Shocked at the Rudeness

[fairycat]

So I was one of many who booked on the last day of the January sale to find out of course days last I could have saved a couple hundred pounds, in the flash sale. So I called and was shocked at how rude the customer service person was at the WDW call center. I understand they couldn't help us but she was raising her voice, complaining about other customers and cutting me off. I wrote to complain to the online customer service and they basically told me too bad

Honestly after going to Disney parks my whole life I am shocked they care so little these days about some of their customer service. Honestly it is effecting the way I feel about our current trip a bit, and makes me not want to book again. Has the customer service gone down or is it a rash of bad CS people?

 

[Carrie_Cat]

Hello

Did you ask to speak to a manager ? When you say WDW call center does that mean you called the US.

I'm asking as I never speak to the CS in English only in French so I don't know where they are based.

I've never had any pbs with anybody on the phone (face to face has been different) but I've read several reports of people have of service with American English speakers when calling DLP

I don't know who you sent a mail to but dlp.guest.communication@disney.com is a good one. Their phone number is 00 33 1 60 30 60 53

 

[fairycat]

I'm in the UK and they sent my call to the WDW call center, probably because I don't speak French The supervisor was who I actually had issues with. And that was email I sent my email too. They cared more about reminding me they wouldn't change my reservation (something I was no longer asking to do) and less about how rude the suervisor was. That's why I was frustrated, I didn't ask for anything, just wanted them to know I was not happy and that the CS lady needed a chat about her manners.

 

[Carrie_Cat]

In that case I'd be sending a mail to an adresse in the WDW call center as they might take it more seriously. For afaik CS is a big thing in the US.

If they are based over there even if they are looking after DLP their training etc must be done over there and somebody in training should be made away of these issues

It's even worse if it was a supervisor

Don't let it affect your holiday

 

[Ware Bears]

Don't let it affect your holiday

I agree it shouldn't have happened and you should complain, but don't let it spoil your trip.

Sometimes people manage to take advantage of better offers by upgrading the hotel or adding something to their package ie dining so not sure whether you want to try this but it does seem to rather depend on the CM whether you'll be lucky or not.

 

[DLPDreams]

Was it definitely WDW? I ask because I rang up CS in January and got an American CM - I think he was working in the UK though as he told me he has worked only purely UK bookings for the last year or so? I don't think he was in the US though?

I too found him rude, very brash and I felt pressured to make a booking as he was imo scaremongering about the possibility of our trip being so busy we wouldn't get a room in a Disney hotel (we are going at June half term when really only the English & Welsh kids are off school ). He tried to tell me that the French & Spanish were off around that time - they are not, and I knew it, when I mentioned I had looked into it, he got quite bolshy as I believe, he realised, I knew he wasn't being unethical.

I didn't complain at the time (although did come on here and post about it). He too was complaining about other customers - basically it was because they had pulled the 30% off offer on one of the hotels, and replaced with no discount at all (not a tiered one). He said that I had been his 3rd call that morning and he "didn't think I would be his last" and that he got calls like that all the time, but if I wanted to take advantage of offers, I had to book when they were there - talk about stating the obvious . I had a very genuine reason for not booking (and quite a serious one) so literally his heart must have been made of lead!!

As Diane says, DLRP these days seems to be all about who you get on the line which is totally wrong. To me CS at Disney should be top rate - it seems anything but these days.

On a personal note, I really hope our upcoming trip is 100% OK. The first trip we had an amazing time, the second we had a few issues at the DLH which I didn't complain about (when you are only there a few days you don't bother unless it is something major), but this time, after reading some of the comments on here recently about some of the CMs I would complain. Unless more people do complain the attitudes will not improve . So, good for you for complaining - you like to think, eventually the message will sink in!

 

[fairycat]

Was it definitely WDW? I ask because I rang up CS in January and got an American CM - I think he was working in the UK though as he told me he has worked only purely UK bookings for the last year or so? I don't think he was in the US though?

