Updated w/ Disney response. Confirmation email and reciept are jokes! Beware

[JimmyV]

If you look for things to complain about you will find something. And that is true of every business.

While this is true, at WDW you used to have to look reeeeaaally hard. Things like this support my view that the single biggest change at WDW (and one that cannot really be debated) is that they have cut the workforce too much. Too few CMs doing the jobs that used to be done by many more. It causes details to be overlooked and stress on the job. And the college program has taken over too many jobs with temporary workers doing what full-time people used to do. There is no way that a workforce of low paid temps with finite end dates can replicate the work of full-time workers hoping for raises and/or advancement. An unemptied garbage can is simply someone not doing their job or having too many responsibilities such that they ignore lower priority tasks. This didn't used to be the case.

 

[mom2rtk]

Things like this support my view that the single biggest change at WDW (and one that cannot really be debated) is that they have cut the workforce too much. Too few CMs doing the jobs that used to be done by many more. It causes details to be overlooked and stress on the job.

Agree 100%. This has been my contention for some time. Backed up with posts from CMs in various threads in recent years. There is no way they can cut the way they have and maintain that customer service brand they worked so hard to cultivate through the years. Adding in the issues with MM+ has only exposed that issue more as people have more issues, and more CMs are pulled into GS to help.

 

[JimmyV]

It was a computer glitch. They won't give you those 2 days for free. You can either take the $200 and goodies and move on or you can let this consume your life and ruin your trip. The choice is yours.

 

[ziravan]

Most of the people on the Disboards are people who really love Disney. And it takes an awful lot to get them to view Disney in a negative light. I'm not sure what level of horror would have to be reached to get those same people to stop going to WDW.

A negative impression on the boards doesn't matter much when everyone keeps taking their Disney trips.

I'm not so sure. For example, as a result of reading these boards (not this thread), many people are worried that if they change their plans at all within 60 days, they'll lose their fastpasses. If people start acting on that, how much money will be lost by Disney?

Disney doesn't just make money because you'll come. They make money because you keep spending money the whole time you're there. A trusted company with a reputation for making things right will get more of those dollars.

I'm not suggesting that people, even the OP, will cancel their vacations because of this. I won't, I'll be there in less than 2 months.

Still. There is a price for negative publicity. The details of this thread is exactly something that Disney shouldn't want out there. A company that won't keep it's word is a company that will stifle the free flow of dollars from even it's loyal customers.

As you say, this is disboards. The almost twenty thousand readers of this thread aren't just random people. These people are here because most likely, they'll be spending money at Disney within the next year. This is the exact audience that Disney should be motivated to WOW.

 

[AngiTN]

Still. There is a price for negative publicity. The details of this thread is exactly something that Disney shouldn't want out there. A company that won't keep it's word is a company that will stifle the free flow of dollars from even it's loyal customers.

Eh, one report of a glitch like this is not going to have much of any impact. It's going to take more than one to get up the masses to react.

 

[Disney Frenhines]

OP, I just wanted to encourage you to email the details of your issues (receipt not matching MDE, rudeness of CMs you spoke with) and not wait. I've found guest services to be extremely responsive. I had a few minor issues with my last stay (poor room location complete with daily early morning wake up call via the beep-beep-beeps of utility vehicles and lack of turndown service for half of our stay). Obviously not horrible issues but certainly our trip was impacted. I emailed a brief, bullet format email mentioning our issues and who I'd spoken with at the resort . I was flummoxed when I received a phone call asking me to elaborate and was ultimately offered a generous "we're sorry" gift--a night free at the deluxe CL resort of my choice

Would that poor room location by any chance be in building 4 of POFQ facing the car park, I was put there twice, the second time I asked for another room and was told that there were none. Every morning I was woken at 4.15am by service vehicles and on a previous visit to FQ I came in to find my TV on and tuned to a Spanish soap opera several times and twice the mousekeeper, Ana, barged into my room after it had been done claiming to have left something behind,but, couldn't find it she probably remembered not turning the TV off, I wish I had complained now as she should be cleaning and not watching TV, but, at the moment I am completely unenamoured by POFQ, poor food, grumpy and rude conceirge CM as well as the issues above, I had a completely different experience at Pop, lovely helpful CMs, good mousekeeping, lovely quiet room in the 50's building (asking for that again) which I why I cannot justify paying extra for moderates at the moment, I changed my reservation from FQ to Pop when I returned in May and and got $1300 off my holiday.

