Where to complain?

[dnw25]

Calling or emailing George almost definitely gets you some sort of call back or response.

Realize an old post but wanted your opinion on who to email.

Awful CS regarding AP expiration date at DS GS - was told can do and have done it but not going to do it for you and essentially called us liars (change the date by one day - long story). CBR horrible buses and check in waits (doable when only thing wrong), but son fell outside pool entrance and in the 30 minutes we laid there with him wailing and bleeding, not one CM checked on us. I expected someone to at least see if we needed something, medical attention or a ride back to room, something. Charge to room not working at AK, DH spend over an hour trying to get a work around at GS, was given a code which none of the cashiers knew how to use. Tried to AP certificate and was quoted less than paid from UCT and GS at MK told me disney didn't care if I came back.

I promise - not a difficult person although maybe not pushy enough. lol Obviously I can send an email to guest services, but also complaining about GS. We also had a gift card wiped out accidentally but that was resolved. OR, am I totally unreasonable and it is what it is.

 

[rteetz]

Realize an old post but wanted your opinion on who to email.

Awful CS regarding AP expiration date at DS GS - was told can do and have done it but not going to do it for you (change the date by one day - long story). CBR horrible buses and check in waits (doable when only thing wrong), but son fell outside pool entrance and in the 30 minutes we laid there with him wailing and bleeding, not one CM checked on us. Charge to room not working at AK, DH spend over an hour trying to get a work around at GS, was given a code which none of the cashiers knew how to use. Tried to AP certificate and was quoted less than paid from UCT and GS told me disney didn't care if I came back.

I promise - not a difficult person although maybe not pushy enough. lol Obviously I can send an email to guest services, but also complaining about GS. We also had a gift card wiped out accidentally but that was resolved. OR, am I totally unreasonable and it is what it is.

Well you can give George Kalogridis a try. He won't contact you back directly but someone that works for him will.

http://www.wdwthemeparks.com/details/other/disney-contact-information

 

[dnw25]

Well you can give George Kalogridis a try. He won't contact you back directly but someone that works for him will.

http://www.wdwthemeparks.com/details/other/disney-contact-information

am I crazy over reacting? DH thinks so. Thinking about it later I was shocked no one came to check on my son and I as he wailed. We sat in the middle of the walkway for 30 minutes until I could get the bleeding to slow. Maybe I am just expecting to much. THe DS CM treating us poorly may just be the new way at wdw.

 

[rteetz]

am I crazy over reacting? DH thinks so. Thinking about it later I was shocked no one came to check on my son and I as he wailed. We sat in the middle of the walkway for 30 minutes until I could get the bleeding to slow. Maybe I am just expecting to much. THe DS CM treating us poorly may just be the new way at wdw.

I would at least probably email guest services.

 

[Kaytie]

Well you can give George Kalogridis a try. He won't contact you back directly but someone that works for him will.

http://www.wdwthemeparks.com/details/other/disney-contact-information

Probably only effective with park issues. Nothing anybody can do now about resort buses or check in timing. It's too bad your son was injured, but instead of sitting with him for 30 minutes waiting for someone to ask about the situation, the OP should have asked for help.

 

[wilkeliza]

am I crazy over reacting? DH thinks so. Thinking about it later I was shocked no one came to check on my son and I as he wailed. We sat in the middle of the walkway for 30 minutes until I could get the bleeding to slow. Maybe I am just expecting to much. THe DS CM treating us poorly may just be the new way at wdw.

Did you see CMs in the area who just ignored his wails or were you at a quiet pool where there were no CMs? I get that you were trying to slow the bleeding but are we talking like a skinned knee or an genuine emergency where he had to go to the hospital for stitches or x-rays? It is quite possible if you weren't screaming help my child is hurt they may have thought it was just a tantruming child.

I'm confused on the change the date by one day. Were you trying to activate it that day or upgrading it that day? Also with the upgrade you mention later the price they give you is kind of it. Guest services may not touch that one and just say what you were quoted was correct.

Only you can say if it is really worth emailing. I'm not sure what the issues may have been with room charging but sometimes the system does go down unfortunately. Not sure if it was a system wide outage or just you specifically. Since it was the whole park it sounds like it could have been system wide.

Can you expand on the horrible buses. It is hard to know if it is normal or not with just horrible buses.

 

[ErinsMommy]

Probably only effective with park issues. Nothing anybody can do now about resort buses or check in timing. It's too bad your son was injured, but instead of sitting with him for 30 minutes waiting for someone to ask about the situation, the OP should have asked for help.

This. When DD has fallen (and its happened alot) i usually pick her up and carry her to a bench or seat, or even bathroom, to get it washed off and hopefully stop the bleeding before seeking outside advice. Also agree that a CM walking by could've thought it was an overtired or cranky child crying for an unlimited number of reasons. Sorry that happened nevertheless.

 

[dnw25]

Did you see CMs in the area who just ignored his wails or were you at a quiet pool where there were no CMs? I get that you were trying to slow the bleeding but are we talking like a skinned knee or an genuine emergency where he had to go to the hospital for stitches or x-rays? It is quite possible if you weren't screaming help my child is hurt they may have thought it was just a tantruming child.

