Rude customer service

[pigget74]

Jusgt got off the phone with disney and all I wanted t o do was check on some prices. I was trying to get a room and ticket price for some friends and then a room only price for me. He just kept wanting to send me to magical gatherings-I said I don't want them. Oh that is the only way we can do this. I said look--they are going for the week we are coming after the cruise, so for part of the week it is not a grand gathering. We already have passes they don't . Fine is what he said--all I can give you is a room price. WHAT??? I guess I will call back and get someone else. Have been on hold twice in the last 30 minutes with them. Got disconnected and then not so helpful guy.

 

[BroadwayGirl]

Jusgt got off the phone with disney and all I wanted t o do was check on some prices. I was trying to get a room and ticket price for some friends and then a room only price for me. He just kept wanting to send me to magical gatherings-I said I don't want them. Oh that is the only way we can do this. I said look--they are going for the week we are coming after the cruise, so for part of the week it is not a grand gathering. We already have passes they don't . Fine is what he said--all I can give you is a room price. WHAT??? I guess I will call back and get someone else. Have been on hold twice in the last 30 minutes with them. Got disconnected and then not so helpful guy.

If you have 8 or more people traveling, then you are a Grand Gathering and the cast member is required to transfer you. Even if your dates only overlap for part of the trip, it is STILL a Grand Gathering and the CM is required to transfer you to the Grand Gathering area. I'm sorry you felt he was rude, but he was only trying to do his job as required by his employer and it sounds like he was trying to explain that to you. If your call was being monitored and he had tried to price something for you, he could have gotten into big trouble for not transferring you. If you have a problem with that policy, I would encourage you to send your constructive comments to Disney's guest communications - if there are enough comments, the procedure may be reviewed and/or changed. Also, you might want to consider using a Travel Agent or pricing online.

 

[all4fun]

Sorry you felt you were treated rudely. I do agree with the pp' though ... you can get pricing online and it might be easier.

Also, I just wanted to put a plug in for Dreams Unlimited travel service. We booked our September trip through them and Ellen, or TA, has been superb.

If you go to their website you can request a price quote and they will email one to you, no pressure, no strings attached.

hth.

 

[seven dwarfs]

Huh? I am a family of eight and I have never been sent to Grand Gathering. I also booked last year with my parents and sister and never was sent to Grand Gathering an that total was 11 people. I would just call back. I have had several run ins with Cms. Some just seem bothered with their job and are just plain rude. I also have had great luck when I have called back. Offering the Grand Gathering is fine but it is not forced. The cm should give a price as requested. Good luck with your call back and getting someone more friendly who is willing to help with prices!

 

[BroadwayGirl]

Offering the Grand Gathering is fine but it is not forced. The cm should give a price as requested. Good luck with your call back and getting someone more friendly who is willing to help with prices!

Since many of my friends work at Disney reservations I can tell you that you are incorrect. If a CM is aware that there are 8 or more people (age 3 or older) traveling together then they are required to transfer your call. Unless you lie, whether specifically or by omission, the CM is not allowed to price anything for you once they hear you have 8 or more. If they open their pricing/booking system instead of transferring you to the right area, they could get in big trouble. Although grand gatherings have been around for a while, this rule became 100% enforced starting in January of this year. I have friends who have received reprimands for not properly transferring a call to the correct area and enough of those reprimands could result in someone losing their job.

Remember, just because we don't like a policy doesn't mean that the policy doesn't exist. Similarly, just because a CM doesn't do what you want, doesn't mean they are being rude - they might simply be following the proper policies for their job.

 

[pigget74]

I know all about grand gatherings and policies, but it seems they pick and choose who they send to it. I have gone on 2 big trips one with 15 and one with 13 also went with a group of 9 and only once was I sent to grand gathering. It is not just with grand gathering he was rude. It was not what he said but how he said it. I understand that I could have gone online--in my experience I have always gotten conflicting prices between online and calling, so since we weren't going to book online I called. In the shceme of things have I met more rude people than him yes, but all the same rude is rude. Yes, I did call back and the next person did help me.

 

[seven dwarfs]

Well, I guess the CM's that have gotten in trouble have been all the ones that helped me. I have never been sent to grand gatherings. And I will say I do not believe that was the Ops problem. I believe this CM was rude about it. Give her a break. I do not think the origianl postasked for people to tell her that her experience wasn't what she thought. I think we can all tell if someone is rude or not. I think sometimes people post to just have a little support. I am not saying what the policy is, I am just saying I have been given many quotes and never been sent to Grand Gatherings. I have had my share of rude CM's. I have also had some great ones. I now know if the CM is rude I kindly let them know that I have to go and I call back.

pigget74: I am glad you were able to get help from another CM. I hope that experience was better and you were able to find the prices you needed.

 

[pigget74]

Thanks for your thoughts. The next CM was more than helpful--very cheery CM.

 

[ilovejack02]

My first trip to WDW is in Jan and I have called several times with questions. I have gotten really great CMs and some really rude ones who seem totally bothered by questions. The last time I had a rude one, I had written down her name from the beginning of the conversation and finally just hung up on her. I called back and got the most AWESOME girl, so helpful and patient. I asked her for the email address to her supervisor so I could let them know what a great job she did. She transferred me to a compliments line where I sang her praises and then let them know how crappy the first CM behaved. Ive been surprised at how many rude CMs ive talked too, but everytime ive called for ADRs for food everyone has been super nice. Go figure.