WDW Disappoints in a big way! - Resolved update post #13

[JeanfromBNA]

I'm very glad you got your situation resolved! I'm sure that is a huge relief. A couple thoughts...

1) The 'CM' on the phone, probably not even in Orlando couldn't probably care less if you never go to Disney in your life. Same crappy paycheck, another p***ed off customer, different day. I'm sure you already know this!

2) I, like some other posters, NEVER call to confirm/adjust ADRs. Once I have my conf # in hand, any and all situations will be handled at the podium, not on the phone with some clueless person who couldn't care less.

3) If I DO need to call for any reason and I get that clueless person who couldn't care less, I thank him/her for their time, hang up, and call back. Keep doing this until you get someone like Scarlet who DOES care and is NOT clueless!

Once again, so glad you got it worked out!!!

I agree. Most CM are helpful and knowledgeable. Some are extraordinarily so. A few could care less about your trip. When I encounter the bad CM (BCM) I get off the phone as quickly as possible and call back in a few minutes. When you get all wound up, you give them power that they don't have otherwise. Just hang up, and don't waste your time nor energy on them.

 

[lacrosse_lady72]

I told her that she can email her supervisor back and tell her that I will cancel my entire trip then, cause this breaks it all, and we will go to the Smithsonian in D.C. instead. She came back a few mins later with an email address that the supervisor gave her for guest communications, and then said "have a nice time at D.C."

This is such a huge cliche in the customer service business that it's hardly ever believed anymore... do this or I'll do something extreme! Fine, go ahead...

 

[teethrdh]

They only say that they have the option to put you at separate tables just to cover their butts. Please tell me the last time you saw a table at Disney that doesn't hold 3 people, especially 2 adults and one child. You're got upset over nothing. With you threatening Disney that you're going to cancel your trip...you would have gotten the same snide remark if I was the CM on the other line. I've worked in customer service. We try to please the customer as much as possible until they become rude and belligerent. After that? We don't need your money so go ahead and cancel. If that's what's going to ruin your trip then you probably shouldn't go anyways.

Glad you got the answer you were looking for though.

I really don't know where you worked in customer service, but replying with a rude comment is very unprofessional and shows a pure lack of maturity. Any type of customer service will say kill them with kindness, and if you can't pass the customer off to someone who can. The way the economy is today you cannot have people representing your company like that, and obviously Disney needs the money right now as with the rest of the country.
Did you honestly make a comment just to start a bickering match?

 

[Rip]

How would you have liked them to respond to your threat? Immediately do as you had asked? If she could have done what you wanted, she probably would not have made you get to the point in the conversation that you thought threatening to cancel your trip was necessary.

Edited to add: That was not meant to be as snarky as it sounded. But seriously, what would have made you happy?

What would have made me happy in that event was a touch of common sense.

 

[Rip]

They only say that they have the option to put you at separate tables just to cover their butts. Please tell me the last time you saw a table at Disney that doesn't hold 3 people, especially 2 adults and one child. You're got upset over nothing. With you threatening Disney that you're going to cancel your trip...you would have gotten the same snide remark if I was the CM on the other line. I've worked in customer service. We try to please the customer as much as possible until they become rude and belligerent. After that? We don't need your money so go ahead and cancel. If that's what's going to ruin your trip then you probably shouldn't go anyways.

Glad you got the answer you were looking for though.

No, she got upset over an asinine stipulation that she rightfully had no intention of testing. Whether they would have done so or not, they could have, but I realize there are many folks that simply cannot fathom that the exalted Disney could actually make an incredibly stupid mistake.

Glad you're no longer in customer service. Smartass remarks have no place there irrespective of the situation, but most definitely when the CYA policy is ridiculous in the first place.

 

[Lintasare]

It honestly sounds to me like Multiple Resource Allocated means the system booked more than one table for your party. But that DOES NOT mean you will be split up. No matter what the systems says you will be seated at the same table in the restaurant.

The Disney system does not have odd number tables. Tables at restaurants in the system as listed as 2 tops, 4 tops, 6 tops, ect. So when you booked your party of 3 it sounds like a 4 top was not available and the system allocated your party 2 tables for 2 to get your the reservation. Again you will not be split up. It's just a way to get even number parties in when the next largest table for the party size isn't available.

When I was a CM if we had a party of 5 want a reservation and there were no 6 tops available then we would book a 2 top and a 4 top together but they would all be at the same table. It's just a way to get around the system and get the parties in.

 

[Limmer]

I really don't know where you worked in customer service, but replying with a rude comment is very unprofessional and shows a pure lack of maturity. Any type of customer service will say kill them with kindness, and if you can't pass the customer off to someone who can.

