So Mad At Disney Has This Ever Happened To Anyone Else!

[THEDISFANS]

I Called Disney To Make Some Ps. We Are Going To Be At Wdw For A Week. I Was Asking About The Fantasmic Package The Person Did Not Sound That Thrilled To Be Helping. I Kept On Giveing My Dates And Locations I Would Like. Finally I Heard The Cast Member Sigh And Grumble Into The Phone "how Many Ps Are You Going To Do We Have Counter Service Restraunts Too"

I Was Shocked I Have Been To Wdw Many Times. We Joined Dvc In 03 We Loved The World So Much.


I Was Really Mad And I Said "i'm Sorry You Don't Like Your Job. I Have A Few More To Make And I Will Be Done"


When I Was Finished The Cm Said Thanks For Calling Bye And Hung Up.

There Was No Thanks For Calling Wdw Or Have A Magical Day.

I Was Pissed.gf Said Let It Go We Got Our Ps. I Want To Complain To Disney That Cm Should Be Fired. We Go To Disney Twice A Year. We Own Stock In The Company. We Belong To Dvc. We See All Their Movies And Buy Them On Dvd. We Have A House Full Of Disney Merchandise. We Are Getting Married At Wdw Next Oct As Well As Going To Disney Land And Going On A 3 Day Cruise.

Maybe I Just Need To Vent. Should I Complain Or Let It Go. I Have Already Looked Up The Names And Adresses For The Big Guys Board Members Vp's And So Own Should I Complain????

 

[Tiffany]

I Called Disney To Make Some Ps. We Are Going To Be At Wdw For A Week. I Was Asking About The Fantasmic Package The Person Did Not Sound That Thrilled To Be Helping. I Kept On Giveing My Dates And Locations I Would Like. Finally I Heard The Cast Member Sigh And Grumble Into The Phone "how Many Ps Are You Going To Do We Have Counter Service Restraunts Too"

I Was Shocked I Have Been To Wdw Many Times. We Joined Dvc In 03 We Loved The World So Much.


I Was Really Mad And I Said "i'm Sorry You Don't Like Your Job. I Have A Few More To Make And I Will Be Done"


When I Was Finished The Cm Said Thanks For Calling Bye And Hung Up.

There Was No Thanks For Calling Wdw Or Have A Magical Day.

I Was Pissed.gf Said Let It Go We Got Our Ps. I Want To Complain To Disney That Cm Should Be Fired. We Go To Disney Twice A Year. We Own Stock In The Company. We Belong To Dvc. We See All Their Movies And Buy Them On Dvd. We Have A House Full Of Disney Merchandise. We Are Getting Married At Wdw Next Oct As Well As Going To Disney Land And Going On A 3 Day Cruise.

Maybe I Just Need To Vent. Should I Complain Or Let It Go. I Have Already Looked Up The Names And Adresses For The Big Guys Board Members Vp's And So Own Should I Complain????

Did you get the person's "name"? If so call back and ask to speak to a superviosr. I would have asked for the person's supervisor as soon as the comment was made.

 

[WDWBetsy]

Call back and ask for a supervisor. That CM has no business being on the phone.

I would imagine when he booked your ADRs, a record in their computer system noted his name/ID number. Should be easy to track.

Personally, I would have been more upset if the CM treated me like that then said "Have a magical day."

I can imagine that you're upset given your love for Disney World. But I would try to let the CM's supervisor handle the situation instead of taking it to the top.

Chances are, this type of thing won't happen again, but they definitely need to know it happened to prevent this sort of thing.

