Reply from WDW Guest Communications

[Jennasis]

Yes, feedback is useful.
But what is feedback ? Feedback is "I liked/didn't like it because this and that" "I wish this and that were different, made another way ..." and so on

Feedback is not "I spent a hundred grands, and I'm not returning, you'll never get my money, never, ever again " ( you can accept that from a toddler, not from a grown up )

this !

and businesses do not listen to threats. Threatening to take your business away only works if your among the top customers. Now OP, you're one in tens of millions and probably not in the top spenders by far.

When people really want to resign/quit/walk away they vote with their feet and just walk away

usually, when someones threatens to go away, it's because they expect to be called and offered ... a PIN or a discount for example for an upcoming stay.

You'll notice that people will also do that on forums "Oh, I'll never post here again ..." usually this is only designed to get support messages in return.

If the food at a restaurant is bad, you just don't go there anymore, you don't drive 50 miles to go tell it in the cook's face before driving the 50 miles back to eat at the McDonald's down the road.

just sayin'.

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.

 

[WillAustin]

About a year later, we got another letter for Norwegian, this time with a $1,000 ship board credit, and huge discounts on cabins. It was asking us to give them one more try. We didn't, but the gesture was there.

Now, while Disney is a completely different animal from Norwegian, it does happen.

A smart company will make an effort to earn your business back if possible.

 

[AmyB2006]

For the record, I agree with you. I did not find the response to be inadequate or inappropriate as long as it was sincere. Disney has responded by saying that it is taking customer comments seriously and that it is testing and adjusting the new offering. As long as they do take the criticisms seriously and do not simply toss them in the circular file, no one can really ask for anything more. I guess the last line of the reply did cause some concern over its sincerity as it seemed too canned. Perhaps it would have been better to acknowledge the ultimate point made by the OP and say something like: "hopefully when the new system is fully operational, you will again find the value in a Disney vacation such that we can entertain you and your family once again!"

ITA, that would have been a better ending to the response than the one they got.

 

[dwheaton]

Most people don't spend hours on a forum like this researching their vacation. Everyone else I know that has gone to WDW just booked the trip with a travel agent who IMO knew not much about WDW. They just show up and its crazy crowded and the lines for the main attractions are crazy long. The leave saying happy we tried it once but to crowded and the lines are too long for the good stuff we won't be going back. Most of those people also would not be getting out of bed at 6am to do rope drop or running around from one end of the park to the other to get a FP.

They want to sleep in on their vacation, they want convience, they want structured plans, and they want to ride all the headliners without waiting in a long line or running around to get FP. They want to be able to show up at DHS at 3pm and ride TSM. WDW is going to get the most money/profit from the upper middle class people and this is what they want. I realise this doesn't sit well with some people, but it's reality. We had our 5th Dec. Orlando vacation in 6 years this past Dec. FP+, MB's and MDE doubled the enjoyment and relaxation for us over the previous trip.

My opinion or how I enjoy my vacation is no more valid than yours, however I firmly believe this is where the money is for WDW and they have made a decision to go after it. The couple hundred complainers on DIS are in the minority and these threads are getting tiresome for everyone here.

Obviously, most visitors don't spend time on a forum like the DIS. I've given advice to plenty of friends and family on their Disney trips, and I understand that it's much different to visit without being an excessive planner (I am guilty as charged in that respect).

However, the big question is whether FP+ really will do what it claims to do. If the FP line will function like it did in the past (or even better) in terms of wait time and anyone can book their three rides easily and without confusion, then maybe it can lead to an improvement in the guest experience. I hope that's the case. The last thing I want is for the experience to be worse for guests, new or repeat.

At this point during the test phase, it doesn't seem to be there for many guests. Yes, my understanding is anecdotal and does not apply to all visits. Plenty are still having a great time. However, the current evidence suggests that FP+ is not functioning like it should. I really hope that it gets there, but there are a lot of hurdles to pass.

 

[saskdw]

It's pretty obvious to anyone who is paying attention that WDW is getting more complaints now than before. Whether that matters or not is certainly Disney's choice to make, but they aren't going unnoticed. I still expect major changes will come for FP+. I keep coming back the boards to see if the changes have happened yet.

