Undercover Tourist problem

[DVCTiff]

I ordered tickets for our upcoming October trip in mid-August and by the first week in Sept, when we hadn't received them, I got worried. Long story short, the tracking number says they got to a post office two hours from us and then that's the last anyone knows of them. UT has been somewhat helpful but won't reissue the tickets even though I have proof (as best I can) that we never received them. They have sent me copies of the tickets to take to the Disney customer service and Disney should issue us the lost tickets. But there is no guarantee that they will. We could be out $500 in tickets, which you can imagine makes me a little more than anxious. Has anyone else gone through this? I have to say that all this worry is not worth the Mousesavers discount one bit. I'll let you know what happens when we get back on October 14th!

 

[Mickey1122]

I hope everything turns out all right.

 

[ACDSNY]

I had the same thing happen to me with another company. They very quickly cancelled the tickets and resent new ones. Try contacting UT again and see if they can do this for you. If not, I'd notify mousesaver of your difficulties.

We seem to have trouble with our mail sometimes. Our DD just received a letter mailed Aug 31st on Sept 13th and it was mailed only 6 miles away.

I hope everything works out for you!

 

[schatterjee]

That would be nerve wracking. I've had great luck with UT - hope it works out!

 

[DVCTiff]

UT will not cancel and reissue so for now we wait .....

 

[lil mermaid]

Wow - did you pay with a credit card? If you did, you should dispute the charge. I am sure that they will take care of it for you if you explain it to them the way that you have explained it here.

You are right, that Disney may or may not reissue the tickets. I wouldn't want to take that chance. It could really put a big damper on your vacation!

I hope that it works out for you.

 

[alwayspooh]

That so awful I hope you get things straightened out. Here is a little pixie dust being sent your way!!!

 

[whogirl'smom]

I'm so sorry you're going through that I would be frantic! I was just about to order our tickets through UT for Oct. 7, but now I'm a little scared. I may just order through WDW and eat the extra $10. Sending good luck your way !

 

[5disneyfreaks]

I'm so sorry you are going through this. I just can't believe they won't reissue you new tickets. I do hope all this gets worked out for you. I, too, am sending pixie dust your way.

 

[maciec]

I am with the other poster ... call you credit card company and let them know what happened. They should be able to get you a resolution rather quickly.

Good Luck!

 

[chaoskids]

How awful!! I'm just getting ready to order our tickets from UT as well. I think I'll hold off for now. Good Luck.

 

[UnderCoverTourist]

We understand the concern caused when tickets get misplaced by the post office.

We have delivered hundreds of thousands of tickets successfully over the past seven years. A few hundred get lost in the mail. We have NEVER had a customer refused a reissue by Disney, we are just not allowed to guarantee it as Disney reserves the right not to.

We have NEVER had Disney refuse a ticket reissue to our customers (they have no reason to) and the process takes a couple of minutes; not perfect, but better than having 2nd set of tickets lost again in the mail.

We request that you try this proven procedure of having Disney reissue, as an earlier poster mentioned, sometimes a post office has ongoing problems delivering mail and the new set of tickets often also get lost/misplaced. Sometimes they have a new mailman who delivers to the wrong house, or even a bad apple who may be taking items from the mail, which gets quickly resolved.

If you order from Undercover Tourist you will receive your tickets, if something happens beyond our control, such as the post office misplacing the tickets, we have simple procedures in place to resolve the issue.

If for some reason Disney did ever refuse (which they have never done with Undercover Tourist issued tickets) we would of course take further action, you will always have your tickets.

We have been in contact several times regarding this issue and have agreed that if Disney refused, that DVCTiff could purchase new ones at the gate and we would refund the total amount paid from the original order. We request you try this option first. Tickets almost never go missing, when they do a few minutes procedure takes care of it, we have never had a reissue refused.

A disputed charge results in great damage to a company and increases costs for everyone; it is normally conducted when a company has been dishonest or unreasonable, we trust that we are being reasonable. If a customer felt we were being unreasonable or unresponsive, we would hope they would inform us before taking such action.

If you are looking for further resassurance please read http://www.mousesavers.com/wdwtixadvice.html#important This is why we photocopy every ticket we send out.

Thank you.

Undercover Tourist

 

[maciec]

It's great that you have come here to explain this on the DIS. I think it would have been just as nice to explain this whole process in detail to the OP so that he/she wouldn't have come here so upset and worried.

I think that now that those on the DIS have heard in detail your process for when the tickets get lost you will have a lot of relieved customers.

Thank you!

 

[Lizzybear]

I've bought from them before with no problems, hope yours are sorted out soon! Sounds like they will be from the post a couple above me =]

 

[UnderCoverTourist]

Dear maciec,

Thank you.

We all want a smooth process, you order; we send you tickets at a discount.

