Very impressed with IT on Disney web site!!!

[Jennasis]

I'm not seeing all posts made in this thread so not sure what you're responding to. However it's false to say disney can't or won't fix issues. It just is. And this disdain for the system is now coming from past frustrations clouding judgment. That's fine but it's not truth that they don't try to fix bugs and mistakes.

It IS true...either Disney can't fix their system or they won't fix their system (so that things like mass outages wont occur when they put a hit ride online for FP+ or open ADRs for a hot new restaurant like BoG, or people randomly appear/disappear from your account). Because its still happening after all this time (need proof??? Theres thread right on page 1). If it were fixable they would have fixed it...or it is fixable and they have chosen not to.

Or perhaps you think it is not in need of fixing? I wouldnt even know how to address that.

The disdain being shown now isn't clouding our judgement of an otherwise fab system (though it does stem from years of frustration with their shoddy website. When they announced MDE I immediately wondered how they were going to pull it off since their site hardly worked as it was)...it is reflective of our desire to have a positive experience with a system Disney is hell bent on us all using. If they're gonna make us use it, make it work. We arent inventing issues. We also didnt ask for or create this "complex", "multi-layered", "soooo hard you-just-dont-understand" system...Disney did. The onus is on them to make it work.

 

[larryz]

Both the logistics and the IT are things I put on par with a suspension bridge. You might take it for granted if you don't understand how it works, but if you have even an inkling of what is truly going on, you can stare at in awe for hours.

And to add a corollary, you'd probably never trust your life or anything important to it after you do.

 

[larryz]

It's just hilarious (in a sad, annoying way) that anyone has to involve a call to an IT professional to straighten out part of their vacation to a resort. I had to, last year. At the very least, the folks on the end of the line when I made this call were able to straighten out the problem....which is great. So I would say their customer service is more impressive than their IT infrastructure (which has sucked from the very first day they put up w website). it's ALWAYS been lousy. The fact that it has bloated to the immense, unwieldy juggernaut it is now with MDE is no excuse for the problems they have. They've always had problems.

Perhaps it's cheaper to manually intervene after-the-fact than it is to pay people to code it correctly the first time.

 

[Disneylover99]

I'm not seeing all posts made in this thread so not sure what you're responding to. However it's false to say disney can't or won't fix issues. It just is. And this disdain for the system is now coming from past frustrations clouding judgment. That's fine but it's not truth that they don't try to fix bugs and mistakes.

I disagree.

One of my issues has been ongoing since last June. I call during less busy times when I know new promotions are not going on. I've still waited on hold for up to an hour and a half to speak to someone from IT. I've been told by different IT specialists it's a system wide problem, it's an individual problem, it will work itself out, or I don't know how to fix it. Yes, everyone I've spoken with has been sympathetic and friendly. Yes, they've tried to help. But ultimately, I am no further ahead.

 

[Mickey&Mouse]

I agree their site needs work. I don't agree that they aren't trying to fix it. Your subjective experience is not proof they don't fix issues. I can't answer your last question because I don't believe that's what's happening. So I wonder what your explanation is for why Disney would choose not to fix issues. Providing actual proof of disney repeating the same exact mistakes and NOT fixing them is helpful. It'd be helpful if you could tell me what programming language they use, whether they've recently switched to a new Web framework, and/or whether they've rebuilt the system from the ground up. Personal experiences don't say much, especially on a site I know has quite a few people who like to badger disney on every move they make.

Computer jargon aside- IMO, personal experiences are everything. It's how word-of-mouth and reputation are built. I believe that collectively they are the most important.

 

[Ambear]

If someone told you they don't know how to fix it, it's because they're tech support and while they are very knowledgeable, they aren't programmers and do not know the fix nor can they implement one. That still doesn't prove disney isn't working behind the scenes to fix it. Obviously a lot of points I'm making are being lost or ignored... No one has still addressed exactly what's going on in disney it that proves they aren't fixing anything. Therefore this is all opinion and that's great, spout off. I won't deny anyone's right to complain! But I'll probably walk away from the thread now as there are no logical arguments left to discuss.

