Update - lost 5 day Hoppers from Connections - Disney is WONDERFUL!

[treloarf]

I thought I would let everyone who has followed my story of losing 4 - 5 day hopper passes (that were never used) purchased from Connectioins know what has happened. After repeated tries with the Connections (as many of you know), I submitted the info to my credit card company seeing if they could do anything. They said the only thing that they could dispute would be that if I didn't receive the merchandise or if it was damaged in some way. So after hearing from them, I wrote letters to the Better Business Bureau, President of Connections, Director of Membership of COnnection, and the Director of Ticket Research at Disney. I have put many, many hours of research into all of this, but have learned a valuable lesson. COPY THE TICKETS!!!!!

Well, today, I received a call from the DIsney Ticket Research dept & guess what? They reviewed all of my documentation & have decided to send me 4 complimentary 5 day hopper passes & asked me if I ever find my tickets, to just send them back.
They also will be reviewing the aspect of COnnections selling these tickets.

I really didn't expect anything from Disney, but what a surprise. I know now why Disney is so successful. They are truely a wonderful company & I thanked them with my whole heart & soul.
I do plan on writing a very nice letter & spreading the word about how they helped me & what a wonderful company they are.

 

[Belle5]

treloarf,
How wonderful!!! I had followed your story and I'm so glad you posted an update!

 

[Miss Park Avenue]

Congratulations! I haven't followed this from the beginning but that sure is a happy ending. I know where NOT to buy tickets!

 

[patsal]

Congratulations on your persistence! I have been following your dilemma, and I must say tht you deserve the tickets! After your problem I amde copies of my tickets and placed a copy in every one of my bags (Overkill much LOL)! Have a great trip.

 

[hercamore]

Yay, good job.

Disney checking into Connections sounds like a reall good idea!.


Herc.

 

[chris1gill]

OH MY GOSH!!! That is so wonderful!! I followed your story & hoped that you would be able to get your tickets replaced!!! I'm so surprised Disney was able to help you!! How did you find all the addresses & such to send your letters to?

I've got to agree though, COPY those tickets DIS'ers!!!

 

[Karel]

I don't know the whole story and since I hope to buy tickets from Connections....

did you actually receive the tickets from Connections or order them and never received them?

Thanks.

 

[Lewisc]

I'm glad Disney was able to help you out. I'm not really sure what Connections did that was wrong? One of the reasons I haven't joined Connections is I have an ethical problem joining, ordering Disney vouchers/tickets KNOWING THAT I HAVE NO INTENTION OF KEEPING MY MEMBERSHIP PAST 30 DAYS. I'm surprised they haven't added a provision requiring you to return what you purchase if you want to cancel your membership.

 

[wvjules]

I don't understand why this is either Connections or Disney's problem. You lost the tickets, not either one of them. I don't see why you expected Connections to replace tickets they sent to you that YOU lost.

 

[jennymouse]

After following your story, I'm so happy to hear that Disney decided to help you out!! It's good to hear a happy ending to the story.

wvjules, no, it wasn't Connections or Disney's problem. But have you ever heard of a thing called customer service? I'd say if you lost over $1000 worth of passes, you'd be hoping for a little help too.

If I remember correctly, Connections refused to give her the number sequence of the tickets so Disney could cancel them out and issue new ones...Connections said they wouldn't do it because she cancelled her membership at 30 days. Pretty tacky, if you ask me.

Disney didn't have to do anything, but being the class act that they are, they stepped up.

 

[wvjules]

Connections said they wouldn't do it because she cancelled her membership at 30 days. Pretty tacky, if you ask me.

Which is tacky, that they didn't give her the numbers or that she cancelled the membership before the trial period ended after she ordered her tickets? If I had lost $1000 in tickets, it would be my fault and mine alone. I wouldn't expect either company to do somethign for me that was obviously the result of my actions. Now that Disney is looking into Connections, all the people that use it may be able to kiss goodbye to their Disney benefits all b/c 1 person couldn't keep track of their tickets.

