Vent....Need to blow steam!

[Tammy296]

I am so upset and I have been for about 2 weeks now.

My dd is celebrating her 1st birthday down in Disney. Her father also is 2 days later. I am deaf (with a cochlear implant) and have been avidly trying to arrange for cakes, or something special for birthdays. Since I began planning this trip, making calls has been IMPOSSIBLE. Calling the TTY line never gets picked up. No answering service, nothing!! Calling through the Relay Service (to make ADR's, cakes, or whatever I need) has been a total TRIP in itself. Either I am hung up on, transferred a countless number of times, etc. When I finally got in touch with ONE CM (not one Talking Hands mentioned to me earlier this was before Talking Hands replied) they were no more helpful. Promise of something here or there but then nothing develops or promise and then retreat after you've already told your kids you've been given something!! I can't go into details about what but they've been "trying" to make up for the troubles only to find they aren't really doing anything. I'm so beside myself my stomach has literally been turning flips for three days now.

Disney seriously needs to re-think their advertising and accomodating people with disabilities. If it weren't for this site I don't think I'd even get as far as I have but all in all, I still don't think I've gotten very far.

After a while I have given up trying. When a CM mentioned getting one cake for my dd1 it didn't really seem fair because her father would not have a cake that week either. We were told to bring one in the park! So I'm like don't bother and I gave up on either cake. How do these people with hearing do it? They get the cakes they want!! They can get through without problems. What takes them 5 or 10 minutes on the phone takes me 2-3 hours!! Why is it so difficult for us?

I'm just so frustrated with the current CM. She says one thing then another and it just changes all the time and I'm at the point now where I truly think this trip is going to the pits. I'm not trying to bring anyone else down on Disney (that would be impossible I think!) - I've posted once about this issue already but not to the extent of being fully understood I think.

What would you expect Disney to do about these issues if it were you? The CM says she would do anything to make me happy but everything she says is just... "words" to me. She keeps going backwards on her promises or whatnot. Like what gives? I just get the feeling as if they aren't following through with a) their advertising b) they're accomodations c) just their word in general! How can a CM say they'll do one thing then take it back as if they didn't say they could? I'm confused. I can understand getting a no here and there but on every single cake picture I send? I mean come on!! How about requesting something as simple as having fudge delivered to the room when you don't think a cake is at all possible? Is that really a BIG request? I don't know how to make this trip special for my Fiance or our child at this point. I'm feeling like a complete failure and a powerless one at that.

The CM said they'd make sure I'd have a TTY in my room (when I asked for special accoms) and I replied with "What's the point? No one at the front desk is going to answer their tty if I try to call them on it anyway". I mean that's how bad I've been feeling and how much of a run-around I've been given on the phone etc.

One thing I do know. I will probably never be going back to Disney again!! I just can't see how this is such a magical place. To me, it's fast becoming just another tourist attraction like any other.

 

[ancestry]

After a while I have given up trying. When a CM mentioned getting one cake for my dd1 it didn't really seem fair because her father would not have a cake that week either. We were told to bring one in the park! So I'm like don't bother and I gave up on either cake. How do these people with hearing do it? They get the cakes they want!! They can get through without problems. What takes them 5 or 10 minutes on the phone takes me 2-3 hours!! Why is it so difficult for us?

I'm very sorry that you are having such a frustrating experience. However, I'm not so sure I agree with this statement. I have read many posts here on the boards (in other forums) where people have expressed extreme frustration over trying to order a birthday cake and/or other birthday items. I have also read many many posts where people have been on the phone for hours trying to do this. Personally I think the frustration that you are experiencing is a fairly widespread problem at Disney -- i.e. ordering specialized birthday items.

I hope that you things get better for you and that you can find some magic in your trip when you are there.

 

[Cheshire Figment]

When you call Walt Disney World, unless you really know a direct number, you will get one of two offices.

The Disney Reservations Center (DRC) includes Walt Disney Travel Company (WDTC), Central Reservations Office (CRO), Disney Dining, and some other lesser known information lines. To the best of my knowledge the DRC locations are in the International Drive area, Tampa, Houston, Salt Lake City and somewhere in North Carolina. There may be more. Some of the people working at the DRC call centers may never have been to either WDW or DL (or both).

The Main Switchboard (407-824-2222) is also where all calls to Disney Resorts go if you are dialing the phone number on the back of your reservations form. Also that is where calls go if you dial the Operator from your room, and possibly even calls to the Front Desk. The Main Switchboard people will, if asked, also identify themselves as Guest Services. They can put you through to any number on WDW.

At both DRC and MS they have access to a computer which has lots of Guest Information and it is very well organized. Actually, all CMs who have access to a terminal, or who even can access the "Cast Portal" from off-site, have access to this Guest Services information. I will often open an extra window when I am responding to people and go into the Portal for the latest official information.

