Trouble with very untrained reservation folks

[Ragtime Gal]

I've called the dining line a few times over the past few days to make some ADRs and this is the third time I've gotten a seriously untrained, painful to speak with agent who didn't know any information about any restaurant (or special event). When asking to speak with a supervisor or someone who might be more knowledgeable about the particular question (in one case, I asked about booking for Christmas and the agent did not know what the date of Christmas Day was, then kept asking repeatedly for me to repeat the date while saying "allow me one second please" for about 10 minutes).

So frustrating...never had this experience before! Sometimes there is a survey at the end of the call, but one particularly frustrating time, I waited for the survey and just got blank air...I suspect that the particular CM didn't disconnect the call and was waiting for me to hang up so that I could do the survey!

Anyone else having this experience lately?

 

[Tricia1972]

Not lately, but I had a PAINFUL experience in October 2009 (right at the end of the 90 day ADRs) On about the second reservation I gave up with them and just called back for someone knowledgeable.

Too bad that the survey didn't kick in. It'd be helpful for their training to know what they're doing wrong.

 

[ccgirl]

Had a problem a couple of days ago. Got the 2:20 ressie at Garden View Tea that I wanted. Reservationist asked me to hold, which I thought was strange. I then got disconnected. Called back and the only time they had left was 3:40. I was pretty upset, the CM apologized profusely but said there was nothing they could do.

When I switched from a 40% off code to FD, the Cm told me it wasn't available. I said it had been extended to my December dates and he asked me for the code.

 

[maddiesmom0116]

I've called the dining line a few times over the past few days to make some ADRs and this is the third time I've gotten a seriously untrained, painful to speak with agent who didn't know any information about any restaurant (or special event). When asking to speak with a supervisor or someone who might be more knowledgeable about the particular question (in one case, I asked about booking for Christmas and the agent did not know what the date of Christmas Day was, then kept asking repeatedly for me to repeat the date while saying "allow me one second please" for about 10 minutes).

So frustrating...never had this experience before! Sometimes there is a survey at the end of the call, but one particularly frustrating time, I waited for the survey and just got blank air...I suspect that the particular CM didn't disconnect the call and was waiting for me to hang up so that I could do the survey!

Anyone else having this experience lately?

I think I had the same person earlier today. I have never had an issue before, actually always the opposite. I am guessing she had to be training or something. She fumbled what she was saying and didn't know what a fantasmic package was. I was nice and decided to call back later. She did tell me I should only try for dining ressies at 7am, they are all taken by afternoon, so I am probably wasting my time, keep in mind I was looking for September hoping for a cancelation, so it was not my 180 day out call.

 

[bytheblood]

So frustrating...never had this experience before! Sometimes there is a survey at the end of the call, but one particularly frustrating time, I waited for the survey and just got blank air...I suspect that the particular CM didn't disconnect the call and was waiting for me to hang up so that I could do the survey!

Anyone else having this experience lately?

I have had this happen several times when I get a CM who is obviously not having a good day. I always make a note of their name when I ring in and then go to http://www.disneysurvey.com/surveys/000401/default.htm if needed.