OP, If you have hard copies of the confirmation and they have taken a deposit that is on that confirmation then you have a contract between you and Disney, if you are still having issues then threaten to seek legal advice, that worked with me and HP, months of them refusing a refund on that rubbish tablet they produced then sold cheap and offering refunds to idiots like me who bought it at full price, despite my sending them all the paperwork required (copies, always keep the orginal) I finally told them I was seeking legal advice, next day the refund was actioned after so much nonsense from them. Worth a try in any dispute where you know you are in the right.

 

[angeluna]

So when the glitch was in your favor (paying for 7 instead of 9 nights) you were okay with the total amount due?
I think you and Disney are equally responsible for the mess and I think their way of "making it right" for you is more than generous.

Just how am I responsible? I never noticed an error. Yes later I would have sat down and more than likely broke everything down. I am like most of you and over analyze everything. But, I do have a life, job, family. I hadn't taken the time to do that yet. And if you had read my posts, you would notice that I stated that the price would have been fine. It's more of how it has been handled that has upset me. And since they are so wishy washy, then yes, I became frustrated and felt that they should honor it. Sorry if that upsets you, but maybe you shouldn't judge unless you've walked a mile in my shoes. In saying that though, I know I did ask what you would all do. So I do appreciate your opinion. Disney is changing though. But sadly so are most of American businesses. Everything is about the bottom line now. I see it everywhere. It's just a slippery slope.

This will not consume me or my life. I will have a wonderful time there because I will be with the people that matter most to me. At the same time I will probably call Disney back and discuss it further, but I will not obsess over it.

 

[flicx]

I find it funny how a lot of the same posters will let computer glitches that Disney has that don't work for customers go. They'll say stuff happens , don't worry about it etc. for lost fast passes, missing dining reservations, hours spent in line at guest relations and so on and so on. Errors that cost the consumer time. Time that costs them money , as we are paying for our time at the parks. However when a glitch goes against Disney they should not have to honor it. It's a two way street here. I agree with many on here the customer service has gone down hill drastically at Disney. It is a shame!!

 

[EMode]

Just how am I responsible? I never noticed an error. Yes later I would have sat down and more than likely broke everything down. I am like most of you and over analyze everything. But, I do have a life, job, family. I hadn't taken the time to do that yet. And if you had read my posts, you would notice that I stated that the price would have been fine. It's more of how it has been handled that has upset me. And since they are so wishy washy, then yes, I became frustrated and felt that they should honor it. Sorry if that upsets you, but maybe you shouldn't judge unless you've walked a mile in my shoes. In saying that though, I know I did ask what you would all do. So I do appreciate your opinion. Disney is changing though. But sadly so are most of American businesses. Everything is about the bottom line now. I see it everywhere. It's just a slippery slope.

This will not consume me or my life. I will have a wonderful time there because I will be with the people that matter most to me. At the same time I will probably call Disney back and discuss it further, but I will not obsess over it.

Um, I'm not upset over your situation and as far as judging well you came to a public message board and posted your ordeal. I'm sorry if you you are upset that you didnt get all "oh you poor thing, Disney should do whatever you want to make it right replies".
I stand by my comment, it was part your responsibility to know exactly what your vacation costs would be when booking, and when you noticed an inconsistency you should have notified Disney to make sure there wasn't a problem. You seemed to be more than happy to pay less for your 9 nights than you should have, i.e you had no problem with the glitch when it favored you. When it was suddenly going to cost you more (although not really since that is what it should have cost in the first place) its all Disney's fault? I don't think so, but you are free to feel differently, and if you don't want to hear other's opinions then don't post on a discussion board.

