SOME CMs at Test Track ...

[kris4360]

Same thing happened to us! What is different about this ride is they tell 2 people to stand on one number ( or dot) in a row instead of like any other ride where each person has there own dot. They rattled it off so fast and it's out of the norm so people are confused. The cm made us feel stupid!

 

[FortForever]

Same thing happened to us! What is different about this ride is they tell 2 people to stand on one number ( or dot) in a row instead of like any other ride where each person has there own dot. They rattled it off so fast and it's out of the norm so people are confused. The cm made us feel stupid!

I figured I would eventually find someone else these people had treated badly. I can't possibly be the only one they were rude to.

That was exactly what happened in the original scenario. The spot she told me to stand on already had people on it. I assumed that I misunderstood when she wouldn't clarify so I went to where that number was empty in the next row.

 

[Victoria3]

I likely would have simply responded, "I wasn't asking you the question, but I do have a question for your supervisor if you would kindly call them over..."

Guests have never needed their KTTW cards at the attractions themselves before, and it was not uncommon for one person in a group to be holding them all (like me), and not be the one on the ride.

Things are changing though...

I had no idea you are supposed to use your KTTW cards at Test Track - what do they do for non-resort guests? I thought it would be something like at Sum Of All Thrills, where they give you a card...

They do provide cards but they're running low.

 

[OchreHand]

I tried Test Track in January and I did notice that the CMs working the line seem overwhelmed. Maybe its a combination of the ride being new and funneling guests into separate assigned rows leads to the stress (right before the Design Room). I've also noticed that the space tends to be really noisy.

 

[Blackbeltdisneygirl]

That is not cool. I am sorry you were treated that way.

I had a similar experience on ToT when we were there in September. I was shocked b/c the girl was so blatantly wrong in what she did. Every year we go on Tot as a family of 12 so we can all have a picture together. There are people in our family who aren't fans of the ride, but it is the only thing my mom asks from us, so we go. In 2011, my nephew (who had never been to Disney and had anxiety about the rides) screamed for 40 minutes: "WORST FAMILY VACATION EVER!!!!" We knew once we got him on the ride he would be fine and wouldn't be afraid of it anymore. And that is exactly what happened. Anyway, the CM had no problem starting the ride, and the kid was a hot mess.

Fast forward to 2012, and my daughter was crying a little bit, and by a little bit, I mean she didn't even have tears. She gets a little sick on the ride sometimes and was just afraid she would get sick again. She was willing to go on the ride for my mom though. The CM was so rude and nasty to us and refused to start the ride. She kept saying: "I will NOT start this ride as long as she is crying!" I said I was her mother and she was going on the ride. She was like: "I don't care. I will NOT start this ride." My mom said: "So you are going to ignore her mother's authority?" She didn't care.

We got off the ride, went down the elevator, and went right to a supervisor. We explained what happened, and the supervisor said she was flat out wrong. He explained that the only reason for a CM to refuse to start the ride is when someone is being unsafe and refuses to sit down. I don't know what he did in regards to dealing with her, but even though I am usually not one to complain, I was so upset that I still don't care what trouble she got in. She was so embarassing. He gave us a fastpass so we didn't have to wait in line again, and when we got back up there, the girl was gone. Guess what? Both my nephew and daughter rode it with no issues and we had a great time.

I will not hesitate to go to a supervisor if someone is ever rude to us again. We pay a lot of money to have a magical vacation, and it is their job to provide it for us. I know everyone has bad days, but this isn't something that should happen regardless. Treating someone badly can ruin the magic of Disney.

 

[Smuckles]

What about speaking to these offenders instead of being backstabby and escalating things immediately to their supervisors?

"What you just said made me feel confused/embarrassed/whatever and I didn't like it. I know you didn't mean for that to happen. What's going on today?"

People will usually do the right thing if you give them a chance to. In my experience, people in a customer-facing role tend to accidentally give poor service when they focus too much on one aspect of their jobs instead of finding a nice balance between those aspects.

For example, a CM focusing too much on efficiency might come off as rude or confusing. They might believe they're doing good work by attempting to be efficient and don't realize it's making them act rude towards their customers. E-mailing a manager privately, after the fact, is not helpful at all. It's petty because, at its core, it's just revenge.