But have you ever heard of a thing called customer service?

She wasn't a customer of theirs anymore. She used the benefits then cancelled the membership.

 

[AF Brenda]

If I remember correctly, Connections refused to give her the number sequence of the tickets so Disney could cancel them out and issue new ones...Connections said they wouldn't do it because she cancelled her membership at 30 days. Pretty tacky, if you ask me.

I believe they told her that they didn't know the ticket numbers they had sold her. I don't think they said they "wouldn't" do it, I think they said the "couldn't" do it.

I'd say if you lost over $1000 worth of passes, you'd be hoping for a little help too.

Not to speak for wvjules, but I would ask for help, and if no one could help me because I LOST MY OWN TICKETS and I didn't know the numbers, I would chalk it up to experience. I wouldn't be calling the BBB and everyone else complaining about how badly I'd been treated.

 

[Belle5]

Let me explain why I believe Disney would help her. If she was actually able to show proof from her credit card company to Disney that she purchased those very expensive passes-- Disney already has their money from her (via Connections, minus any profit Connections took out). If they believe that their company (WDW) already has the money--then to deny her replacement passes would also mean she's not going to be able to take her vacation, stay in their resorts, eat in their restaurants and buy their souvies. They did the right thing by the customer. They realize how easy it is to lose those little pieces of paper!Did they HAVE to do it? NO! They did the smart business thing, IMO.

 

[Lewisc]

Belle5
Without the numbers Disney has no way to cancel out the original tickets. If the tickets were stolen they are still "live" tickets. Disney made a judgement to help out treloarf for goodwill. Actually they also had to judge the posters honesty since there is no way to determine if the original tickets are sold or used.

 

[bobcat]

I am glad you were able to resove this. I would have been upset as well.

I have to agree that it was bad customer service on Connections part. By offering a trial period for their service they are agreeing to take the risk that people will not continue with them after their trial, and they make a profit on whatever they sell during that time as well.

 

[MrsPete]

I'm happy for you, but I'm really surprised that you were able to get replacements. I mean, you admitted that you had the tickets in your possession, then you lost them, so I thought you were up a creek without a paddle.

By the way, I did take your advice and copied my tickets (front and back).

 

[Teacher510]

Would it be sufficient to write down the numbers on the tickets or do they need to actually see them?

 

[jennymouse]

Originally posted by Teacher510
Would it be sufficient to write down the numbers on the tickets or do they need to actually see them?

I believe this would be sufficient. Seems like I read a trip report once where someone bought thier park hoppers at the park when they arrived...didn't have any way to "copy" them, but did write the numbers down. The next day, one got lost and Disney was able to replace it by the numbers only.

 

[hulabird]

Whenever someone writes a negative event that was their fault it puts a bad light on the company and many times for no reason. What happens is that people screw up and then they blame the company for it and are angry so they tell all of us. Now I have used Connections for two years without a single bad incident, in fact I have had nothing but fantastic service. I have never been overcharged or had to wait more than 3 business days for orders, even emails have been responded to in a day! I have ordered more than 15 times from them without a single problem. I think what happens is that people screw up when they order, these double charges I hear about could be from people clicking the submit button more than once, maybe by accident, but that could result in a double charge and it says so right on the site. I could understand if people were ordering and never receiving orders after being charged or if they got to the parks and the tickets were no good...but I have not heard things like that nor experienced them myself...had i listened to the negative comments about the company, I'd have never have ordered from them at all, but I am glad I did because with all I have received from them I have saved tons of money. If this company was so bad we'd be hearing more bad than good, and thats why I chose them, the good has outweighed the bad by tons, and most of the bad I have chalked up to consumer error and in some cases simple human error by employees of connections like you'd have at any business...even Disney! Just my thoughts and comments from experience I have had to help put the minds of those considering joining connections, at ease.

 

[NancyIL]

It's great that Disney came through for you on this one. I also agree with some others that Connections is not to blame for what happened, and should NOT have gotten the bad rap for this one. This is definitely a case of the squeeky wheel getting the grease.