 

[jonestavern]

So sorry you had such a nasty experience. Yes, you do need to vent! Also, you should complain.
Do you have the CM's name? I like to take down the name at the begining of the conversation, as well as the exact time & date (yes, I am ever so slightly obsessive ), comes in handy for confirming all info should questions arise & for calling in to compliment excellent service, too. Should this ever happen again, right when talking with the offending CM, very calmly ask to speak to a Supervisor. Ask the Supervisor his/her name then calmly state yr complaint & ask for a snail mail & email address, persons & departments where you can also register yr complaint.
I used to work in the telephone catalog sales div of a well known fine jewelry co.& there are always the rude ones as well as the exceptionally helpful operators-So don't let one clueless balloon spoil yr magical mindset

And... Congratulations on yr upcoming wedding! !

Jean

 

[goofie4goofy]

Not only have I had grumpy CM's but I have had the wordt kind of CM...

The ones that sound all nice and smiley on the phone and make all kinds of mistakes and give mis information and screw up your entire reservation- UGH.

What I do now (not just for WDW but whenever I call anything) If I do not like the tone of the person, or if what they are saying is contradicting to what I know or if I cannot understand them, I either cut the call short or hang up (if I have not given my info) and call back.

I would certainly call back and speak to a supervisor. If you did not get their name, I believe it is noted in the computer. I will bet my upcoming trip to WDW it would not be the first time someone has complained about this person. Maybe he needs a little ride on the Teacups!


I remember, and not that long ago, the CM's at the WDTC were all nice and all on the same page. I think Disney went thru some downsizing of salaries and most of the well trained left and were replaced by lower paid less trained. It sure shows.

 

[Marthasor]

I am so sorry you had this experience. I just called reservations a few days ago and couldn't have had nicer CM's. It really sets the tone for a highly anticipated trip. Yes, call and ask for a supervisor. They need to do something to make you feel better and help you enjoy your upcoming trip!

 

[MKCP5]

No offense, but don't you think getting fired is a little harsh? He wasn't enthusiastic. He wasn't even very polite. He did however make your reservations and get everything done. I am constantly amazed that everyone thinks they will get sunshine on a stick every single time they come on contact with a CM. Most of these people make about $10.00 an hour if they are lucky and listen to people gripe and moan at them all day. Out of the thousands of CM's at WDW you came in cotact with one who was having a bad day. Let it go. You have your AR's. You must have other things to tend to!

 

[Hopefully]

I have to agree with MKCP5, let it go. I am sorry he was rude to you and did not meet your expectation. But your letting it keep you upset is not worth it. Remeber nothing is perfect, and that includes Disney. Don't let this upset you so.
You are planning a trip to Disney, have Fun and Enjoy!

 

[Miss Inga Depointe]

No offense, but don't you think getting fired is a little harsh? He wasn't enthusiastic.

LOL I'd call it a little more than unenthusiastic!

Customer service is a lost art! We just have to be happy that 98% of the time the CMs are so very nice. That's why I love WDW!

I'm sure WDW would like to know about this so that he can be "pixie-dusted", at least, as they say.

 

[Destination Disney]

Yes that CM is making $10.00 a hr. if that, but you know what ....that is thier job! They are getting PAID to take ressies, they are getting PAID to have people grip and moan to them all day long, and you know what, they are getting PAID to deliver excellent customer service while being enthusiastic and polite!
Disney is investing money into these associates that are being PAID to represent the company. "Sunshine on a stick" (I love that one) is the standard with Disney. That is to be expected. Now we all know Disney s fab., but would you want someone representing your company that is talking down to your customers, and making them feel as if they are annoying you?
Maybe they should not be fired, that is a bit harsh, but you never know. This person could be like this all the time, and have a work history of complaints. Maybe one more will be the icing on the cake, or on the other hand, they may just need to realize how thier actions made a PAYING CUSTOMER feel. It could of been unintentional, but never the less, a customer was made to feel upset about the way they were treated.

 

[fireman17]

At the point where the CM sighed and grumbled I myself would have asked the CMs name and then told the CM I'm done with you and would like to speak to a supervisor.
I told my wife to do this very same thing with anyone she or I deal with on a business level. I understand sometimes your job gets to you but you need to sometimes take a breath and move on.
As a firefighter for 18 years I have had my run of bad days including nasty patients on the ambulance but not once would I ever treat them unprofessionally. They called 911 for help and no matter how bad they treat me I am their help.