You can call it something else, but it's really just a cowardly attempt at revenge. Anyone who would claim that they're trying to help the CM deliver better service in the future is really just trying to make themselves feel better about it. If they were so focused on providing the CM feedback, they would provide it directly. Feedback that is direct, relevant, and timely is the most effective. What's a manager going to do about this? Reprimand them? That's your revenge. Coach them? Why should it be a manager? You were there. You knew how it made you feel. Why can't you provide that feedback?

As I said, people want to do good work and will usually do the right thing if given the chance.

EDIT: And I don't mean to be a jerk, but the thought of taking a photo of these people is one of the creepiest things I've ever read. Seriously, don't do that. You are a stranger and you shouldn't be photographing other people like that.

 

[AwkwardTurtle]

That is not cool. I am sorry you were treated that way.

I had a similar experience on ToT when we were there in September. I was shocked b/c the girl was so blatantly wrong in what she did. Every year we go on Tot as a family of 12 so we can all have a picture together. There are people in our family who aren't fans of the ride, but it is the only thing my mom asks from us, so we go. In 2011, my nephew (who had never been to Disney and had anxiety about the rides) screamed for 40 minutes: "WORST FAMILY VACATION EVER!!!!" We knew once we got him on the ride he would be fine and wouldn't be afraid of it anymore. And that is exactly what happened. Anyway, the CM had no problem starting the ride, and the kid was a hot mess.

Fast forward to 2012, and my daughter was crying a little bit, and by a little bit, I mean she didn't even have tears. She gets a little sick on the ride sometimes and was just afraid she would get sick again. She was willing to go on the ride for my mom though. The CM was so rude and nasty to us and refused to start the ride. She kept saying: "I will NOT start this ride as long as she is crying!" I said I was her mother and she was going on the ride. She was like: "I don't care. I will NOT start this ride." My mom said: "So you are going to ignore her mother's authority?" She didn't care.

We got off the ride, went down the elevator, and went right to a supervisor. We explained what happened, and the supervisor said she was flat out wrong. He explained that the only reason for a CM to refuse to start the ride is when someone is being unsafe and refuses to sit down. I don't know what he did in regards to dealing with her, but even though I am usually not one to complain, I was so upset that I still don't care what trouble she got in. She was so embarassing. He gave us a fastpass so we didn't have to wait in line again, and when we got back up there, the girl was gone. Guess what? Both my nephew and daughter rode it with no issues and we had a great time.

I will not hesitate to go to a supervisor if someone is ever rude to us again. We pay a lot of money to have a magical vacation, and it is their job to provide it for us. I know everyone has bad days, but this isn't something that should happen regardless. Treating someone badly can ruin the magic of Disney.

I think it's really interesting that the supervisor told you she was wrong. I do not think the CM should've spoken to you rudely, but I know a lot of attractions CMs (at Disneyland, not Disney World, so maybe that's the difference) who've told me that they're not allowed to start a ride or deploy a vehicle, or whatever if someone in it is crying or wanting to leave.

 

[conandrob240]

A child got sick on a ride previously and was crying in fear of getting sick again, yet you forced her? Good for the CM for sticking up for her. Your nephew screamed for 40minutes and he too was made to ride?!?!? Maybe your "mom" should get her priorities in order and decide what is important- bullying her grandchildren onto rides they are afraid of? That's her idea of a good time? Sorry but the Cm was right on that one.

As for the OP's situation, this is terrible to hear. But you did no one any favors by just walking away. You should have reported the CM's rudeness so no one else would have to deal with it. They needed to understand what was wrong with how they treated you and how it is unacceptable. If they get away with it, they just think it is okay.

 

[aubriee]

What about speaking to these offenders instead of being backstabby and escalating things immediately to their supervisors?

"What you just said made me feel confused/embarrassed/whatever and I didn't like it. I know you didn't mean for that to happen. What's going on today?"

People will usually do the right thing if you give them a chance to. In my experience, people in a customer-facing role tend to accidentally give poor service when they focus too much on one aspect of their jobs instead of finding a nice balance between those aspects.

