unhelpful CM

[mmmears]

This is why I now stay on the line and answer the survey, even though I dont have a toll-free number. If I get terrible service, and if I get great service, I really want Disney to know about it. I just hope someone's listening...

 

[Sawyer]

5 minutes ago I was just LIED TO by a CM!! Was trying to book rooms at the Poly from Oct 6 - checkout Oct 12. The online reservation said it was full, but that October 5 - Oct 11 was available.

Called Disney just to double check. The CM (was testy from the get-go saying that she couldn't understand me. Ha! Her accent was so thick I was the one having trouble understanding her) anyway she confirmed Poly unavailable 6-12. I asked her to check 5th with checkout on 11th and she immediately said "unavailable". (for the record I was being sweet as sugar to her) I said "well, errr, okay I guess we'll just have to reevaluate our trip plans..." and hung up feeling so sad

THEN I went back online and guess what: I was right and I booked the Poly online for the 5th check out on 11th!! Made my deposit, got my confirmation email and number, etc. etc.

All I can say is that it's a good thing I didn't believe that rude, unhelpful CM or we'd be scrambling trying to figure what the h-e-double-hockeysticks to do right now!!

 

[TheRustyScupper]

I have had several "interesting" calls with CM's at CRO. The funniest was the dining CM who wanted to know WHICH castle at WDW I wanted to eat at.

1) Not all dining CM's are Disney employees.
2) There are quite a few off-site independent contractors.
3) Many, or most, have never been to WDW.

 

[minijeanie]

I have never ever had a problem hearing a cm...I also have never had a cm wo was not knowledagble. I do take that survey every time I call to express my disdain for all the same stupid questions they ask you. what a waste of my time....I hate it..

Hope they change their line up. It actually makes me frustrated so much so that I have to force myself not to take it out on the poor cm on the on the other end of the phone.

 

[IlovemythreeC's]

Make sure you take the time to compliment the CM's who are good so that they can be rewarded for a job well done.

I agree with this.

I had the funniest experience earlier this month. I decided to add a the 'Ohana character breakfast at 7:30 so we could make rope drop (We are early risers ~ my kids just will not sleep in ) She asked me in the most mellow voice, do you REALLY want to do this to yourself on vacation. I thought it was so funny.

 

[Aimeedyan]

I'm not surprised...I called the dining reservation line and told the CM I wanted to change a few of my ADR's...he said 'what are ADRs?' I thought he was kidding so I said "ya know...dining reservations." He replied "Oh, I've never heard them called that." And he was serious....I know Disney changes the 'term for dining reservations' but I know in the last, what, two years they've been referred to as ADRs.

Lesson learned...some CM are well informed and other, well, aren't. If you don't get a good CM hang up and call again. Thankfully I've only encountered a handful of clueless or less than helpful CMs.

ADRs is an abbreviation used on here. It's not a Disney term. Believe it or not, the percentage of DISers who call Disney World is very small.

Disney has NEVER used the term ADR - they for a few short months a few years ago changed it from priority seating to advanced dining reservation, thus the ADR stuck here, but Disney realized advanced dining reservation was redundant so they just call it a dining reservation. "ADR" drives me crazy so I just call it a dining reservation, which is what CMs expect to hear on the other end of the line when you call.

Unless the CM worked there those few months a couple of years ago, even advanced dining reservation would be a new term. Practically none of them would know what an ADR is since that's a Disboard name.

Doesn't mean they are ill informed at all.

 

[JeanneLB]

We had an experience with a male CM who told me when I made reservations for the poly luau, and knew we had free disney dining, that we had to pay for the entire price up front. I didn't know any better so I gave him my credit card info, and sure enough, it came out. I asked him how we would get the money back since we had disney dining and he told me when we checked in to tell front desk and they would refund the money. So, o.k., I had to call back about another ADR and a new CM asked why we payed when we had free dining? I told her what was told to me, and she said that that was not so, and took the time to refund the money back into our account within 48 hrs. But unfortunately, the guy reserved the wrong night (Wens. instead of Thurs.) and they couldn't switch the nights because nothing was available. So we had to rearrange alot of stuff so we could go on the new night. I'm glad though for the lady who helped me get everything straigthened out. She was a God sent, and it took about an hour to get it done. SO, if anyone tells you you need to pay for ADRs in order to hold a reservation when you have FDD, don,t believe them, and ask for someone else. JeanneLB

 

[Britt7]

I did take the time to complete the survey after my second - and MUCH more productive phone call. Gave her top marks. I was just too upset after the first call that I did not even think about the survey. It hit me as soon as I heard the little prompt about it during my second call and I was really ticked at myself for not thinking of it!!!I have to call tomorrow morning to make my ADR's - wish me luck and a friendly and knowledgable CM!!!

