.

 

[3Gsandme]

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.

Likely because the old system benefited the heavy researcher and "uber" tourers and it doesn't anymore. Those are the people to tend to frequent board like this. It's like expecting a board full of craft beer drinkers to be glad that someone changed out all Disney's beer options to Miller Lite. Millions of people love Miller Lite, but if you ask a group of beer afficandos, they'd be upset.

 

[Texas Crude]

I haven't been since the implementation of FP+, But in all honesty and very much looking forward to it. We are planning a trip now for the end of April, and I can already see how much easier it is making our planning process.

I think it will be a huge win for Disney, despite what many posters on this forum think.

 

[pigletgirl]

What were you expecting them to say?? Hoping for compensation??

 

[TooExcitedCantSleep]

More thinly veiled insults. Great.


Additionally, if one is unhappy with a meal at a restaurant there is no need to drive back to yell at the chef when an email to corporate would suffice.

Good grief......you never yell at the chef or anyone who handles your food. I never complain at restaurants.....I just wont go back there....until management changes.

That's an awesome attitude to have!

I can see the commercials now:

Isn't it time you come to the place where dreams come true? And if it's not, screw you. We don't need your business.

Ha Ha!!!! Isn't it time you come to the place where dreams come true? This time if you do plan on visiting Disney World----you better come correct......this is the New Disney.

 

[ssuro11]

I have not used FP+ and all of the new "inhancements" in the park but I am booking everything for this May. I can already say with 100% certainty that this will be my last trip to Disneyworld for a very long time.

Why is that? I have to book dining 180 days plus to get anything good(didnt know we were going until Jan 14 places already full), have to book dining based on what park we will be at, pick FastPass + based on what park(remember cant switch parks) and I have to look at park hours before deciding. I am already tired of messing with it and I am not even at the park yet.

What I will be doing is spending more money at Universal. My planning at Universal for this May consisted of booking a room at Hard Rock Hotel...........thats it. My wife made us go back to Disney this time but wanted Universal for the last part of our vacation as we have more fun there. I was unable to convince my sister to join us on a free vacation at Disney (Grand Floridian!). She is flying out and joining us for Universal and Hard Rock though.

 

[Rip]

how about an analogy that actually plays out in millions of households every year

"We expect you to do the same amount of work, but your deductible, or share of the premium is going to go up on your healthcare."

You going to take your ball and go home over that one too?

LOL. You do realize you're comparing apples to horseshoes, yes?

 

[leebee]

IMO the people who are the most upset about FP plus are the people who "gamed" the old FP system and pulled fastpasses and used them when ever they wanted with no regard to the times on them. I would bet a house payment on this.

Sorry, you lose; send me the check. We NEVER stacked/saved FPs that way. In fact, until our trip last March (trip #24), I was not aware they'd let you do this. We used about 5 FPs a day, in the manner in which they were designed; we returned within the return window to ride the attraction. IF you PM me, I'll send you my address

 

[tina.tina]

Likely because the old system benefited the heavy researcher and "uber" tourers and it doesn't anymore. Those are the people to tend to frequent board like this. It's like expecting a board full of craft beer drinkers to be glad that someone changed out all Disney's beer options to Miller Lite. Millions of people love Miller Lite, but if you ask a group of beer afficandos, they'd be upset.

I haven't read all of this thread but I totally agree with this!

My sister- who has only been to WDW 1 day over 20 years ago- mentioned that she saw a commercial about something new (FP+) and it sounded like a great way to ride the things you want to ride. She was most excited about it because it was FREE! She is thinking about going next year.

 

[Rip]

Sorry, you lose; send me the check. We NEVER stacked/saved FPs that way. In fact, until our trip last March (trip #24), I was not aware they'd let you do this. We used about 5 FPs a day, in the manner in which they were designed; we returned within the return window to ride the attraction. IF you PM me, I'll send you my address

You're wasting your breath if you ever respond to anyone that talks about "gaming" the old system. There is quite literally no way to "game" any system when you are following the policy in place by the owner of that system. Those folks, by and large, are just irked that they didn't know they could have been doing the exact same and maximizing their convenience almost the entire time that the old FP was in place.

 

[JanaDee]

Sorry, you lose; send me the check. We NEVER stacked/saved FPs that way. In fact, until our trip last March (trip #24), I was not aware they'd let you do this. We used about 5 FPs a day, in the manner in which they were designed; we returned within the return window to ride the attraction. IF you PM me, I'll send you my address

She's out quite a few house payments.

 

[Golf4283]

You're wasting your breath if you ever respond to anyone that talks about "gaming" the old system. There is quite literally no way to "game" any system when you are following the policy in place by the owner of that system. Those folks, by and large, are just irked that they didn't know they could have been doing the exact same and maximizing their convenience almost the entire time that the old FP was in place.

You're confusing the letter of the law with the spirit of the law in this instance. The spirit of FP is to use a few a day. The "gamers" used the letter of the law to maximize the amount the could obtain. Understand that I'm in no way saying the gamers of the system were wrong but they definitely took full advantage of the letter of the law in this case.

No one will agree about that topic so I'll just leave my comment at that.

 

[faneuil]

Sorry, you lose; send me the check. We NEVER stacked/saved FPs that way. In fact, until our trip last March (trip #24), I was not aware they'd let you do this. We used about 5 FPs a day, in the manner in which they were designed; we returned within the return window to ride the attraction. IF you PM me, I'll send you my address

Me either. I took advantage and always pulled as many as I could on a day, but I used them all - within their window.

Except for one. I still have a FP- for TofT from December. But I pulled that one specifically as a souvenir because I collect Twilight Zone stuff. I knew the machines were going away.

 

[Shaden]

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!!!

What if I told you to eat Dog Crap on a stick ? Would you take a bite before deciding you didn't like it ... or would you just say you'd pass ? How about testicle, or ovaries, eyeballs, brains ? People eat those all over the world.

I get your point, but there are lots of things people, including yourself, wouldn't try for free, let alone pay thousands of dollars to "try" to see if they liked it. On the other hand, if you will "try anything" then, hey I have a beautiful room upstairs in which you will have the greatest sleep/stay of your life, heck bring the whole family and cram, I mean slide comfortably into this opulent getaway destination. Just $5000, I will be waiting for you to tell me when you expect your arrival.