Someone lost their 'pixie dust'.....

[tinkerrn]

Attempted to confirm and make changes to my ADRs for next month. Well, I have to say that I have never experienced 'bad' customer service ever at WDW. This was my first. First, she never discloused her name, when I asked her for it she refused to tell me. I Just wanted to know what ADRs we had; where, what day and what time. Didn't think it was that big of a deal. I understand they were busy. Maybe I should have called at a better time????? She rattled off numbers so fast, that a bingo player would have trouble keeping up with her. Than I had to remind her I need the dates and times, she just gave me time and no dates. I had no idea as to which ADR went to what. The same for the dates. I was floored and asked her to repeat the restaurant, date and time for me. She refused to, stating "We are to busy, you should have written it down". My jaw dropped!

I politely informed her that she was very rude and lacking in her customer service skills. She then stateed " I find that very hard to believe" and hung up on me. WOW!!!! People have bad days even when they work for Disney.
I'll call back here in a little bit to make sure my ADRs aren't cancelled. She wouldn't do that would she???? That would be horrible!!!!

 

[DisneyMommyMichelle]

just call back, you rarely get the sme person twice. she was probably having a bad day.

i have actually gotten the same person twice! so if you recognize the voice, just hang up and try again

 

[BlindTyldak]

Attempted to confirm and make changes to my ADRs for next month. Well, I have to say that I have never experienced 'bad' customer service ever at WDW. This was my first. First, she never discloused her name, when I asked her for it she refused to tell me. I Just wanted to know what ADRs we had; where, what day and what time. Didn't think it was that big of a deal. I understand they were busy. Maybe I should have called at a better time????? She rattled off numbers so fast, that a bingo player would have trouble keeping up with her. Than I had to remind her I need the dates and times, she just gave me time and no dates. I had no idea as to which ADR went to what. The same for the dates. I was floored and asked her to repeat the restaurant, date and time for me. She refused to, stating "We are to busy, you should have written it down". My jaw dropped!

I politely informed her that she was very rude and lacking in her customer service skills. She then stateed " I find that very hard to believe" and hung up on me. WOW!!!! People have bad days even when they work for Disney.
I'll call back here in a little bit to make sure my ADRs aren't cancelled. She wouldn't do that would she???? That would be horrible!!!!

Put it this way, if she DID, the cancelling CM's code and the time of the cancellation should be in the computer system so she'd be easy to track, and her call pulled for review. Not sure if she'd want to risk that. As a matter of fact, if their system is anything like any other call center system I've worked at, her code should show as having accessed the "account" last. I'd suggest calling back and asking for a supervisor and asking them to pull the records for review, and then getting all your questions answered.

 

[princesstigerlilly]

Oh, I'd call back NOW. I wouldn't let someone get away with that. I wonder if there is a code in your reservation that logs the agent's id everytime someone looks at it. If there is, then a supervisor would be able to find out her name. Im sorry that you now are worried about your ressies, don't let it get to you.

I hope you get a happy CM next time. My only run in with a cranky CM was with WDW Travel, all the times I have had to call dining I've had very helpful CM's

 

[Aimeedyan]

They can see who pulled your information last. I can give someone a break for a bad day but she was over the top, IMO. I would call back, ask another CM to do just what you asked for in the first place, get all your info written down, and then tell THAT CM that you just got off a nasty call with another CM and could you please be transferred to a manager?

 

[disneyfav4ever]

They can see who pulled your information last. I can give someone a break for a bad day but she was over the top, IMO. I would call back, ask another CM to do just what you asked for in the first place, get all your info written down, and then tell THAT CM that you just got off a nasty call with another CM and could you please be transferred to a manager?

This seems like the best solution.

I've never had a rude or mean CM on the phone. The worst I've had was a kind of slow one when I made the majority of my Dec ADRs, but she wasn't to bad, and not rude at all.

 

[disneysailor]

Sorry you had such a bad experience. I have found the dining CM's to be exceptionally nice, especially when they must be so busy with the free dining. I hope you have a much better experience when you call again.

 

[FranP]

Not trying to be nasty or anything, but you didn't write them down???

 

[Ilovestitch]

That's terrible! I've never experienced anything like that. I work in the travel industry and call Disney at least 10 times a day. If I get someone who seems like they don't know what they are doing or I can't understand what they are saying I ask them to please not make any changes and that I have to call back later and hang up. I always write down their name first thing- that's crazy that she wouldn't give it to you!

 

[grover]

i don't think it matters if the op wrote them down or not--if customers want to call and confirm info we should be able too...how many times have you read here in the forums about people calling to confirm only to discover something was mixed up!

anyhooo..i would have called right back and asked for a supervisor. they are busy yes--busy serving whom ever happens to be on the line at the moment...right??? that is no excuse.

 

[dizzneebabe]

A I Just wanted to know what ADRs we had; where, what day and what time. Didn't think it was that big of a deal.

I had to call the other day to confirm our dates and times, because although I had written them down, DD2 decided she would color my sheet and then rip it up and throw it away (she likes to clean up, too-- ). Anyway, the CM was extremely nice and helpful. I thanked her profusely for helping me and she wished me a magical trip. Maybe I was one call too many???? Sorry! No really--no one should be treated that way! There could be a number of reasons why someone could/would call back and ask for confirmation or to change something!

I agree with the OP--call back, check your ADR's and then ask for a supervisor. GOOD LUCK!

 

[MosMom]

Fran, I've had to call for a review before. I wrote them all down in a notebook and misplaced it (later found it under my sons bed...he is a squirrel and takes stuff and hides it).

There is no excuse to be treated that way and I would call and ask for the record to be pulled. She even refused to give her name! I wouldn't want her fired but she needs to know she can't get away with treating guests that way and I'm sure Disney would want to know she was!

 

[hookedup]

Attempted to confirm and make changes to my ADRs for next month. Well, I have to say that I have never experienced 'bad' customer service ever at WDW. This was my first. First, she never discloused her name, when I asked her for it she refused to tell me.

That would have been my cue to politely hang up and call back to talk to someone else. I have never spoken to any rude CM's but I have had a few frustrating calls that have taught me cut the call short and try again later. There are so many polite and knowledgable ones I figure why deal with the occasional one who is not.