 

[Miss Inga Depointe]

At the point where the CM sighed and grumbled I myself would have asked the CMs name and then told the CM I'm done with you and would like to speak to a supervisor.

You and I are cut from the same cloth! That's exactly what I do when I get a nasty customer service person. I mean, I'm getting too old and life's too short to put up with that stuff! Thank goodness it never happened to me with a WDW CM! I'd be crushed!

 

[waltsdouble]

You are all making the assumtion that the CM was totally at fault. There are always two sides to every story. We can't hear from the CM, so, don't ***-U-ME the poster story is the whole story, because when you assume it will make an *** of U and ME.

 

[Pats Dragon]

I love DW because it seems kind and safe unlike the real world. 10$ an hour is a lot these days and just talking on the phone is easier than roofing at 100 degrees. CM's are paid to be nice and maintain the image. Everyone has a bad day, CM's too but I would have said something to the CM about his sounding grouchy and unmagical and then gone to a supervisor if his response wasn't positive. A company is only as good as its laziest worker and we want DW to continue to be great. Most CM's are amazing and put up with awful tourists with aplomb. Kudos to all the good ones. Lets remember to let supervisors know about them.

 

[waltsdouble]

If you think I might be off base with my opinion, go to the thread "have you ever lost it at Disney"...., maybe so people "Lose it on the phone"

 

[cindyfan]

Did you get the person's "name"? If so call back and ask to speak to a superviosr. I would have asked for the person's supervisor as soon as the comment was made.

Absolutely!!! I wouldn't have even continued speaking to her....
"Let me speak to your manager!" would have been the next words out of my mouth!!!

 

[photonut]

before.
Just 2 days ago we tried to make our reservations at pop century for dec 30 for 8 nights.
I would have booked online however if i booked 8 consecutive nights I was charged the high season price of $139 per night even though the price drops on Jan 1 to low season price of $79 per night SO....i called to let them know that i would be booking 2 nights at $139 and 6 nights at $79 and how would they like to go ahead and make the reservation.
CM that I had kept telling me that i couldn't do it, had to pay the higher price the whole time, blah blah blah.
I have done this so many times...i don't even care if i have to check out of my room and check into another room.
So...CM then told me that they have a minimum 3 night stay (WHAT????) and that I would have to book 3 nights at the higher cost.
CM proceeded to start making 2 separate reservations complaining the whole time.
I said very politely " I am sorry. I need to hang up now as this call is taking longer than I expected and it is long distance"
and I HUNG UP.

I called back the next morning...got new CM who right away knew exactly what i wanted to do. It is called a "continuing reservation" and this CM couldn't be more helpful and kind.


I know that we all have bad days and "off" days and we never know what kind of day they had at home before they got to work....however HOW could you not be happy handling all these peoples trips to DISNEY!! Talk about the happiest job on earth!

Thanks for letting me share.

 

[homer424]

LOL I'd call it a little more than unenthusiastic!

Customer service is a lost art! We just have to be happy that 98% of the time the CMs are so very nice. That's why I love WDW!

I'm sure WDW would like to know about this so that he can be "pixie-dusted", at least, as they say.

I agree 100%. my DH manages a call center and if any of his employees sighed and gave attitude they would have had a serious talking to. He often tells me when someone calls customer service, that is their "first line" in speaking with the company. And often sets the tone with how that caller will view the company in the future. Yes, THEDISFANS is a seasoned guest, but what if he was a newbie to Disney? Met with something like this could color their views of the company or CMs in general ("are all CM's this way? Even in the park?") and maybe turn them off of making PS's (oops ADR)from future trips. Yes, asking to get them fired is a little over the top(everyone has bad days), but being in customer service it is your job to be polite and courteous and have poop slung at you all day.