We had been in contact several times but obviously we did not explain it clearly enough and offer enough reassurance, we apologise for that. When things do go wrong such as a post office misplacing tickets or if we fail to reassure someone, we will continue to work with them via email, phone, private messengers and of course on the forums if we are mentioned directly.

Thank you for your understanding and kind words.

Undercover Tourist

 

[Daryl]

misplacing the tickets, we have simple procedures in place to resolve the issue.

A disputed charge results in great damage to a company and increases costs for everyone; it is normally conducted when a company has been dishonest or unreasonable, we trust that we are being reasonable. If a customer felt we were being unreasonable or unresponsive, we would hope they would inform us before taking such action.

Undercover Tourist

Thank you for replying here on the DIS. Aside from being a very welcome and rare post from a vendor addressing a problem, It's a very good business decision. It would also be good business to offer the option of replacing the MYW tkts via Fed-Ex at the OPs expense. This would address your concern regarding the tkts getting lost a second time.
We all appreciate your posts but I would defiantly dispute the charge if no further arrangements were made to deliver TKTS I had paid for and not received.
You are right, WDW does usually replace lost tkts with a photo copy, but if for some reason they don't, it is unreasonable for you to expect the OP to pay again and wait for a refund. Vacation dollars are hard to come by. It would be terrible if the unthinkable happened and the OP found themselves in the hole to the tune of $500.00 before their vacation even begins. Your offer to reimburse won't help a family on a budget standing frustrated at guest services.
DVCTiff, please, please, let us know how this turns out. If you don't want to go into detail, please let us know if you are satisfied with the outcome

 

[UnderCoverTourist]

Dear Daryl,

Your comment "It would also be good business to offer the option of replacing the MYW tkts via Fed-Ex at the OPs expense. This would address your concern regarding the tkts getting lost a second time."

Disney does not allow us to reissue tickets ourselves, they require the customer to do so (for security reasons). There are many security issues involved for all parties and there maybe an issue at the address being sent to; not just the regular post office. We cannot give out too much information publicly about what can be done and what cannot for security reasons (we do offer solutions to the customer privately). Hopefully anyone on this board who have ever lost tickets can verify that they received their tickets and there was a variety of options available and it worked out.

Your comment You are right, WDW does usually replace lost tkts with a photo copy, but if for some reason they don't, it is unreasonable for you to expect the OP to pay again and wait for a refund.
Disney has always replaced our tickets, we cannot go into this further, but they always replace our tickets.

If they did not replace them, we would immediately do so, we would turn up at the gate in a few minutes and personally hand the tickets or give a refund on the spot to the customer if required, but they have always replaced our tickets.

We go through a series of steps and ask if the customer is happy with them. If they are not we offer additional options. It seems that there was a misunderstanding possibly on our part about how comfortable the customer was.

There are some serious security issues both internal and external that prevent us from publicly divluging more detailed solutions to these kind of situations. We send out millions of dollars of tickets that have real value in the mail.

Please trust that we cannot explain everything publicly and try not to go into too much detail, something that seems really simple is often not.

Every Undercover Tourist customer will receive their tickets and we do verify that the customer is comfortable before taking a step. Obviously this time the customer was not comfortable. We have taken an additional step with the customer and hopefully this will resolve the situation. I cannot explain what that step is as we don't wish to expose any parties (customer, ourselves, Disney) to potential fraud, whether it be internal or external.

The loss of tickets in the mail is a VERY rare event, but if it happens we will be with you until you get your tickets.

Thank you

Undercover Tourist

 

[DVCTiff]

Thanks everyone for your concern. UT has been great explaining that the situation will be resolved, and I feel confident that we will get our tickets without a hitch. I was not aware of all the security issues that are involved.

They now understand that telling a customer that Disney "should reissue the tickets" is problematic. We like our vacation plans firmed up, and some of us (you know who you are ) can't handle unknowns in our Disney-planning equations.

All in all, I think this is a great example of a company working with the DIS community and respecting us a valuable customers.

The minute we have tickets in hand and I have DH's family settled in our villa, I will post an update.

 

[jjarman]

Glad you are feeling more confident about your tickets. This is my big worry about ordering from another vendor. I had planned to order out tickets from TicketMania mainly because they seem to be the only one that can sell me 8 day park hoppers. Most others are 6 or 10 day. I am always paranoid that something will be wrong with the tickets and I will have to buy new ones when I get to the parks. For my peace of mind I am buying mine at the resort or from Disney ahead of time. That is just me though.

 

[UnderCoverTourist]

Dear DVCTiff,

Thank you for posting that it worked out, we appreciate this board and it's members.

It helps us improve our communication skills, procedures and confirms when we do things right too! Clearly we need happy customers to stay in business but we also take pride in our work.

Thank you

Undercover Tourist