When you are referring to the CM you have been talking to, do you know exactly what office or where that person is? Most special cakes are ordered from the Grand Floridian's bakery; which restaurant(s) are you trying to get the cakes for. And generally there is an additional charge for these cakes.

 

[Tammy296]

Chesire,

The CM works at the Grand Floridian with concierge. She's nice but she's confusing the *heck* out of me. I can't really go into too many details on here about what she's been trying to do but I can say this... I haven't been impressed only because everything she tries to do somehow falls through to nothing. It's very discouraging.

But you know? At least I'm in touch with SOMEONE by email. I can give Disney a for that but it took A LOT for me to get that far which just makes me at heart for anyone calling in with a disability. I wouldn't want to do it again believe me. Seriously now...

The first cake I wanted was a pooh cake. No? Ok...so I sent three other pics can you do any of these? no no no... and they were sooooo simple. What can you do then??? Well we can do this but you need to put a cc down first if you are willing to do that we can move forward to planning next. I'm like What?! So you can imagine where I'm going with this. TOTAL CONFUSION. Then come to find out the CM was going to just get a cake for DD1 herself (some idea she came up with) and my ideas didn't seem to matter but for my DF (dear fiance) we have to bring a cake in the park. Excuse me? So I said forget it... no cakes. Bad idea... Not fair for one and the other, no cakes at all. So what CAN I do special? Well how about this...xxx so she goes off and tries comes back and nothing more! I mention having fudge delivered to the room for DF because of no cake. Cannot do that either. Two weeks later and I'm left with nothing more than before and while that's fine I'm still confused. and wondering what I'm going to do when I get down there. We have 2 weeks left.

Basically its just been a nightmare . Right now I'm going with absolutely NO plans and NO expectations because from what I'm seeing... I can't have any. I am so sad for them. This is just how upset and discouraged I feel. DF just tells me we'll go and find a way to have a good time no matter what even if we have to bring a cooler with a cake in it! And he's going on about how he doesn't NEED a cake. blah blah... ok right... That doesn't help but I understand what you're trying to do DF. He's a good guy and I know he doesn't want me to stress out - he's not the one who planned any of this stuff and he's not ONE TO do it but at least he's trying to get my mind off what a bad mother I am and a disabled freak I feel like (pardon others with disabilities...).

I'm no one special believe me but I am a mother whose trying to plan a special birthday for my baby turning 1. WE tried so incredibly hard to have her for 18 months. We have her now and with all of our other issues we're faced with (My df's torn meniscus) and my bad back, I'm not sure what we'll do but we'll figure it all out! I just sit here wondering... ok this is a vacation. if we have to stay holed up in the room all week we will. Maybe I'll get some sleep (I need it apparently). I feel lucky enough just to get a vacation at all I guess.

 

[Selket]

I suppose I'm not the most "birthday cakiest" person around - I'd prefer going to a good restaurant at WDW where they served one of my favorite desserts. Stick a candle in it and "viola"! For the 1 year old - fortunately they are happy with anything.

I have wondered if letting one the travel agents that specialize in WDW (like Dreams Unlimited) vacations handle these issues that arise with special needs is a way of avoiding the hassles. I'm not sure they handle those kind of issues or not.

There are companies who will help you plan a special surprise at WDW - I wonder if one of those could help out? I was just thinking it would be nice to speak to one person who then knows what you want and would do the calling around to find it.

I found this WDW website to set up special celebrations and delivering cakes, etc. to the room and other places: http://disneyparks.disney.go.com/di...index?name=CelebrationsWDWGiftingOverviewPage

I have no advice to give - just trying to brainstorm about the problem. Good luck!

 

[Marquis de Disney]

Would some of this confusion be avoided if you just use one of their theme cake designs as opposed to getting your suggested ideas/pics shot down by the CM?

Also, there are plenty of restaurants and parks that have beautiful, disney themed cupcakes that would be perfect for a toddler's 1st birthday. There are also a bunch of birthday related gift and basket ideas at www.disneyflorist.com that can be delivered right to your resort as well.

 

[PrincessKsMom]

Maybe I'm not understanding correctly, but are you looking to get two cakes for free and you're trying to send them pictures of what you want? I only ask because I notice you don't want to leave a credit card. Also, I'm sure DF, being an adult, would not be upset because DD1 had a cake and he didn't. As for Disney delivering fudge to the room because they couldn't come up with a cake you liked, I really don't think they have anything to make up for or apologize for. I'm sorry if I misinterpreted your post, and I realize you're upset, but it does seem like you're trying to get a lot for free, just because it's their birthdays.

 

[Tammy296]

No, I'm not.

You don't understand.

And yes, paying for a cake would be just fine! You know what else would have been appropriate? Having someone pick up a tty or at least have an answering machine answer the phone when a deaf person calls into Disney!
What I don't get is, when others are paying $48 for cakes and I get charged 90 for the SAME cake? Does that make sense to you?