For example, a CM focusing too much on efficiency might come off as rude or confusing. They might believe they're doing good work by attempting to be efficient and don't realize it's making them act rude towards their customers. E-mailing a manager privately, after the fact, is not helpful at all. It's petty because, at its core, it's just revenge.

You can call it something else, but it's really just a cowardly attempt at revenge. Anyone who would claim that they're trying to help the CM deliver better service in the future is really just trying to make themselves feel better about it. If they were so focused on providing the CM feedback, they would provide it directly. Feedback that is direct, relevant, and timely is the most effective. What's a manager going to do about this? Reprimand them? That's your revenge. Coach them? Why should it be a manager? You were there. You knew how it made you feel. Why can't you provide that feedback?

As I said, people want to do good work and will usually do the right thing if given the chance.

EDIT: And I don't mean to be a jerk, but the thought of taking a photo of these people is one of the creepiest things I've ever read. Seriously, don't do that. You are a stranger and you shouldn't be photographing other people like that.

That doesn't always work. Last Sept I was down there with my mom, who uses an ECV. At the Haunted Mansion we always go through the regular queue and just before the doors they pull us out to go through the back entrance, where they can stop the moving walkway for her. In Sept, I asked the CM at the entrance and she said to just tell the CM at the doors. We did so and the CM pointed us to the back hallway where another ECV was waiting. We waited awhile and then another ECV joined us. We were beginning to think they had forgotten us, but after awhile another CM finally came in, saw us, and asked what we were all doing there. When we told him we were waiting to use the back hallway, he informed us they were not doing it that way that day and we would all have to go back out and then go through the strecthing room with everyone else, then after the stretching room, to go to the back side of the room and wait there for a CM to let us in the back hallway where the moving walkway would be slowed, but not stopped. When I told him my mom's eyes had trouble adjusting quicly from bright light to darkness and it would not be safe for her (or others) to do that and that she needed the walkway stopped (like they had always done before), the CM became very rude and said she could either do it "his way" or she wouldn't be able to ride that day, but they were not stopping the moving walkway where you board, because they were too busy that day to deal with it and he wanted everyone to go through the stretching room. When we continued to insist that it was not possible, he simply told us to "leave then". One of the ECV parties did try it, but us and the other party had to leave and could not ride that day. We tried to work it out with the CM, but he just continued to be rude and when we told him we were going to guest services to report him, he told us to go ahead and then said something about the folks up there in guest services didn't have to deal with 'needy guests', like he did all day. Us and the other ECV party went straight to guest services, where we were told that he would be spoken to and that yes even ECV guests are now required to go through the stretching room, but that the walkway could have been and should have been stopped to allow the ECV rider time to get on the ride. We tried to be nice, but did not appreciate his rudeness or being called "needy guests", when all we needed was the walkway stopped so the people in the ECVs could board safely. I still think it's stupid for ECVs to have to go through the strecthing room though. It's not safe for people whose eyes have trouble adjusting to sudden darkness and especially if that someone is driving an ECV. My mom handles an ECV well and sees well for that matter, she just has trouble with sudden changes in light and with moving walkways and moves slowly. We shouldn't have to deal with some rude CM, who doesn't want to deal with ECVs.

 

[married2mm]

The only questionable behaviour we've ever encountered was at the haunted mansion.
It was pm emh. We had been on hm,earlier in the day.
We had entered via the exit,as I have health issues and we skip the stretching room.

A cm asked what we were doing,as we approached the exit.
We explained,and he shouted no,you can't,don't ever come this way again,and explain to cm at the entrance instead.

He also asked for our room keys- they were inside plastic wallets,but easily readable,demanded I took them out,so he could inspect them,and shone his torch on them for quite some time.

We then,went to the entrance,as directed,and were told we should've gone to the exit! We were then taken back outside through a side door,and left there for ages.

Eventually,another cm asked what we were doing there?! He tutted loudly,and took us through to loading.
I was so exasperated by this point,we left mk after we had finally had our ride.


On topic- is test track confusing?
Is crowd congestion a normal thing- if so,we will simply avoid on our next trip.