And FTR, most all of us have families, and lives to live but we don't use that as an excuse for when we don't do something we should have.

 

[maxiesmom]

If you are going to continue to discuss this with Disney, does that mean you are not accepting the $200 back, or the extra FP+s or the ice cream? If you accept them it looks as if you are willing to let things go. I don't think you can accept any of the above and still press them for even more $$$ back.

 

[itchin2go]

Just how am I responsible? I never noticed an error. Yes later I would have sat down and more than likely broke everything down. I am like most of you and over analyze everything. But, I do have a life, job, family. I hadn't taken the time to do that yet. And if you had read my posts, you would notice that I stated that the price would have been fine. It's more of how it has been handled that has upset me. And since they are so wishy washy, then yes, I became frustrated and felt that they should honor it. Sorry if that upsets you, but maybe you shouldn't judge unless you've walked a mile in my shoes. In saying that though, I know I did ask what you would all do. So I do appreciate your opinion. Disney is changing though. But sadly so are most of American businesses. Everything is about the bottom line now. I see it everywhere. It's just a slippery slope.

This will not consume me or my life. I will have a wonderful time there because I will be with the people that matter most to me. At the same time I will probably call Disney back and discuss it further, but I will not obsess over it.

I sympathized with you when I first read this. I really did, and I wondered what Disney would do.

Now that I know what they have done, I think it's plenty.

It's 10 days later, and what they've offered is enough.

A computer glitch is not a sign of a downward spiral. It's just a mistake. Businesses make them all the time. I, for one, would have been shocked if they had honored the glitch price. Hilton wouldn't. Why would Disney? It's not a benevolent wish-granter. It has always been a business. Nothing is changing .... except maybe your perception.

I think perception is the problem here. I perceive that no one was ever entitled to two free nights due to a computer glitch, so I perceive that $200, extra FPs and ice cream are a windfall ... and were I to find myself in your position, I'd be thrilled ... and I would let it go.

 

[OurBigTrip]

I sympathized with you when I first read this. I really did, and I wondered what Disney would do.

Now that I know what they have done, I think it's plenty.

It's 10 days later, and what they've offered is enough.

A computer glitch is not a sign of a downward spiral. It's just a mistake. Businesses make them all the time. I, for one, would have been shocked if they had honored the glitch price. Hilton wouldn't. Why would Disney? It's not a benevolent wish-granter. It has always been a business. Nothing is changing .... except maybe your perception.

I think perception is the problem here. I perceive that no one was ever entitled to two free nights due to a computer glitch, so I perceive that $200, extra FPs and ice cream are a windfall ... and were I to find myself in your position, I'd be thrilled ... and I would let it go.

This.

I too have a spreadsheet, with rows for different resorts, columns for different prices (rack rate, 10% off, 15% off,etc.) a column for number of nights, and a column for the total, including tax. It's all filled out before I even pick up the phone to call Disney for my reservations, and I can plug new numbers in on the fly while I'm on phone, so I know the moment the CM quotes the price whether or not something is amiss.

 

[Sneezie]

When I was going around getting quotes to build my house, I received an extremely low quote from the person doing my siding. It was so low that I made him go through the items with me line by line... We came to an agreement and I signed. Well, after he'd purchased all of the materials he called me frantically... he'd forgotten to charge me for labor. His labor charges brought him well out of the range of what would have been my best bid. Yeah, okay, dude sorry but I know a bait and switch when I see one.. You're going to honor the price you quoted. Yes, as I said it was much lower than the other quotes I had, but I assumed the labor was included in the line item since he made no mention of labor (some other companies bids were that way). He eventually realized that I was not going to budge and had to soak up the loss... he learned a lesson.

I would be highly upset and consider canceling my trip if they didn't rectify this situation satisfactorily. It is their job to make sure that the prices are correct, not yours. They should be held accountable. If someone had never been to Disney before and didn't know that their prices were incorrect went out there expecting a 9-day trip and on the 7th day they were given the boot because they had been mistakenly charged for 7 days instead of the 9 they thought they had and their confirmation paper said they had how would they handle that?

