*SECOND* UPDATE 3/1 - page 3- So I made complaint, but no response . . .

[WDSearcher]

I too worked in Customer Service--for 13 yrs. Our #1 goal was to respond to clients regardless of what the situation was, w/in 24 hrs of rec'g the card, email, phone call whatever. Even if it was nothing more than "Thank you for your suggestion. We are looking into this and will contact you as quickly as possible."

The OP did say that "... and other than the initial email, have not heard a response", which would indicate that they DID receive an automatic "bounce back" e-mail acknowledging their correspondence.

 

[Lives4Disney]

I emailed about our CR 14th floor stay over Thanksgiving 2004 and just last week out of the blue received an apologetic phone message from a manager. It took about 2 months for a response.

Good luck!! By the time they respond, you probably won't care anymore.....

Lives4Disney

 

[eeyore0062]

I emailed about our CR 14th floor stay over Thanksgiving 2004 and just last week out of the blue received an apologetic phone message from a manager. It took about 2 months for a response.

Good luck!! By the time they respond, you probably won't care anymore.....

Lives4Disney

That is why it is best to take care of any problem while you are still on site.

 

[Lives4Disney]

eeyore0062 - Oh - you can bet I sure did mention the issues while we were there - just needed to let someone in the executive/corporate level know what they were. While the resort compensated us slightly and thought we would go away and shut up about the problems, I thought the uppers needed to know the situation.(ours was a maintenance issue) I felt better for writing the email, anyway. Must be lots of emails coming their way!!

Of course you need to address the problems while onsite, however, sometimes you want to be heard by more than the concierge or front desk.

Lives4Disney

 

[LSUDis]

I sent in a question in early January.....after two weeks with no response, I sent a followup. About a week after the followup, I got a response that said that they had sent an answer earlier and included a copy of it.

I know that I did not receive my answer the first time....I have never lost an email response in the past....never. Also, I check my email several times a day. So, I don't know what was going on with them.

 

[Hippychickali]

I sent in a question in early January.....after two weeks with no response, I sent a followup. About a week after the followup, I got a response that said that they had sent an answer earlier and included a copy of it.

I know that I did not receive my answer the first time....I have never lost an email response in the past....never. Also, I check my email several times a day. So, I don't know what was going on with them.

Is it possible that it went to your junk mail? That's happened to me a couple of times.

Ali

 

[bytheblood]

I had a huge issue with THEFT while I was on the Disney Cruise from a CM at the desk in the lobby/atrium, wrote a really nice professional letter addressing my complaint and it took them almost 2 months to reply. I was told the reason it took so long for them to reply is because they wanted to investigate the situation and respond to me with something more than "we'll look into the situation", which I appreciated.

 

[bytheblood]

The OP did say that "... and other than the initial email, have not heard a response", which would indicate that they DID receive an automatic "bounce back" e-mail acknowledging their correspondence.

Sorry, but that is not an "acceptable reponse", that is an automated response that everybody gets. That just says, "we are too busy to address your question at this time and will get to it when we can." I am in inside sales and have taken many courses on relationship building and never once in any of the 50+ classes that I have taken has there ever been a lesson about "using automated responses to show empathy or concern for your customer."

HOW LAUGHABLE!!!!

 

[WDSearcher]

Sorry, but that is not an "acceptable reponse", that is an automated response that everybody gets.

You must not have understood my response. I was responding directly to someone else who said that the OP should have at least gotten a response, "Even if it was nothing more than 'Thank you for your suggestion. We are looking into this and will contact you as quickly as possible.' " I was letting that poster know that the OP did get a response like that. I wasn't saying that an automated response was acceptable, simply that it had been done.

 

[bytheblood]

You must not have understood my response. I was responding directly to someone else who said that the OP should have at least gotten a response, "Even if it was nothing more than 'Thank you for your suggestion. We are looking into this and will contact you as quickly as possible.' " I was letting that poster know that the OP did get a response like that. I wasn't saying that an automated response was acceptable, simply that it had been done.

Oh, I gotcha. My apologies.

 

[boucheresq]

WDW called me today!!! I spoke to a very nice CM named Lucretia who called to talk to me about the Dining Plan situation - she was very sympathetic to my complaints; and spoke to the managers in each of the restaurants. As a result, she is going to send me and my dh 3 day, ultimate hopper, no expiration passes! So that's 6 days of WDW total! YIPPY! Once again I know why I WDW!!! So please remember that it may take awhile, but WDW does care and will attempt to address the situation. to WDW!

 

[WDSearcher]

I told you that you just had to be patient!

 

[boucheresq]

Well, now I got another call back from Lucretia who told me she couldn't give me the passes and now would send $100 disney dollars instead. She said she was only giving me the passes b/c she thought that we had lost 3 days of our 7 day tickets but didn't know we already bought the "no expiration" option. I had bought the 7 day passes with no expiration b/c I knew I would be going back in October. I told her I was very disappointed and would rather have the additional passes then the disney dollars to go on another trip. She said she would get back to me.

 

[mamapajama]

Well, now I got another call back from Lucretia who told me she couldn't give me the passes and now would send $100 disney dollars instead. She said she was only giving me the passes b/c she thought that we had lost 3 days of our 7 day tickets but didn't know we already bought the "no expiration" option. I had bought the 7 day passes with no expiration b/c I knew I would be going back in October. I told her I was very disappointed and would rather have the additional passes then the disney dollars to go on another trip. She said she would get back to me.

Wow that's messed up. They shouldn't call you with an offer & then call you back & say "oh, well, never mind" Whatever they were going to give you should have been well thought out before they offered to you. What kind of c@#p is that?

Elise

 

[Tiggerlover91]

Well, now I got another call back from Lucretia who told me she couldn't give me the passes and now would send $100 disney dollars instead. She said she was only giving me the passes b/c she thought that we had lost 3 days of our 7 day tickets but didn't know we already bought the "no expiration" option. I had bought the 7 day passes with no expiration b/c I knew I would be going back in October. I told her I was very disappointed and would rather have the additional passes then the disney dollars to go on another trip. She said she would get back to me.

 

[crazee4mickey]

Okay,somebody help me.... I must have missed something here?
Sorry but I must not have gotten the entire story...is it that you were unhappy with the dining plan, or is there more on another thread that I missed?
They offered you and DH a 3 day ultimate pass to WDW because you didn't like the new dining plan? But now she has phoned back and offered $100 Disney dollars instead---
I'm not meaning to be rude, I just don't understand what happened for them to be offering so much....I must have missed something along the way!

 

[gigi1313]

it's suggested that you read the original problem on the restaurant board under "why i hate the disney dining plan" or a thread w/a similar title (back on page one is where i found this info)

:ff to read the original thread now 'cause i, too, am confused!::

 

[boucheresq]

sorry, I had two threads going - there is another thread by me on the restaurant board about hating the dining plan - there were a lot of snafus that should be have been remedied before they offered the plan.

Anyhoo, I got another call back from Lucretia and she agreed to give her first offer of the 3 day ultimate hopper passes with no expiration for 2 - back to 6 days of free disney! I'm very happy. I'll let you know when I get them!