 

[POOHsie]

I'll repeat my story about the new Little Mermaid ride. I use an ECV and can't walk without assistance. On that ride one has to transfer to a wheelchair. At the beginning of the moving ramp, the CM told me to stand up, step onto the moving belt, and grab a ride vehicle, all by myself! I studied the situation and concluded that I just couldn't do it. Another CM came along and pushed the wheelchair onto the still-moving ramp alongside a ride vehicle, and I was able to step in. The CM told me they were trying different things for loading people in wheelchairs. Yeah, sure. Like make me walk alone, unassisted, when I cannot? In addition, they never offered to stop the moving ramp. It worked out for me, but perhaps others who couldn't transfer so easily would need more time and truly would need the ramp stopped. I am afraid to go on this ride again with such irresponsible CMs who think nothing of subjecting a physically impaired guest to possible injury.

 

[FortForever]

They might believe they're doing good work by attempting to be efficient and don't realize it's making them act rude towards their customers.

By eye rolling? I don't think so.

He also asked for our room keys- they were inside plastic wallets,but easily readable,demanded I took them out,so he could inspect them,and shone his torch on them for quite some time.

Did you ask why he wanted to see those? I believe I would have declined to show him mine.

As for the OP's situation, this is terrible to hear. But you did no one any favors by just walking away.

I wasn't trying to do anyone any favors. Just trying to get through my day.

 

[married2mm]

Did you ask why he wanted to see those? I believe I would have declined to show him mine.


Initially, i assumed as it was emh,but thinking back,I'm sure he was just being awkward.

 

[Traveliz]

By eye rolling? I don't think so.



Did you ask why he wanted to see those? I believe I would have declined to show him mine.



I wasn't trying to do anyone any favors. Just trying to get through my day.

According to the poster married2mm it was pm emh which is exactly why he asked for the room keys and refusing to show them would result in you not being allowed on the attraction.

Liz

 

[mesaboy2]

According to the poster married2mm it was pm emh which is exactly why he asked for the room keys and refusing to show them would result in you not being allowed on the attraction.

Liz

 

[WMorganS]

I agree that emailing the CM manager isn't productive, but the HM seems to have a real problem when it comes to ECM handling. We rode it three times with my father (Mr. Shuffle-Topple), and each time was a different line handling experience (only once did it seem to make sense).

Who do you email about a problem like this, when you want to tell someone that something is messed up?

I have no idea how things are structured in parks... except that there is always someone wearing a striped shirt who seems to know what's going on, oh, and if you see a guy with shiny shoes and a headset, well, he's in charge of something like a parade ;-)

 

[FortForever]

According to the poster married2mm it was pm emh which is exactly why he asked for the room keys and refusing to show them would result in you not being allowed on the attraction.

Sorry, I must have missed that it was EMH.

 

[hookedonears]

99.9999% of our cast member interactions have been fantastic. Year after year, they were all great. I had almost begun to think that these guys loved there jobs so much, that they'd do it for free, until one evening at Test Tract. We happen to be standing in line behind an ex-CM, who appeared to be by himself. Standing in line, we got to the first CM on duty and he happened to know the ex-CM in front of us. The CM on duty said; I heard you quit. He said yea, I finally got out. The CM on duty said; I've been trying to get out for a while also. (I took it as getting out as if they were trapped) This was supposed to be the happiest place on earth, even for the CM's. My perspective for the CM's changed then and there. Maybe it wasn't such a happy place for the CM's.

 

[FortForever]

99.9999% of our cast member interactions have been fantastic. Year after year, they were all great. I had almost begun to think that these guys loved there jobs so much, that they'd do it for free, until one evening at Test Tract. We happen to be standing behind an ex-CM, who appeared to be by himself. Standing in line, we got to the first CM on duty and he happened to know the ex-CM in front of us. The CM on duty said; I heard you quit. He said yea, I finally got out. The CM on duty said; I've been trying to get out for a while also. (I took it as getting out as if they were trapped) This was supposed to be the happiest place on earth, even for the CM's. My perspective for the CM's changed then and there. Maybe it wasn't such a happy place for the CM's.

Stepford?

 

[basilb]

This is just me.....but,

I would have taken out my phone - got to my 'notes' page & noticeably looked at his name tag. I then would have said "Thank you John Doe from Miami, Florida (just an example ) for your kind directions. And smiled a less than friendly smile.

If that worried him a bit about being reported, at least the people behind us might be treated a little better.