 

[dogodisney]

I have had several "interesting" calls with CM's at CRO. The funniest was the dining CM who wanted to know WHICH castle at WDW I wanted to eat at.

I would answer -- the pink one at the Studios. (ToT)

I agree with this.

I had the funniest experience earlier this month. I decided to add a the 'Ohana character breakfast at 7:30 so we could make rope drop (We are early risers ~ my kids just will not sleep in ) She asked me in the most mellow voice, do you REALLY want to do this to yourself on vacation. I thought it was so funny.

 

[Jedi_Galvatron]

5 minutes ago I was just LIED TO by a CM!! Was trying to book rooms at the Poly from Oct 6 - checkout Oct 12. The online reservation said it was full, but that October 5 - Oct 11 was available.

Called Disney just to double check. The CM (was testy from the get-go saying that she couldn't understand me. Ha! Her accent was so thick I was the one having trouble understanding her) anyway she confirmed Poly unavailable 6-12. I asked her to check 5th with checkout on 11th and she immediately said "unavailable". (for the record I was being sweet as sugar to her) I said "well, errr, okay I guess we'll just have to reevaluate our trip plans..." and hung up feeling so sad

THEN I went back online and guess what: I was right and I booked the Poly online for the 5th check out on 11th!! Made my deposit, got my confirmation email and number, etc. etc.

All I can say is that it's a good thing I didn't believe that rude, unhelpful CM or we'd be scrambling trying to figure what the h-e-double-hockeysticks to do right now!!

The CM didn't lie to you. Online bookings are completely separate from CRO reservations. For any given day a specific block of rooms is allotted to online booking. Those rooms are NOT available to a CRO cast member as they are held for online bookings, just as online bookings never show the complete availability for a resort for the opposite reason. You were not lied to, just to make you feel more at ease with Disney.

 

[Disney Gator]

I don't know that anyone would really get a front desk if they asked for it. (Imagine all the calls a front desk would get.)
Most likely the "front desk" was just another call center. Just judging by the Dis and what I see, the mugs are generic, but there is signage they are only good during that specific resort stay. (But let's not start THAT debate! )

You are both right and wrong. If you call the resort you get the call center. These people don't know anything that you couldn't find in a brochure. If you do get through to the front desk you are talking to people at the resort, just in a back office behind the actual front desk, I did this job and we hated the call center because they couldn't answer basic questions and put the Guest through to us. (if they put you on hold, they are prob talking to us)

Also, calling the front desk to inquire about refillable mugs, or restaurants, or the pool...not always the best idea. I knew the basic stuff, but outside of hotel operation info I wouldn't have been much help.

 

[TiggerInLBV]

I have had several "interesting" calls with CM's at CRO. The funniest was the dining CM who wanted to know WHICH castle at WDW I wanted to eat at.

Actually, Princess Storybook Dining IS in a castle in Norway at Epcot. You just don't realize it as you are up so close in front of it when you are standing in front of it so the CM was just being honest.

 

[Matt'sMom]

I have had several "interesting" calls with CM's at CRO. The funniest was the dining CM who wanted to know WHICH castle at WDW I wanted to eat at.

Um... you do know there ARE more than one 'castle' at WDW that offer princess character meals...right?

There are the Princess Storybook meals at Akershus Royal Banquet Hall in Norway at EPCOT. And of course there is Cinderella's Royal Table in MK. But depending on how you worded your ADR request, the CM probably needed to clarify specifically just which princess meal and castle you were asking for. They were being kind (not dumb), and trying to make certain you got exactly the ADR that you wanted.