So disappointed at Disney

[Ceila]

Do the CMs not have the ability to say "let me see what I can find out"?

To just say "I don't know what to tell you" doesn't seem to be good customer service.

Calling back isn't a problem but they should have, at least been able to tell her an approximate day of when to call back. And if they didn't know, find out.

CMs may very well know that they don't have details and don't have a date when the info will be released. Why is that so hard to believe?

 

[jrmasm]

I had hoped that the FP+ fiascoes would be fixed by now. Not true?

Trip in August with no issues.

 

[Sparkly]

No issues in March either. Only issue was due to our travel agent messing our reservation up, not Disney.

 

[DisneyBabies]

Honestly, I'm surprised they didn't do that already. It would require a pretty substantial makeover though. Rose Petal really is the star of that show and it's a lot more than just a tea party. There are songs and storytelling. It could be fun with a Frozen theme. I know it's been in its current state for a long time. We did it for the first time in 2008. We had friends do it in 2007.

But if they do this, I insist we get the Anna and Elsa hairdo's at the BBB!

 

[LAB81018]

Do the CMs not have the ability to say "let me see what I can find out"?

To just say "I don't know what to tell you" doesn't seem to be good customer service.

Calling back isn't a problem but they should have, at least been able to tell her an approximate day of when to call back. And if they didn't know, find out.

Yes they probably do have the ability to say "let me see what I can find out"

But if they have already found out from food service management that those dates are still being looked at and management doesn't know when a decision will be made, "I don't know what to tell you" is a valid answer for both questions. It isn't the one you want to hear, but it still is the valid answer at the moment.

 

[luvsJack]

CMs may very well know that they don't have details and don't have a date when the info will be released. Why is that so hard to believe?

And there couldn't possibly be anyone else to ask or at least make an effort to ask. All I am saying is that when you call someone like, oh say, your cable company and you want to know when you can upgrade to more channels, they don't say "no idea, sorry". They may not know but they at least say "let me check on that" or people would be blasting them about having bad customer service. But for some reason we accept it because its Disney.

Its not hard to believe that the person that answers the phone doesn't know, but it is hard to believe that no manager or anyone higher up than the person that answers the phone knows something that can be told to people who are calling.

 

[luvsJack]

Yes they probably do have the ability to say "let me see what I can find out"

But if they have already found out from food service management that those dates are still being looked at and management doesn't know when a decision will be made, "I don't know what to tell you" is a valid answer for both questions. It isn't the one you want to hear, but it still is the valid answer at the moment.

Not really, not from a customer service pov. You don't have to give the exact answers. I don't expect someone to pull an answer out of the air. But surely there is something they can tell people so they don't call back every single day waiting for word. Most businesses would be able to at least say that the dates and times have not been set in stone at this time, but a decision is expected to be made by such and such date.

Why is everyone always so quick to assume that anyone calling Disney about anything could not be possible having the misfortune of talking to someone that just doesn't want to be bothered? Do we really believe that those kind of people do not exist at Disney?

Anyway, its not that big of deal and the OP will carry on with her trip and her planning and have a wonderful time with her grandchild without this ridiculously priced tea party. And when they do get the answers, it will fill up and Disney will be happy and the OP will be happy and all will be well.

 

[Angelrose]

As I have stated before. The fact is that the dates for the Princess tea states BOTH on the website and from Calling MYTEA gave the same answer. "It should be available, but it isn't"

As for my daughter in law acting more grownup? She has a high stress job, two children and a husband to look after. She doesn't need more stress from trying to book a simple reservation. We expected more from Disney. That was the disappointment. Like I said, nothing earth shattering. We will have a wonderful vacation and will continue to have more wonderful vacations at Disney.

I am glad to hear that most of the problems with the FP seem to have been fixed. We did have problems two years ago with the hand held but not from the kiosks.

 

[McCrae]

Where exactly do you read in that post that her dil is not acting like an adult?

Someone at the business she contacted should have taken some intiatve and tried to find the information she needed or at least some kind of info. "Its not yet available, call back on xxxx" would be information.

We would expect that from any other company, why not Disney?

She didn't say she was going to sue or start a protest, she just said she was disappointed. I really don't see the overreaction.

Did you miss the bit in the OP about cancelling the rest of the events planned?

 

[Angelrose]

No we are not cancelling anything but the Princess Tea. All the other things are still being planned or have been planned. We have the BBB planned and also the Pirate League. We have a couple of dinners at Boma planned. We are also planning on going back in October for the Food and Wine festival and going to the MNSSHP. After that we are also planning on going in December to enjoy all the Christmas decorations and the party and parade. We are getting AP this year. So we have a lot to look forward to in 2016.

I don't know how this thread got so weird. All I said was that we were disappointed in one particular event.

 

[Ceila]

And there couldn't possibly be anyone else to ask or at least make an effort to ask. All I am saying is that when you call someone like, oh say, your cable company and you want to know when you can upgrade to more channels, they don't say "no idea, sorry". They may not know but they at least say "let me check on that" or people would be blasting them about having bad customer service. But for some reason we accept it because its Disney.

Its not hard to believe that the person that answers the phone doesn't know, but it is hard to believe that no manager or anyone higher up than the person that answers the phone knows something that can be told to people who are calling.

But if they don't have the information, they don't have the information! You and the OP seem to be under the impression that there is some magical manager who can give you the info but not anyone else. I don't think those of us who realize that sometimes info simply isn't made public are the ones with the Disney-rose colored glasses on.

