What is with CM's at reservations!?

[LadyTrampScamp&Angel]

Wow, I've made two phone calls lately dealing with our ressies. First time spoke with CM at WDW Travel regarding our package. It took her about 15 minutes just to find our reservation, it seemed like she was totally clueless. It was a struggle through about 1/2 hour to accomplish just adding some notes. I then said I need to make a few priority seating arrangements and she told me I had to call the dining number. That's never happened to me before, CM's have always said that they can do that too and handled it.
Today I called to add a night to a room only reservation I have, $103 total for one night during peak season, AAA rate, std room at Pop Century. She said yes I can add another night at the AAA rate and the total will be $3XX.00! I said no - ressie I have is for $103 so that couldn't be the total for 2 nights at that rate. She goes back and manages to fix it finally (well, I hope, crossing my fingers till I get new confirmation sheet). Then I ask if I can get two nights, AAA rate at Pop Century in mid May. She says yes and again proceeds to tell me it'll be over $300! I say no again, that can't be and that's even regular season, and this time she says I don't know why but it is and basically gives up. I tell her I don't want it then and figure I'll call back until I can get someone who actually knows what they are doing. What is going on over there?

 

[flynnmnstr]

I had heard on these boards a couple of weeks ago that Disney had hired a whole bunch of new reservation CMs. Probably just got one of the new ones.

 

[Kimberle]

I think they also just put in a new computer reservatin system.

 

[LadyTrampScamp&Angel]

Well what a mess. Although I see bad CRO CM stories here and there it's the first time (and two in a row) it's happened to me.
I feel really sorry for people who don't know as much as people who frequent these boards. I'd feel really bad for a newbie that got a rate of over $300 for two nights in a value resort during regular season (and that's supposed to be with a discount)!

I hope it gets better!

 

[kadaten]

After two separate phone calls lasting 3 hours and 2.5 hours, I politely asked the CM, "what in the world is going on with you guys?" She said that in addition to the system switching over (CRO to WDWTC) in the last few months, they also installed a new computer system at the beginning of October. So CM's not only switched CRO to WDWTC, but also to a whole new reservations system. And the computer system is not really up to speed yet and they're expecting some upgrades to it sometime in January. In fact, they closed for a half day a couple weeks ago to do some work on the entire system, but are still expecting more upgrades. She said the whole system is a lot slower than the old one. Her example was that on the old one, you could change several things on the reservation, hit enter, and it would update all at once. With the new one, the record has to be refreshed after every single change, and those updates are tons slower than they used to be. She said they were hopeful that it would be better after upgrades in January...for our sakes and for theirs! In the mean time, when calling CRO, plan to be in your most patient mood and have plenty of time to be on the phone!

Katie, glad her phone calling time has past, at least until the planning starts for the next trip!

 

[LadyTrampScamp&Angel]

I think I can wait a few weeks before asking them to do anything else - hopefully it'll be better by then!

Have a good day everyone!

 

[wtg2000]

Can't travel agents book Disney rooms and use the codes for AA rates and the like? Seems to me a much better way than calling CRO. My travel agent can book them and you can see things on their computer right before your eyes.

 

[Winka]

LTS&A-Were these phone calls at least toll free?

 

[LadyTrampScamp&Angel]

First one was, getting the last bit I can out of my Disney Club card. Second one I used my cell phone and tried CRO number - I never use all my minutes up in a month.

I was hoping kadaten didn't have to pay for 5+ hours!

It doesn't appear to be the CM's fault but it does give a really bad impression.

 

[LadyTrampScamp&Angel]

Oh wtg2000 - before becoming a SAHM I was a AAA travel agent! I know I can do it myself and like to - just can't give up control
These are the first times I've had a problem with calling - it really surprised me!

 

[kadaten]

Originally posted by LadyTrampScamp&Angel

I was hoping kadaten didn't have to pay for 5+ hours!

It doesn't appear to be the CM's fault but it does give a really bad impression.

Well, yes and no. The first one was on cell phone....since we were traveling at the time, I called on my cell thinking I never use up my minutes so it would be free, but with the 2.5 hour call I ended up going over! For the second call I was at home where we have completely unlimited long distance through ATT for $25/month. We're military and live away from all our family so we call home lots so the unlimited long distance saves us lots of money....and ended up being a god-send while planning this vacation!!

I agree, it doesn't appear to be the CM's fault. When I've had to call, they've been as frustrated with the system as we are. Twice I've even had CM's offer to call me back when the computers are really bad. For instance, the day they launched the Grand Gatherings program the whole system kept crashing. The CM ended up calling me back 3 separate times before we could get everything straightened out!! I got through at 7:02 am, but with the crashes and CM having to call me back, we didn't get stuff arranged until noon!! I'm just hoping the coming upgrades are indeed upgrades!!

Katie

 

[chamonix]

Sorry this is OT--but unlimited long distance with AT&T for $25 a month? Is this just for military families, or can I sign up for that?! Seriously, I need to look into that deal.

 

[kadaten]

That's for everyone!!

Just checked their website and see that it's now up to $29.99/month. I've had it since they first offered it a year or so ago, and then it was $24.99/month. Nice thing about ATT--they don't increase your rate if the rates go up. Bad thing about ATT--they don't tell you about rate decreases either!! But if you find out about them, you can always change like I did. I was in the 7 cents plan, but was spending $60+ a month so this is a savings!!

Katie

 

[Tiggerlover91]

TWO WORDS....

DREAMS UNLIMITED