Maybe that is what she was doing. "I am very sorry that I could not do what you wanted so I hope you enjoy your other trip" kind of thing. And because she could not make new ADR's she passed her to guest realations.

The lack of maturity comment is funny considering is was in response to a "if you can't fix my dining I will spite you be canceling my whole trip. That is very sure to make a call centre drone feel sorry for you.

I was also under the impression that the CM tried to make new ADR's but they were booked. I doubt most CM's purposely don't fix something that they are able to fix. Do you think they enjoy being berated and threatened all day?

 

[bytheblood]

For the record, this is on my reservations, too. We are a party of TWO.

This is simply to cover their behinds.

 

[Hallowishes]

im glad its all sorted out! it stinks u got a rotten CM the first time ... but hey its all good now!

 

[Justsyd2]

Sorry you were disappointed. I'm glad Disney got you what you wanted. Threats are never a good thing, though, and attitude goes a long way when you're trying to get something straightened out.

 

[dayzemair]

So sorry you had to go through that stress - I will make sure to just come armed with my ressie number and not stress about checking ADR's. I think you had every right to get a logical answer in this situation and not some cop out of "there's nothing I can do..." I think you did the right thing in just finding someone else to talk to.

I am always frustrated because my mother is that person who can always get anyone to do exactly what she wants when she is upset at a store or a restaurant. Me on the other hand, no EVER caves to me - I must just not have that killer look about me - and when I do try to become angry or threaten, that never works either and then I just get embarrassed later by my behavior... so for me, the best bet is to stay nice and ask to talk to someone else if I am not getting the answer I want. At least then, even if I don't get what I want, I can still be proud of my own behavior. That's something I guess.

Everyone wants to make threats when they are angry or stressed, its human and I certainly wouldn't judge you for it!

 

[PaulaSB12]

For the record, this is on my reservations, too. We are a party of TWO.

This is simply to cover their behinds.

I had it on a reservation for 1 so which half goes on which table?

 

[katdralion]

TimandTanya, I understand exactly how you feel because I have done the same thing.
I wasted a day trying to book my ADRs...couldn't get the online system to recognize my reservation...phoned WDW DINE from the UK and waited an hour to speak to a supervisor who refused to book any more of my ADRs and told me that the ones I already had would not be honoured as whoever booked them should not have done so as we are on a split stay and not eligible for the 90+10. She told me it was my own fault as we chose to book a split stay. Out of sheer frustration I blew my top and threatened to cancel the whole trip and sell my DVC, not that she could have cared less! I felt so sheepish later.
It is crazy! This whole dining thing is driving us all insane! I wish things would go back to the way it used to be and we could just relax and enjoy our holiday.
I do think you had a right to complain and you certainly did not get upset over nothing! Anniversary or not, it is ridiculous to say that they would split up a family with a young kid. I'm sure in reality it would never have happened and the cast member should have explained that to you. Some cast members seem to be little jobsworths without one iota of common sense and it can be very difficult to keep your cool with them but others are of the old school and truly wonderful, they really go out of their way to make things happen for you. Yay for the second type, they are why we keep going back to Disney. Lately however, bad service and indifference are becoming commonplace at Disney, so maybe if more of us complained and cancelled our trips they would have to sit up and take notice and bring things back to the way they used to be where service was everything.
Anyway, I am so glad you finally got through to somebody with some sense who could sort it out for you. Hope the rest of your trip goes smoothly!

 

[Mackey Mouse]

This thread has certainly touched on some points that Disney should be taking a look at. I know they read here and maybe they will see the frustration that their system can cause... To split a party of 3, one being a child, is ridiculous and we all know you get more with honey than with vinegar but I can understand how the OP felt, she was getting nowhere fast, the person on the other end of that line was probably half listening and sticking to what her script in front of her said and not budging.

I am concerned however that there is a bit of snarkiness, love that word, towards the OP. She had set up an anniversary dinner for her, her husband and their child, I can understand why when she was confirming and they said two tables to her and she pushed for an explanation and got none that she might have lost it. Let's all take a deep breath and realize that Disney is not perfect and that sometimes we get frustrated with customer service, it happens everyday.. not just at Disney.

I am glad everything worked out for you Tanya.. I am assuming it was Tanya and not Tim.. Have a great day..

 

[candy1]

Hi there are normally 6 or 7 of us and we have never been seated apart (yet)

 

[clc053103]

I had it on a reservation for 1 so which half goes on which table?

 

[disneygirlinnj]

I really don't know where you worked in customer service, but replying with a rude comment is very unprofessional and shows a pure lack of maturity. Any type of customer service will say kill them with kindness, and if you can't pass the customer off to someone who can. The way the economy is today you cannot have people representing your company like that, and obviously Disney needs the money right now as with the rest of the country.
Did you honestly make a comment just to start a bickering match?