I too found him rude, very brash and I felt pressured to make a booking as he was imo scaremongering about the possibility of our trip being so busy we wouldn't get a room in a Disney hotel (we are going at June half term when really only the English & Welsh kids are off school ). He tried to tell me that the French & Spanish were off around that time - they are not, and I knew it, when I mentioned I had looked into it, he got quite bolshy as I believe, he realised, I knew he wasn't being unethical.

I didn't complain at the time (although did come on here and post about it). He too was complaining about other customers - basically it was because they had pulled the 30% off offer on one of the hotels, and replaced with no discount at all (not a tiered one). He said that I had been his 3rd call that morning and he "didn't think I would be his last" and that he got calls like that all the time, but if I wanted to take advantage of offers, I had to book when they were there - talk about stating the obvious . I had a very genuine reason for not booking (and quite a serious one) so literally his heart must have been made of lead!!

As Diane says, DLRP these days seems to be all about who you get on the line which is totally wrong. To me CS at Disney should be top rate - it seems anything but these days.

On a personal note, I really hope our upcoming trip is 100% OK. The first trip we had an amazing time, the second we had a few issues at the DLH which I didn't complain about (when you are only there a few days you don't bother unless it is something major), but this time, after reading some of the comments on here recently about some of the CMs I would complain. Unless more people do complain the attitudes will not improve . So, good for you for complaining - you like to think, eventually the message will sink in!

To the bolded this is almost exactly what the lady was saying to me! Basically every one is bummed so join the crowd. She said it multiple times, and it really bothered me. I mean when I worked CS, if that many people were complaining we would do something, I mean at that point you are just creating Ex-customers.

I only know it was the WDW call centere because at one point it came up, I don't remember why, but one of both of the people I talked to said, they were in Florida.

I am going to try getting a hold of WDW, and complaining. I think it's the fact that for all the people who complain I bet a ton of others don't and let me tell you, if my early call was ruining her day that much, I can't imagine what all the other customers had to deal with. I spend a lot with Disney, I expect better

I will end up having a great time I am sure, but where it might get tough is when or if I book again Well there is always Disneyland CA!

 

[DLPDreams]

Hmm, funny how it was the same thing. To give them their credit, they probably do get sick of people ringing saying 'this offer has ended and I was just about to book' etc but in that line of work it must come up all the time. There are polite ways to deal with it/let people down....

I only hope if I have to call again (I still need to make my hotel booking but might do it online), then I get someone a bit friendlier

 

[jennytablina]

Just to counter a little, we had a nice experience with a CM at the same call center (I believe anyway)

We called this week to book Disney Express for the April trip and the CM we had was lovely, sorted out the business. Explained the long wait (apparently last week the call centers were pretty much hammered with bookings for DLRP and WDW! I guess a lot of people still call instead of using the website to book...) and had a chat about the parks with my dad while the whole thing was being booked. She even took down some details, and apparently flagged us up for a potential upgrade due to being frequent visitors, though she said that was largely dependant on if there are any spare rooms when we go. She also told my dad the Sequoia (where we are staying next trip) is near to finished with the refurb : )

On the subject of Flash sales and any extensions, bear in mind the CM you talk to on the phone likely doesn't have a lot of room to budge post-sale. I work in retail and any discounts/offers we make are something only head-office can deal with, we have no say in the deals duration and I know I can't accept an out of date voucher or give a customer a certain offer if it's simply not in the system anymore. Maybe some senior CM's can budge prices or talk on your behalf to a higher up, but in my experience, once an offer is gone, it's gone. Yes there are nicer ways to say it (I always apologise and suggest waiting a few weeks if it's a recurring offer) - but I can also sympathise that it must be hard discussing that same thing over and over, and dealing with the responses that can generate.

These offers are generally done by date and spaces, and if or when those spaces are filled or management says that's enough. The CM has no say in that, and if the system isn't letting them offer something then they can't really do much.

That said it never ever hurts to complain, we had a lot of grievances with our first DLP trip and had no qualms telling them what we thought. Some issues wont really result in much for the consumer, specially not till your there anyway. But the complaint likely will be logged, and if they get enough of them about a certain individual, they will be pulled up for it.