I think if anyone else here were walking in my shoes for a day in planning this trip they might understand where I'm coming from.

-T

 

[merryweather20]

Maybe I'm not understanding correctly, but are you looking to get two cakes for free and you're trying to send them pictures of what you want? I only ask because I notice you don't want to leave a credit card. Also, I'm sure DF, being an adult, would not be upset because DD1 had a cake and he didn't. As for Disney delivering fudge to the room because they couldn't come up with a cake you liked, I really don't think they have anything to make up for or apologize for. I'm sorry if I misinterpreted your post, and I realize you're upset, but it does seem like you're trying to get a lot for free, just because it's their birthdays.

She wasn't hoping to get anything for free. Since it wasn't possible to order any cake, she was hoping to order something else special for the birthday: fudge. Not sure where you got the idea of free things

 

[Tammy296]

Merry, I'm not sure where they got the idea I wanted anything for free either. I am willing to PAY for a fair service but feeling and being ignored is something I am really unhappy about. It's hard enough being deaf and having to call thru the relay service or tty and not getting my questions answered. It's another when you want to try and plan a 1 yr old's birthday or your Dear fiance's birthday and can't seem to even have any success in getting something (anything) done. It's very discouraging....

Not knocking Disney - they're brilliant about a lot of things they do and no doubt they have a lot going for their business but their advertising & accomodations for the deaf/hard of hearing lately seems to be off in my book.

I am not asking for much. Get courtesy you give it back and likewise. I've already paid over $2500 for this vacation and chose to spend my dd's FIRST birthday there. I'm not asking for a lot. If I could MAKE fudge & send it down, believe me I would but everytime I've ever made fudge I've failed miserably. (always too soft)

-T

 

[pooh4me]

Tammy try this web site www.giftsofalifetime.com I have not used them but the Dis unplugged pod cast team recommends them highly. I'm sure they could help you.

 

[PrincessKsMom]

She wasn't hoping to get anything for free. Since it wasn't possible to order any cake, she was hoping to order something else special for the birthday: fudge. Not sure where you got the idea of free things

As I mentioned in my post, OP mentioned having to leave a credit card and didn't want to. Did she really think they'd make a special request, personalized cake and not charge her? How do they know she won't cancel at the last minute and leave them stuck with the cake? Also, she seemed like she was really disappointed in not being able to have a cake in the parks for DF. So how does having fudge delivered to their room make up for that? I thought the point was to make a big deal of his birthday while in the parks? And since when is it Disney's responsibility to deliver things to people's rooms?

I'm not here to offend anyone or pass judgment, and I mentioned I might have misunderstood.

OP, I can't imagine why they would charge you $90 when everyone else is being charged $46, except maybe that was for the two cakes you wanted? I'm sorry I misunderstood. I realize how frustrated you are, but I don't think you should have DD go without a birthday cake on her first birthday becasue they can't accomodate you for DFs. I'm sure he'd understood.

 

[Tammy296]

In customer service isn't it generally customary to decide with the customer and make sure the customer is getting what they want prior to expecting them to pay for something?

The point of why I was so upset with them asking for my CC was that we hadn't even decided on a cake yet! Of course I wouldn't leave them high and dry and of course you'd give your cc before you get down there but hey all that planning and saying what you want for a cake them saying YES then you give them the CC and them saying NO is another thing.

No, you do not understand what's happened or happening. But thanks for commenting!!

 

[PrincessKsMom]

In customer service isn't it generally customary to decide with the customer and make sure the customer is getting what they want prior to expecting them to pay for something?

The point of why I was so upset with them asking for my CC was that we hadn't even decided on a cake yet! Of course I wouldn't leave them high and dry and of course you'd give your cc before you get down there but hey all that planning and saying what you want for a cake them saying YES then you give them the CC and them saying NO is another thing.

No, you do not understand what's happened or happening. But thanks for commenting!!

Understood. Whatever happens, I hope you're able to have a wonderful, happy, memory filled vacation! And happy birthday to DD and DF.

 

[daisyduck123]

Which resort are you staying at?

I ask because the Boardwalk Bakery has BEAUTIFUL cakes. . If you are staying anywhere near there (BC, BW, Swan/Dolphin) I would suggest that you just walk over there & pick one up.

I also recommend bringing your own decorations & do the room yourself. That's what I did on DD's b-day last year. I even brought mylar Disney b-day balloons & the front desk inflated for me that morning (they have a helium tank).

 

[Schmeck]

If you are asking the bakery at the GF to make a custom cake (not one of their usual options) then yes, they will charge you more. And they will not agree to make it unless you put down a deposit.