I doubt that. A company the size of WDW is flooded with complaints like this all the time. It's nothing new.

 

[lurkernj]

Yes, feedback is useful.



If the food at a restaurant is bad, you just don't go there anymore, you don't drive 50 miles to go tell it in the cook's face before driving the 50 miles back to eat at the McDonald's down the road.

just sayin'.

If the food in the restaurant is bad I will either speak to a manager or post a review on yelp, and also probably not go there anymore. I wouldn't just go to McDonald's and not say anything. I think feedback is useful. If there is none, the thought is that everyone is happy. If the same complaint is received consistantly, maybe the company/restaurant thinks about a change(or on the flip side if many compliments are received, they know they are doing something right).

 

[sonofanarchy]

and businesses do not listen to threats. Threatening to take your business away only works if your among the top customers. Now OP, you're one in tens of millions and probably not in the top spenders by far.

A.How do you know?
B.Why does it matter?

When people really want to resign/quit/walk away they vote with their feet and just walk away.

The point is, the OP doesn't want to walk away. That's the whole purpose of sending the email.

usually, when someone threatens to go away, it's because they expect to be called and offered ... a PIN or a discount for example for an upcoming stay.

Maybe that's what you do. I sent an email voicing my concerns, and I don't expect anything from Disney.

If the food at a restaurant is bad, you just don't go there anymore, you don't drive 50 miles to go tell it in the cook's face before driving the 50 miles back to eat at the McDonald's down the road.

No, but if you don't tell them the food is bad, how are they supposed to know?

 

[MrsDuck]

What did you expect them to say? They don't NEED your business.

 

[WillAustin]

I doubt that. A company the size of WDW is flooded with complaints like this all the time. It's nothing new.

If you've seen the WDW facebook page lately, you'd definitely know it was different than business as usual.

 

[sonofanarchy]

I doubt that. A company the size of WDW is flooded with complaints like this all the time. It's nothing new.

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.

 

[AmyB2006]

I somewhat disagree. Several years ago, I had a terrible experience on Norwegian Cruise Line. When we got home, we wrote a detailed letter. At the end, we did say that we didn't see ourselves cruising with Norwegian ever again, and wouldn't in good conscience, recommend them to others.

That right there, though, is the difference between your situation and the OP's situation.

They didn't experience anything for themselves, and they didn't write a detailed letter.

IF they had a bad experience with FP+ and/or MM+, AND they wrote a detailed letter, I'm sure the response would have been much different.

 

[sonofanarchy]

What did you expect them to say? They don't NEED your business.

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.

 

[faneuil]

They want to sleep in on their vacation, they want convience, they want structured plans, and they want to ride all the headliners without waiting in a long line or running around to get FP. They want to be able to show up at DHS at 3pm and ride TSM. WDW is going to get the most money/profit from the upper middle class people and this is what they want. I realise this doesn't sit well with some people, but it's reality. We had our 5th Dec. Orlando vacation in 6 years this past Dec. FP+, MB's and MDE doubled the enjoyment and relaxation for us over the previous trip.

I know you're speaking in generalizations, but I don't like to sleep in at Disney. I love opening. It's the best part of the day for me.
I don't want structured plans. I don't mind lines (I waited 3 hours for TofT back in the mid-90s), and I by 3pm, I'm walking out - unless I have dinner plans.

However, I do see that as the perk of FP+, once the kinks are worked out. Those of us who love 8am in the parks will get those times. THose that love 3pm in the parks get what they want.

I see it sort of like scheduling classes at a college. You have the early morning, which isn't super popular, you have night - which can or cannot be, and you have mid day, which most people want. That'll be the trick for Disney. Finding that right balance based on popularity of time - which I'm sure varies from park to park, day to day, month to month.

 

[WillAustin]

What did you expect them to say? They don't NEED your business.

I'm sure that's what they teach at the Disney Institute.

