Suggestions for unresponsive Guest Services issues?

[daveyvw]

I’ve been calling Guest Services for over three weeks trying to get some resolution on a dead lightsaber from Savi’s Workshop that became a $200 paper weight a few days after purchasing it at Disney World. I’ve spoken to 3 or 4 different people, but none of them has been able to provide any real information. Any suggestions for getting an issue like this to move forward?

I’ve stopped short of mentioning to them the $10,000’s my family has spent on annual Disney trips, although as we’re not DVC or AP holders, I know we’re second-class customers to Disney. It’s also probably not useful to try to explain the repercussions of this experience on a 7 year old!

thanks,

dave

 

[KyleAfterAWhile]

did youpay with a credit card? if you did, call your bank and have them reverse the charge. that will get disney moving.

 

[tobikaye]

Just curious, are you using the general customer service or the merchandise customer service? If using the general customer service, I would try the Merchandise Department directly first. If this is the department you have been talking with, then if it was me, I would find the name of a higher level employee for merchandising or the parks online and send an email with the issues of the broken object and details of contact without response.

Merchandise.Guest.Services@DisneyParks.com
Phone: 877-560-6477

 

[daveyvw]

did youpay with a credit card? if you did, call your bank and have them reverse the charge. that will get disney moving.

Yeah, I thought about that also. Thanks!

 

[daveyvw]

Follow-up: Before I had a chance to call them again, I received an e-mail apologizing for their delayed response (just short of 4 weeks!!) and indicating they were shipping a replacement part.

Dave