 

[TheDisGuy]

If someone told you they don't know how to fix it, it's because they're tech support and while they are very knowledgeable, they aren't programmers and do not know the fix nor can they implement one. That still doesn't prove disney isn't working behind the scenes to fix it. Obviously a lot of points I'm making are being lost or ignored... No one has still addressed exactly what's going on in disney it that proves they aren't fixing anything. Therefore this is all opinion and that's great, spout off. I won't deny anyone's right to complain! But I'll probably walk away from the thread now as there are no logical arguments left to discuss.

You realise your argument is just as baseless then right ? I mean, you have no idea what's happening behind the scenes, do you ?

This is what we know - Disney had significant IT issues before MM+ and FP+. We know this from the countless reports online of it. You can debate whether they were more frequent than other sites since we don't have reliable data, but they were significant and I would wager more frequent than other major sites.

These and New Problems associated with MM+ and FP+ have continued to persist for the last 2 years. They don't seem to be going away. We continue to hear reports about them quite regularly.

That leads us with a few potential conclusions, but really only a few.

The Problems are unfixable.
The Problems are fixable but disney has chosen not to.
The problems are fixable but disney is incapable of doing so (lacking talent you know)
The problems are fixable and disney continues to work on them
The problems are related to continuing changes in the software or hardware infrastructure/systems/environment and are addressed as they arise.

Now these aren't mutually exclusive categories, but they are all Disney's problem. If you are going to require your guests to use your IT, it better be on point.
People are paying thousands of dollars for trips, sometimes the only one they will afford in their lives, and for Disney IT to fail them, when they are required to use it - unacceptable.
I don't see why people continue to make excuses. I highly doubt they would for other companies. Like I asked before, if the bank lost a few thousand of your dollars due to a system error ... is that ok ? Understandable due to the "complexity" of the system, and as long as they are "working on it" ? I didn't think so.
The Tech Support CMs are great, and that's awesome, but such an integral system continuing to have major errors so long into active use, just unacceptable, shouldn't be making excuses.

 

[Disneylover99]

If someone told you they don't know how to fix it, it's because they're tech support and while they are very knowledgeable, they aren't programmers and do not know the fix nor can they implement one. That still doesn't prove disney isn't working behind the scenes to fix it. Obviously a lot of points I'm making are being lost or ignored... No one has still addressed exactly what's going on in disney it that proves they aren't fixing anything. Therefore this is all opinion and that's great, spout off. I won't deny anyone's right to complain! But I'll probably walk away from the thread now as there are no logical arguments left to discuss.

My experiences are fact. To tell me otherwise is dismissive. How I feel or what I think is opinion.

 

[Alfalfa]

Totally off topic, but I sure wish my customers defended any shortcomings of my company with such vigor and tenacity.

 

[Jennasis]

Totally off topic, but I sure wish my customers defended any shortcomings of my company with such vigor and tenacity.

This is very much on topic.

 

[larryz]

Totally off topic, but I sure wish my customers defended any shortcomings of my company with such vigor and tenacity.

You just need to:
a) start indoctrinating them with movies and TV shows from early childhood
b) sell them overpriced toys and apparel
c) offer three star lodging at five star prices
d) provide a guest experience based on a mythical "perfect vacation" using minimum-wage employees and temporary hires
e) build a mystique around customer service then exploit peoples' willingness to overlook being exploited

 

[JanaDee]

You just need to:
a) start indoctrinating them with movies and TV shows from early childhood
b) sell them overpriced toys and apparel
c) offer three star lodging at five star prices
d) provide a guest experience based on a mythical "perfect vacation" using minimum-wage employees and temporary hires
e) build a mystique around customer service then exploit peoples' willingness to overlook being exploited

It's funny because it's true.

 

[Yellowstonetim]

Only a database or software engineer could truly appreciate the complexity of Disney's IT. I say with all sincerity that it, like WDW's logistics in general, is a marvel. Both the logistics and the IT are things I put on par with a suspension bridge. You might take it for granted if you don't understand how it works, but if you have even an inkling of what is truly going on, you can stare at in awe for hours.

