WDW phone system -beyond terrible

[Donaldsfans]

UPDATE! I tried calling again today, but.... ALL CIRCUITS ARE BUSY!
Well...the saga continues. I reserved a vacation package on line for my son and his fiancee, but when I went to check it later, nothing was there. I had the confirmation number, so I called technical support. After hree hours on hold, I spoke with support. They said that even though we reserved the package with our card, the reservation can only be seen on my son's genie account. What???? We have no access to the account because we aren't staying at the hotel. We bought this as a gift. How do we pay it off? What???? She said the reservation does exist and it is under my son's account, with both names listed.Well......I was able to check the account when my son gave me his password. The reservation is wrong! It has my son as the reserver and two incomplete names as the ones staying at the hotel. For example. The names listed (not the real names) are Joe B. And Mary M. They actually have initials for last names. It also doesn't show the package features like park hopper, or the pay off amount. I sent two emails to get a response. I don't think chat works anymore. I tried to call again today. I was told the wait time would be 110 minutes. After taking my name, address and finding my account. IT HUNG UP ON ME!!!!!. I predict the WDW system is going to crash and they will be announcing a completely new system in less than 6 months. I say this, as I know databases. I've designed them. These people are in multiple system failure. I will try to call again tomorrow. If can't deal with it today.

 

[movingthestars]

Just act like you’re going to book a new reservation. Contacting anyone through phone or chat is a NIGHTMARE— UNLESS they think you’re about to book a new reservation and give them some money. Just try this… log into the account on a computer, and then start the booking process for a new package. The chat is going to pop right up to ask if you need help, EVEN IF IT SAYS ITS TOO BUSY UNDER “help.” Then chat away.

When you call, you need the line to a specialist to help you book. Not just general Qs or whatever. Then you’re only going to wait a few minutes. Good luck!

 

[masondoggy]

UPDATE! I tried calling again today, but.... ALL CIRCUITS ARE BUSY!
Well...the saga continues. I reserved a vacation package on line for my son and his fiancee, but when I went to check it later, nothing was there. I had the confirmation number, so I called technical support. After hree hours on hold, I spoke with support. They said that even though we reserved the package with our card, the reservation can only be seen on my son's genie account. What???? We have no access to the account because we aren't staying at the hotel. We bought this as a gift. How do we pay it off? What???? She said the reservation does exist and it is under my son's account, with both names listed.Well......I was able to check the account when my son gave me his password. The reservation is wrong! It has my son as the reserver and two incomplete names as the ones staying at the hotel. For example. The names listed (not the real names) are Joe B. And Mary M. They actually have initials for last names. It also doesn't show the package features like park hopper, or the pay off amount. I sent two emails to get a response. I don't think chat works anymore. I tried to call again today. I was told the wait time would be 110 minutes. After taking my name, address and finding my account. IT HUNG UP ON ME!!!!!. I predict the WDW system is going to crash and they will be announcing a completely new system in less than 6 months. I say this, as I know databases. I've designed them. These people are in multiple system failure. I will try to call again tomorrow. If can't deal with it today.

After a 4 1/2 hr ordeal on the phone with them last week to fix something that I should’ve been able to do online, I swore next vacation is to the darn beach. They seriously have made this vacation too complicated especially for the $$$$$$$ you have to spend.

Next year: BEACH HOUSE

 

[DJFan88]

ha ha last week even though the wait was “only” 25 minutes, they made me keep pressing the number 2 every 10 seconds to keep my place in the queue. That was the first 15 minutes. Then in the last 10 minutes, a continuous loop of the girl repeating the same phrase of how many minutes I had left. My son and I made a good joke of it!

 

[masondoggy]

ha ha last week even though the wait was “only” 25 minutes, they made me keep pressing the number 2 every 10 seconds to keep my place in the queue. That was the first 15 minutes. Then in the last 10 minutes, a continuous loop of the girl repeating the same phrase of how many minutes I had left. My son and I made a good joke of it!

I think you faired better than me I got ‘It’s a small world after all” for 3 hrs

 

[poofu02]

I had a hard time getting through too! When it told me it was a 2 hour wait, I just hung up. LOL

 

[Donaldsfans]

After a 4 1/2 hr ordeal on the phone with them last week to fix something that I should’ve been able to do online, I swore next vacation is to the darn beach. They seriously have made this vacation too complicated especially for the $$$$$$$ you have to spend.

Next year:

After a 4 1/2 hr ordeal on the phone with them last week to fix something that I should’ve been able to do online, I swore next vacation is to the darn beach. They seriously have made this vacation too complicated especially for the $$$$$$$ you have to spend.

Next year: BEACH HOUSE

I was able to fix it by going to customer service in Disney Springs. Fortunately I live in the area. I found out that when our family comes, we won't be able to do lightning lanes with them because they are on a package and we are AP holders. Another failing on Disney's part.