Would you be happier if they just put you on hold while they "checked?" Me, I'd rather be told that the info isn't available and not waste my time.

 

[Angelrose]

We were put on hold while they checked. They just kept saying that that information "should" be available. I do find it odd that no manager would be available at SOME time to answer the question or to say that they don't know.

 

[Ceila]

Oh well. Like I tell my students all the time, "I don't know" is a legitimate answer. Some people just don't want to hear it.

Peace out.

 

[luvsJack]

But if they don't have the information, they don't have the information! You and the OP seem to be under the impression that there is some magical manager who can give you the info but not anyone else. I don't think those of us who realize that sometimes info simply isn't made public are the ones with the Disney-rose colored glasses on.

Would you be happier if they just put you on hold while they "checked?" Me, I'd rather be told that the info isn't available and not waste my time.

Did you read her posts? They said the information SHOULD be there but its not. If they know it should be there and its not, then they know there is a problem.

I don't know is an answer. But saying it should be there, but its not and not only do I not know why but I am not going to try and find out is not an answer.

No I do not think there is a magical manager but I do think they should be expected to be able to tell you when the information should be available or approximately when. If its within the time frame of making the reservations someone should be able to tell you something.

Calling every day for 180 days is as a time waster too, especially if there is a chance there won't be an event to book.

 

[Angelrose]

Not a magical manager, but the manager of the GF garden tea room. I'm sure there is one, but that manager was never available.

 

[wishesuponastar]

OP, it is disappointing that Disney didn't give you a definite answer to your tea party request. I am the type of person that would call back or email Disney to try and get an answer. But I see your DIL is a busy person. Sounds like you have a wonderful trip planned anyway and that will be special for your granddaughter.

 

[kaytieeldr]

Do the CMs not have the ability to say "let me see what I can find out"?
CMs have a quota, a minimum number of calls they must handle each day to avoid getting written up, or worse. So, given that the answer has not been available over a period of days -no.

To just say "I don't know what to tell you" doesn't seem to be good customer service. Yet only a few posts later, the viewpoint changed to: I don't know is an answer.

It's hard to tell when "I don't know " is acceptable and when it isn't.

And there couldn't possibly be anyone else to ask or at least make an effort to ask.

Sure. That CM could ask the one sitting next to them, another coworker, even management. But if the information hasn't been given to the CMs, how do you think they're going to pull it out of a hat?

All I am saying is that when you call someone like, oh say, your cable company and you want to know when you can upgrade to more channels, they don't say "no idea, sorry". They may not know

They know. Every person who answers the phone or interacts in person with a cable customer can determine when one can upgrade because that information is readily available. Clearly, the reservation information for the Princess Tea is not.

As I have stated before. The fact is that the dates for the Princess tea states BOTH on the website and from Calling MYTEA gave the same answer. "It should be available, but it isn't"

We were put on hold while they checked. They just kept saying that that information "should" be available. I do find it odd that no manager would be available at SOME time to answer the question or to say that they don't know.

Not a magical manager, but the manager of the GF garden tea room. I'm sure there is one, but that manager was never available.

Would she, and you, be satisfied with, "Reservations for that should be in the system but aren't, and we don't know why or when they will be. Keep trying."?
Managers are generally managing and can't process phone inquiries at the same time. There are managers in the call center who also can only work with the information available.

Curious why you think the Tea Room manager has autonomy over this event? That this is the person who alone decides whether to offer it and when if booking will be available?

 

[NHdisneylover]

If it makes you feel any better about your upcoming trip, our family's been 4 times since FP+ and we haven't had one issue other than not being able to get our extra fast pass on the app. We did that at the kiosk and it worked great. We love the new system.

We had absolutely no issues (other than that same ap issue, but it was easy to stop at a kiosk) on a week long trip with 6 people last summer.
We thought it was a good system and spread people out better.

 

[luvsJack]

There is a difference in the two answers please read again.

Try back would be fine but give some approximate date to call back. I don't know about the op's dil but I don't have time to be on the phone every day with Disney.

The cable company was an example and if they didn't have the information a customer would expect them to find it or tell them when to call back.

Part of a manager's job is to manage problems and this is a problem. It goes with the job to answer calls just as the manager at any other restaurant.

Managers at a call center should most certainly be available for the phone as that is a huge part of their job.

Walmart call center employees have a quota too but if they have lost my package and charged me, you can bet we are staying on the phone until something is figured out. I don't believe that the company known for the top customer service in the world wouldn't expect the same for their employees.

I just find it strange that so many here will excuse Disney for something that they would never put up with from another business.

If you call a local place for reservations, are you ok with "for some reason Saturday isn't showing up. Sorry, don't know what to tell you"?

Disney is in fact top in customer service so I would think someone somewhere would like to know of the op's disastisfaction. There has to be a better way of answering the question they had.

 

[NewRVLady]

I just find it strange that so many here will excuse Disney for something that they would never put up with from another business.

If you call a local place for reservations, are you ok with "for some reason Saturday isn't showing up. Sorry, don't know what to tell you"?

Disney is in fact top in customer service so I would think someone somewhere would like to know of the op's disastisfaction. There has to be a better way of answering the question they had.

As MANY have speculated here-
It does not show up at ANY date after Dec 31 2015
It is probably being refurbished into another type of event
Disney is under no obligation to give consumers reasons why an event no longer exists until THEY are ready with the announcement