I am aware this isn't a popular opinion, but Disney has managed to merge multiple incredibly complex system into one platform. The creation of anyone of these systems, (room reservation, dining reservation, ride reservation system, ticketing system, payment system, meal voucher system, etc) is amazingly more complex than most people understand. The fact that those system then integrate into each other so that the ride reservation system knows if you have park tickets, if you have resort reservations etc is truly an impressive accomplishment. The fact that it works seamlessly 99.9% is incredible.

You are so right!! But I knew all the Negatives were going to come out of the woodwork! Amazon is NOT as complex as Disney. Amazon does one main thing very well with a good bit of volume. (And several side functions) Disney does a huge number of things all in one system for one customer all at the same time. AND it is working well. ALL IT has issues. Amazon has issues. Royal Caribbean has had a LOT of issues and is a much simpler system. I worked with developing a new system for a large state. It was massively difficult and 4 years after rollout we are still working on bugs. Most other states and very large customers have had the same issues. IT is IT and will always be complex.

I know about 30 casual Disney fans and a few serious fans like myself, and then this board. Of the non-board Disney fans: More than half absolutely love and rave about MM+, FP+, and early reservations, and the rest are ambivalent. NONE hate or dislike it. That also seems to be true of a high percentage of members on this board who get and share info but don't get involved in arguments. Only here do I run into the real haters.

Software developers are probably also aware of the complexity of merchant charge systems, JIT inventory management, airline reservation systems, UPS/FedEX transport management, Amazon fulfillment, national pharmacy databases, Google analytics, and social media sites like Facebook. And if they are, what WDC has done with MDE by linking accommodations, dining, tickets, and ride reservation DB's pales in both scope and capabilities.

No it does not. You are wrong. Take all those systems and link them together into one system. Try that one on. Size and volume are not what makes something difficult in IT, it is multiple facets being tied together along with volume that makes IT become exponentially difficult. MM+ is at least as complex as some of the things you list and more complex than many.

Thats just not true.
Not even close.
The vast majority of visitors experience no issues and like the ability to plan some big things in advance.
And its working wonders, attendance is up, revenue is up, exposure is up.
There is an excitment about WDW that didnt exist in the earlier part of the decade.

The sky is not falling.

This. is. TRUE. Most everyone I know loves it and has good experiences.

But what if they can't fix your car for something seemingly easy, but they can fix everyone else's car who experiences the exact same problem. How would you feel then?

Name me someone who didn't get the car fixed? Who didn't get to vacation at Disney because of the problems. Never heard of one.

You just need to:
a) start indoctrinating them with movies and TV shows from early childhood
b) sell them overpriced toys and apparel
c) offer three star lodging at five star prices
d) provide a guest experience based on a mythical "perfect vacation" using minimum-wage employees and temporary hires
e) build a mystique around customer service then exploit peoples' willingness to overlook being exploited

Really? REALLY? You have got to be kidding! Why are you here? You hate and loathe Porsche and love Ferrari but attend the Porsche club every Month to complain. If you believe the above, why the heck hang around!? And don't tell me you believe the above but love Disney. If you do that is like the abused staying with the abuser. If you believe that you should not go to Disney. NONE of the above is true. If I thought half of it was I wouldn't be here, or there.


I didn't quote it but someone said no one wanted/needed FP+ but Disney did it anyway and should not have. This is ridiculous. The public was not crying for cell phones or cars or many inventions and innovations, but once they are here people learn their value. Disney was right, revolutionary, and did the smart thing. I love it and it has made my experiences better. And the experiences of about 30 people I know.

 

[Alfalfa]

I've always found the latency of the WDW website and app to be frustrating. For instance I just logged into MDE thru the WDW website and clicked on "FastPass+" - it was a full 10 seconds before the next screen loaded.

For comparison, I went to Southwest Airlines website and entered a departure city, arrival city, and dates. When I clicked "Search" it took 1 second to load the next page listing all flight options and pricing.