No, she got upset over an asinine stipulation that she rightfully had no intention of testing. Whether they would have done so or not, they could have, but I realize there are many folks that simply cannot fathom that the exalted Disney could actually make an incredibly stupid mistake.

Glad you're no longer in customer service. Smartass remarks have no place there irrespective of the situation, but most definitely when the CYA policy is ridiculous in the first place.

No, it's not to start a bickering match. But obviously since you replied you're looking for one. It's my opinion and that's that.

And to honestly think that Disney enforces this rule for a small party is amazing. There are many 'clauses' that they put in place just to cover themselves.

I'm sure if I said that 'Yes, Disney enforces it all the time and actually? They require the child to sit by themselves'....people would believe it.

It's not a mistake on Disney's part. It's a clause in their policy. Come on people. Just sit back and actually THINK a little bit before attacking and screaming and threatening to cancel your whole trip. That's all.

 

[Withacy]

As a person who worked many, MANY years doing all sorts of customer service related jobs (on the phone), I can't just default to sympathy for the OP.

I'm not saying the CM with whom she spoke handled this in the most mature, professional manner. But it sounds like the OP hit some of the nerves that people who working in customer service develope, so while the CM was wrong, it's not at all surprising.

I realize that most people think it's perfectly acceptable to treat the person making $8 an hour on the phone like they are personally responsible for all the sins & frustrations of the company they're working for, and like they personally are benefitting from whatever raw deal the caller thinks they're getting (or by extension, will be personally hurt by any threatened withdrawl of business).

I know all the OP wanted was for the CM to give her exactly what she wanted and apologize for upsetting her day. But sometimes they can't do that. If *I* as a customer services rep can not (because of company policy, system requirements, or a thunderstorm that knocked out my system) give you exactly what you want, how you want it & when you want it, that does not mean *I* am evil, *I* am incompitent, or that *YOU* have the right to abuse me.

So - was this person's actual sin that she said that they couldn't put the OP, spouse & child at the same table? Or that she said she couldn't change the printed confirmation to say that - and the OP didn't want to just hear that they'd be seated together anyway, regardless of what it said? Or maybe whatever the problem was with the system, the first CM didn't know why it happened or how to fix it - and wasn't getting any support to know when it would be fixed or how to fix it?

Would that have been Disney's fault? You bet. But that CM making $8 an hour didn't deserved to be abused over it. And I'm sorry - but with all due respect, after 15 years doing CS - there's no way the caller went from sweetness & light to "we're cancelling our entire trip over this!" without any negative words in between. That doesn't make the CM right - but really, what do you expect?

 

[ransom]

I had it on a reservation for 1 so which half goes on which table?

I don't know, but if I'm seated at the next table, could you please point "that half" the other direction?

Thanks ever so much.

 

[princessmom29]

As a person who worked many, MANY years doing all sorts of customer service related jobs (on the phone), I can't just default to sympathy for the OP.

I'm not saying the CM with whom she spoke handled this in the most mature, professional manner. But it sounds like the OP hit some of the nerves that people who working in customer service develope, so while the CM was wrong, it's not at all surprising.

I realize that most people think it's perfectly acceptable to treat the person making $8 an hour on the phone like they are personally responsible for all the sins & frustrations of the company they're working for, and like they personally are benefitting from whatever raw deal the caller thinks they're getting (or by extension, will be personally hurt by any threatened withdrawl of business).

I know all the OP wanted was for the CM to give her exactly what she wanted and apologize for upsetting her day. But sometimes they can't do that. If *I* as a customer services rep can not (because of company policy, system requirements, or a thunderstorm that knocked out my system) give you exactly what you want, how you want it & when you want it, that does not mean *I* am evil, *I* am incompitent, or that *YOU* have the right to abuse me.

So - was this person's actual sin that she said that they couldn't put the OP, spouse & child at the same table? Or that she said she couldn't change the printed confirmation to say that - and the OP didn't want to just hear that they'd be seated together anyway, regardless of what it said? Or maybe whatever the problem was with the system, the first CM didn't know why it happened or how to fix it - and wasn't getting any support to know when it would be fixed or how to fix it?

Would that have been Disney's fault? You bet. But that CM making $8 an hour didn't deserved to be abused over it. And I'm sorry - but with all due respect, after 15 years doing CS - there's no way the caller went from sweetness & light to "we're cancelling our entire trip over this!" without any negative words in between. That doesn't make the CM right - but really, what do you expect?

Very well put. I have also been on the recieving end of an irate customer who was angry about something I had no control over. From the perspective of the person on the reciebving end: It doesn't help to get angry if I cannot do what you want, and only makes the situation worse and me less likely to be sympethetic.