And he often tells me what others here have suggested-as soon as you feel like you have a problem, you ask for a supervisor. DH says about half the time it is the customer that is cranky but just having them talk to a supervisor helps difuse any problems that arise.

You are all making the assumtion that the CM was totally at fault. There are always two sides to every story. We can't hear from the CM, so, don't ***-U-ME the poster story is the whole story, because when you assume it will make an *** of U and ME.

True, but he came asking for advice about what to do in this situation and I think that is fair. I think it is unfair to expect that everyone who has a problem and posts for advice to bring along the person they had the problem with to post with them so we can get both sides.

 

[THEDISFANS]

You are all making the assumtion that the CM was totally at fault. There are always two sides to every story. We can't hear from the CM, so, don't ***-U-ME the poster story is the whole story, because when you assume it will make an *** of U and ME.

I DON'T KNOW WHY YOU WOULD THINK I WOULD DO SOMETHING TO DESREVE BAD TREATMENT. I HAD PLACES AND DATES READY. THE CM JUST HAD TO DO THE JOB THEY ARE GETTING PAID TO DO. I KNOW HOW TO TREAT PEOPLE AS I HAVE BEEN A RETAIL MANAGER FOR MANY YEARS. THE LAST THREE HAS BEEN WITH A COMPANY THAT ALWAYS TREATS THE CUSTOMER WITH RESPECT AND IN A FRIENDLY MANNER OR YOU WILL NOT WORK FOR OUR COMPANY ANY MORE WE DON'T PUT UP WITH RUDE PEOPLE. WHEN YOU HAVE A JOB YOU DO IT CORRECT NO MATTER WHAT YOU GET PAID.

I DON'T KNOW WHY U CALL YOURSELF WALTSDOUBLE. WALT DISNEY WOULD NEVER TREAT A GUEST RUDE!!! AND YOU TRY TO SAY THAT I DID SOMETHING WRONG FOR ASKING A CM TO DO THE JOB THEY ARE PAID FOR

 

[LeesyUD]

I love DW because it seems kind and safe unlike the real world. 10$ an hour is a lot these days and just talking on the phone is easier than roofing at 100 degrees. CM's are paid to be nice and maintain the image. Everyone has a bad day, CM's too but I would have said something to the CM about his sounding grouchy and unmagical and then gone to a supervisor if his response wasn't positive. A company is only as good as its laziest worker and we want DW to continue to be great. Most CM's are amazing and put up with awful tourists with aplomb. Kudos to all the good ones. Lets remember to let supervisors know about them.

I just wanted to let you know that your post offended me a bit. But (and I say this honestly) you are also entitled to your opinions. So no hard feelings ok? I just wanted to say that I work in a customer service call center for a big magazine company. I get paid just a little more than $10 an hour and than is not alot of money these days for a job like mine. Of course customer service is not as physically demanding, but it is definitely mentally demanding. If a rep has a bad day it does not make then lazy. I take about 100 calls a day, a good portion are people complaining about the format/content of the magazine (even though they subscribe!). And alot of them won't let up or want to speak to a supervisor. Constantly struggling NOT to argue with customers who ONLY want to argue is very difficult. I honestly can say I have never been rude to a customer that was being perfectly nice to me. When a customer has been extremely rude or makes a personal comment I basically kill them with kindness and have on very very rare occasions, been slightly rude back. But I can also understand how even the nicest people can frustrate you, after speaking to an irate customer. However, it COULD also be a case of a lazy worker that very well should not be working there. I think that you should nicely bring it to a supervisors attention and let them know the situation. If they really are a good CM, I'm sure the supervisor will know and will deal with them accordingly and the CM probably wouldn't be fired. However, I think people should give the CM's a little more credit, they are human, they make mistakes. I worked in WDW at the Studios for a short time. Especially in WDW, people expect more out of CM's then anywhere else but yet are not always given their due. I hope that will change someday.