 

[larryz]

Really? REALLY? You have got to be kidding! Why are you here? You hate and loathe Porsche and love Ferrari but attend the Porsche club every Month to complain. If you believe the above, why the heck hang around!? And don't tell me you believe the above but love Disney. If you do that is like the abused staying with the abuser. If you believe that you should not go to Disney. NONE of the above is true. If I thought half of it was I wouldn't be here, or there.

You accuse me of driving Ferraris, having abused spouse syndrome, and being a liar... just because you don't agree with me?

For your FYI, I don't even know where the Porsche club meets.

 

[Disneylover99]

Name me someone who didn't get the car fixed? Who didn't get to vacation at Disney because of the problems. Never heard of one.

Me.

It's great that you know so many people that love it and have had no problems. But don't discount people who are having real problems and not getting resolution.

 

[mom2rtk]

This sort of thread should not be showing up nearly as often as it is:

http://www.disboards.com/threads/an...le-with-disneys-website-this-morning.3396885/


I know I had many occasions in the last few days that the site was just completely down. Couldn't sign in, couldn't look for dining reservations. A Chef Mickey time had finally come up that I could use, and then it just froze up when I tried to reserve it. By the time I opened a new page and tried again, the spot was gone.

Tell me that you like FP+. Tell me that you like magic bands. Tell me that the staff handled your guest recovery well. While I don't agree with all of that, I get that people have differing opinions on it.

But don't tell me that Disney has great IT systems. I'm just not buying it.

 

[JanaDee]

Me.

It's great that you know so many people that love it and have had no problems. But don't discount people who are having real problems and not getting resolution.

I guess the daily problems posted here are all made up.

 

[Jennasis]

You are so right!! But I knew all the Negatives were going to come out of the woodwork! Amazon is NOT as complex as Disney. Amazon does one main thing very well with a good bit of volume. (And several side functions) Disney does a huge number of things all in one system for one customer all at the same time. AND it is working well. ALL IT has issues. Amazon has issues. Royal Caribbean has had a LOT of issues and is a much simpler system. I worked with developing a new system for a large state. It was massively difficult and 4 years after rollout we are still working on bugs. Most other states and very large customers have had the same issues. IT is IT and will always be complex.

I know about 30 casual Disney fans and a few serious fans like myself, and then this board. Of the non-board Disney fans: More than half absolutely love and rave about MM+, FP+, and early reservations, and the rest are ambivalent. NONE hate or dislike it. That also seems to be true of a high percentage of members on this board who get and share info but don't get involved in arguments. Only here do I run into the real haters.



No it does not. You are wrong. Take all those systems and link them together into one system. Try that one on. Size and volume are not what makes something difficult in IT, it is multiple facets being tied together along with volume that makes IT become exponentially difficult. MM+ is at least as complex as some of the things you list and more complex than many.



This. is. TRUE. Most everyone I know loves it and has good experiences.



Name me someone who didn't get the car fixed? Who didn't get to vacation at Disney because of the problems. Never heard of one.



Really? REALLY? You have got to be kidding! Why are you here? You hate and loathe Porsche and love Ferrari but attend the Porsche club every Month to complain. If you believe the above, why the heck hang around!? And don't tell me you believe the above but love Disney. If you do that is like the abused staying with the abuser. If you believe that you should not go to Disney. NONE of the above is true. If I thought half of it was I wouldn't be here, or there.


I didn't quote it but someone said no one wanted/needed FP+ but Disney did it anyway and should not have. This is ridiculous. The public was not crying for cell phones or cars or many inventions and innovations, but once they are here people learn their value. Disney was right, revolutionary, and did the smart thing. I love it and it has made my experiences better. And the experiences of about 30 people I know.

Oh, well then it must be true for everyone.

It works for you, which is awesome. It has been frustrating for many others, which isn't. I wasn't one of the people who got screwed out of a BoG ADR because the site crashed on the day they rolled it out...so that didn't affect me...therefore there are no problems with Disney's IT...this is the logic I'm reading above.

It still needs a LOT of work, but if their physical construction speed is any indication of how quickly they'll be fixing things digitally, then we are in for a long wait.