Here's their blog about repeat customers: http://disneyinstitute.com/blog/2014/03/beyond-repeat-customers-building-brand-attachment/245

 

[AmyB2006]

The point is, the OP doesn't want to walk away. That's the whole purpose of sending the email.

But they didn't say that. They just complained, and then stated they weren't going to return. I get that's the point of the email, but you have to clearly state what you want in a complaint email of this type.

State the problem
State why you're upset
State what you want or expect to be done in return

 

[JimmyV]

Most people don't spend hours on a forum like this researching their vacation. Everyone else I know that has gone to WDW just booked the trip with a travel agent who IMO knew not much about WDW. They just show up and its crazy crowded and the lines for the main attractions are crazy long. The leave saying happy we tried it once but to crowded and the lines are too long for the good stuff we won't be going back. Most of those people also would not be getting out of bed at 6am to do rope drop or running around from one end of the park to the other to get a FP.

They want to sleep in on their vacation, they want convience, they want structured plans, and they want to ride all the headliners without waiting in a long line or running around to get FP. They want to be able to show up at DHS at 3pm and ride TSM. WDW is going to get the most money/profit from the upper middle class people and this is what they want. I realise this doesn't sit well with some people, but it's reality. We had our 5th Dec. Orlando vacation in 6 years this past Dec. FP+, MB's and MDE doubled the enjoyment and relaxation for us over the previous trip.

My opinion or how I enjoy my vacation is no more valid than yours, however I firmly believe this is where the money is for WDW and they have made a decision to go after it. The couple hundred complainers on DIS are in the minority and these threads are getting tiresome for everyone here.

1. You lose credibility when you write in terms of "most people" and "they". There is no support for any of this, except if those terms refer to "everyone else I know", at which point, that sample set is so small as to be irrelevant.

2. To the extent that any of what you posted is true, the new system does not accomplish a third of what "most people" and "they" want. If people hated the old system because it resulted in waiting in too many lines, then how will "they" enjoy a day at Epcot now? With the new system, you are guaranteed at least one god-awful long line at a headliner in a SB line that moves more slowly than ever before. At least before, one could get a FP for both Test Track and Soarin'. I don't think it is fair to say that "most people" hated doing that. To the contrary, "most people" will hate the SB line that they are now forced into.

3. It is not just a couple of hundred complainers on this Board who are unhappy. People seem to think that of the 70,000 people who were in the Magic Kingdom on President's Day, the only ones who hated waiting in hour long kiosk lines, 90 minute Standby Lines and 25 minute Fast Pass return lines were the dozen Dis'ers who were there that day. I can tell you that not a single person who waited in an hour long kiosk line that weekend enjoyed it, be they Dis Board participant or not. The people here are a subset of Disney guests, but they are by no means "outliers". They represent some of the most loyal-to-the-brand people on the planet. And if they find fault with Disney, then it is fair to assume that the general public is finding the flaws too.

 

[Marionnette]

Multiple DISers have reported contacting Disney with opinions on FP+ and getting personal phone calls in response to their letter. I am one of those DISers. When I first sent in my e-mail, I got a canned letter, but about 2-3 weeks later, I received a phone call specifically to follow up on my e-mail. I spent about 20 mins talking to the CM about my concerns.

In my original letter, I also emphasized how often we have gone to Disney and how Disney has played an important part in many family milestones for us, and how we want that to continue as our daughter grows up, but depending on how this entire situation plays out, we may have to change our plans. I don't think that is in any way saying "do you know who i am" as a PP implied. I think it's valuable to reading the letter and understanding how important Disney has been to a person to understand that it is not a decision or a concern that the person is voicing lightly.

OP - I originally got a canned response as well. I hope you get a follow up communication to your e-mail.

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.

 

[TLSnell1981]

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

 

[chmurf]

sorry, but needed to answer

A.How do you know?
B.Why does it matter?

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.

 

[flutterby3744]

That right there, though, is the difference between your situation and the OP's situation.

They didn't experience anything for themselves, and they didn't write a detailed letter.

IF they had a bad experience with FP+ and/or MM+, AND they wrote a detailed letter, I'm sure the response would have been much different.

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!!!