OP, did you let the CMs you have spoken to know that you are hard of hearing, and that conversations need to be precise and limited in order to be productive? Perhaps the CMs are not understanding what you are trying to tell them? Although it seems very un-ADA to have a TTY system not working.

Even if you end up just sticking a candle in a cupcake while you are on your trip, your 1 year old won't know the difference, and won't hold it against you!

 

[mrsksomeday]

She shouldn't have to stick a candle in a cupcake if she wants a birthday cake like every one else.

I understand your frustrations. My dbf has Cerebral Palsy and a speech impediment, so he uses an online TTY to make his phone calls. He has been hung up on by many places, but not Disney, although he has not tried to order a cake, he does call and book trips though.

I would be emailing my frustrations and concerns to guest services. If you really want the cakes call the GF bakery back, state clearly what you want, state you would be willing to make a CC hold as soon as you have decided on a design and that you want to take care of this asap. GF can make some awesome cakes but they can't do everything, be flexible.

Good luck.

 

[OneLittleSpark]

Firstly, huge hugs for you Tammy . I'm so sorry you're having such problems organising a special trip for your family. I know it may not feel like it now, but you guys will have a magical holiday, whatever you end up doing.

I'm sorry I can't offer a huge amount of help, but I'll give you what I can. Keep chasing your contact until you get what you need. Work out exactly what it is you want from them, and stick to your guns. If you just want any nice cake with a candle in it, at a certain restaurant or location, tell them that; if you want a particular flavour, design or size, let them know what you're willing to be flexible about (e.g. location). I'm sure you've already done this, and I don't mean to suggest you don't know what to do (you sound like you're handling them pretty well already!), you just have to make sure they know what you will and will not compromise on.

If they have problems with something, or are too vague, ask if you can email one of the chefs to discuss it directly with them. Disney do try to do right by their Guests, but unfortunately they're a big company and things do get lost in the pipelines (I'm not saying this is an excuse for all the trouble you've been through, of course).

If anyone has any special dietary needs, talk to Brenda Bennett about special cakes.

As to not getting a response on the TTY, this isn't acceptable, and isn't very 'Disney'. Write a letter of complaint to them, outlining exactly what problems you've had, how long you've been trying to arrange this, and how you feel they can fix things (getting people to answer their textphones, would help for a start!). I've heard very good reports of Disney's complaints' department, so hopefully you'll get a satisfactory resolution.

I don't know if this has been discussed on another thread, so I'll just be brief. Your DF might find touring the parks easier if you rent an ECV, so he can speed around with you all day. To take some of the stress off your back, you could talk to Guest Relations at the first park you go to about getting a Guest Assistance Card, to allow you to use your DD's stroller as a wheelchair. This will let you take it into lines and pavillions, so you don't have to carry her. I've heard mixed reviews on how easy it is to get a GAC for this, but if you have any problems just ask to speak to a supervisor. Information on both ECV rentals and GACs can be found in the FAQ section, if you haven't considered these yet.

I hope none of this sounds patronising; I most certainly don't want to suggest that you don't know what you're doing! I just know how easy it is to get locked into these things, especially when you're so emotionally invested in the results, and sometimes a fresh pair of eyes can push you in another direction.

Good luck, and I hope you have a truly wonderful time!

 

[merryweather20]

As I mentioned in my post, OP mentioned having to leave a credit card and didn't want to. Did she really think they'd make a special request, personalized cake and not charge her? How do they know she won't cancel at the last minute and leave them stuck with the cake? Also, she seemed like she was really disappointed in not being able to have a cake in the parks for DF. So how does having fudge delivered to their room make up for that? I thought the point was to make a big deal of his birthday while in the parks? And since when is it Disney's responsibility to deliver things to people's rooms?

I'm not here to offend anyone or pass judgment, and I mentioned I might have misunderstood.

Huh? She simply didn't want to pay until she knew what she was getting. As for why does having fudge delivered to the room make up for anything?... Some people like fudge. The cake wasn't possible, you ask if you can order something instead. I think the OP made it even more clear in her subsequent post, that she wasn't asking for free things, so I'm not specifically sure, why you are addressing me with your questions

People get things delivered to their hotel rooms all the time and not just at Disney. So I wouldn't say its a "responsibility" more of a standard service in the industry. I've had everything from my luggage, groceries ordered from a 3rd party, to a special dessert delivered to my room.

Lots of luck OP! I'm sure once you get there you'll forget about some of the troubles!

 

[Schmeck]

She shouldn't have to stick a candle in a cupcake if she wants a birthday cake like every one else.

Sorry, that's not how I meant it to sound - of course she should be able to order a cake. It's just that a 1 year old really doesn't give a mouse's butt what the cake looks like, as long as it can be smushed all over the place and taste good when some of it finally makes it to the mouth region. The OP seemed too stressed out on making a huge impression for a 1 yr old, IMO.