 

[momof2n2]

OP - Oddly enough, I had checked for your thread a few days in a row, then missed yesterday. Now there are WAY too many responses to read.

It stinks what they did. It is absolutely ugly. And the fact that they are so inconsistent in their response to you makes it more pathetic.

Sadly, as much as I would like to see you get your nine days for the amount you already paid *ETA committed to paying (as the email confirmation states) I am afraid I am going to suggest you cut your losses.

It just stinks. But, you know?... I think Disney kinda stinks these days.

My opinion is they just. don't. care. They don't. They don't have to. They have lots of warm bodies in their parks, making reservations from their recliners before they get there; and a whole stream of folks back home saving their pennies for their BIG TRIP to see Mickey Mouse. Frankly, if you cancel your reservation and go to Yosemite instead another family will scoop up your room.

We Disney-goers keep going back despite declining product and service (yes, this is my opinion). Why WOULD they try harder?

yeah - I'm pretty negative. We voted with our wallets this year and ditched WDW. And I know we missed it more than they missed us.

I really am sorry. I hope you enjoy your extra fastpasses.

 

[larryz]

That's going the extra mile that we have come to expect from Disney. But, alas, it seems going the extra mile is becoming more rare at Disney.

At WDW, the "extra mile" is what you have to drive when they close down major roads to accommodate the marathon and half-marathon runners...

 

[kaytieeldr]

Sadly, as much as I would like to see you get your nine days for the amount you already paid (as the email confirmation states) I am afraid I am going to suggest you cut your losses.

She hasn't paid the full amount. She paid the deposit only. You're saying she should get her whole package for the $200 deposit. Seriously?

 

[Tonyz]

Wait, so you're mad that you ended up having to pay for nine days when you were going for nine days??

Anyone who does an iota of research knows how much you're gonna end up paying for a trip. If my final price was 600 bucks lower than I thought it would, I'd think something was wrong. I wouldn't just blindly confirm the purchase. Why didn't you notice that something was wrong when you originally booked the trip? Why did you just assume that you randomly got a 600 buck discount?

You're basically getting a free 200 bucks and extra FP+'s for buying a vacation. To me that is 200 bucks (and free FPs) too much. And you're still unhappy? You don't deserve anything! I find it absolutely laughable that you felt entitled to more.

Disney's guest service seems to have been fantastically generous in this situation. You're just being greedy.

I can't believe people are treating the OP like she's some wounded animal. I personally think OP comes off incredibly bad in this situation.

 

[Planogirl]

I think that part of the problem is that the original CM interaction was apparently confusing and handled poorly. There is no need for that. Things tend to spiral when problems aren't handled in a professional, polite manner.

 

[Tonyz]

I think that part of the problem is that the original CM interaction was apparently confusing and handled poorly. There is no need for that. Things tend to spiral when problems aren't handled in a professional, polite manner.

Yeah, but who knows how rude the CM really was. We're only getting one side of the story. And who knows if OP was rude to the CM??

 

[Suzie13]

Wait, so you're mad that you ended up having to pay for nine days when you were going for nine days??

Anyone who does an iota of research knows how much you're gonna end up paying for a trip. If my final price was 600 bucks lower than I thought it would, I'd think something was wrong. I wouldn't just blindly confirm the purchase. Why didn't you notice that something was wrong when you originally booked the trip? Why did you just assume that you randomly got a 600 buck discount?

You're basically getting a free 200 bucks and extra FP+'s for buying a vacation. To me that is 200 bucks (and free FPs) too much. And you're still unhappy? You don't deserve anything! I find it absolutely laughable that you felt entitled to more.

Disney's guest service seems to have been fantastically generous in this situation. You're just being greedy.

I can't believe people are treating the OP like she's some wounded animal. I personally think OP comes off incredibly bad in this situation.

My understanding was that it was a free dinning issue? Have I read wrong?