I'm confused on the change the date by one day. Were you trying to activate it that day or upgrading it that day? Also with the upgrade you mention later the price they give you is kind of it. Guest services may not touch that one and just say what you were quoted was correct.

Only you can say if it is really worth emailing. I'm not sure what the issues may have been with room charging but sometimes the system does go down unfortunately. Not sure if it was a system wide outage or just you specifically. Since it was the whole park it sounds like it could have been system wide.

Can you expand on the horrible buses. It is hard to know if it is normal or not with just horrible buses.

The long and short of it is a WDW CM offered something to us, said it was done, but it was not. No problem, things happen. I thought it was a quick and easy fix. But the response we received at GS was shocking and for seemingly no reason. We were professional, matter of fact, and the CM essentially accused us of lying and cheating - over one day that their own CM offered. The responses from him spiraled down hill rapidly. I've never had that at disney. ever. Even more so since I have now read this forum about how AP expiration dates are manually entered in and can be easily changed.

Buses were just one thing at CBR. We are used to bad bus service. Waiting an hour seems excessive for MK bus - Sunday the 7th. Waiting 45 for HS, monday the 8th, seems long too, but something we've experienced at other resorts. I would not bother complaining for that reason solely. The pool thing is an odd one, I admit. When he fell thankfully I had two pool towels since he bled through one of them almost immediately. I sat trying to slow the blood. He is 3. I could not leave him. He was hysterical and I was likewise upset since I did not know if he had loose teeth or how bad the injury was to his lip. Numerous people walked by and all clearly saw an injured toddler and a mom with her hands full. Clearly they did not want to get involved. Thankfully some lovely Aussie couple asked if I needed help or assistance. They brought me extra towels and ice. I do NOT expect help from anyone. If it had been me, I would have at a minimum told a CM that someone needed help. It just seems odd to me in the time we sat in the middle of the walkway, outside the main pool entrance, that no CM ever walked by or after hearing wailing poked their heads out. That's all. Doesn't sit right. Again, don't expect help from another guest, but was thankful for it. Was too busy and upset to start screaming for help myself and honestly thought some CM would come along....eventually.

Room charging was frustrating because DH spent 1.2 hours getting a work around that apparently the rank and file CMs in AK didn't know how to use. And it was HOT. Wasting time at GS for a solution and then at a QS only to strike out is not fun.

AP price, according to numerous people on this board price quoted was no where near correct. That combined with someone saying Disney doesn't care if I take a loss or come back was surprising. Maybe that the new norm and if it is, I won't complain. Fine. I just haven't heard that before.

Also had a GC get wiped out accidentally but that was resolved quickly when we realized it.

I get things happen, people have bad days, people say things they shouldn't, people can judge quickly, WDW is not perfect. We just had a lot of mishaps this trip. I keep hearing WDW cs standards are going down, and maybe they are.

 

[maxiesmom]

[QUOTE="dnw25, post: 57667207, member: 553751" The pool thing is an odd one, I admit. When he fell thankfully I had two pool towels since he bled through one of them almost immediately. I sat trying to slow the blood. He is 3. I could not leave him. He was hysterical and I was likewise upset since I did not know if he had loose teeth or how bad the injury was to his lip. Numerous people walked by and all clearly saw an injured toddler and a mom with her hands full. Clearly they did not want to get involved. Thankfully some lovely Aussie couple asked if I needed help or assistance. They brought me extra towels and ice. I do NOT expect help from anyone. If it had been me, I would have at a minimum told a CM that someone needed help. It just seems odd to me in the time we sat in the middle of the walkway, outside the main pool entrance, that no CM ever walked by or after hearing wailing poked their heads out. That's all. Doesn't sit right. Again, don't expect help from another guest, but was thankful for it. Was too busy and upset to start screaming for help myself and honestly thought some CM would come along....eventually.

[/QUOTE]

Everything besides this, you are totally justified in being angry about. But I can't imagine sitting with an injured child, hoping someone will come along to help. That just baffles me. It stinks that so many guests walked by without offering assistance, but bravo to the ones who did help. But really, I have never ever noticed CMs just walking around the resorts. And I'm sure they hear screaming kids every day, so ignoring it is probably second nature.

 

[wilkeliza]

The long and short of it is a WDW CM offered something to us, said it was done, but it was not. No problem, things happen. I thought it was a quick and easy fix. But the response we received at GS was shocking and for seemingly no reason. We were professional, matter of fact, and the CM essentially accused us of lying and cheating - over one day that their own CM offered. The responses from him spiraled down hill rapidly. I've never had that at disney. ever. Even more so since I have now read this forum about how AP expiration dates are manually entered in and can be easily changed.

Buses were just one thing at CBR. We are used to bad bus service. Waiting an hour seems excessive for MK bus - Sunday the 7th. Waiting 45 for HS, monday the 8th, seems long too, but something we've experienced at other resorts. I would not bother complaining for that reason solely. The pool thing is an odd one, I admit. When he fell thankfully I had two pool towels since he bled through one of them almost immediately. I sat trying to slow the blood. He is 3. I could not leave him. He was hysterical and I was likewise upset since I did not know if he had loose teeth or how bad the injury was to his lip. Numerous people walked by and all clearly saw an injured toddler and a mom with her hands full. Clearly they did not want to get involved. Thankfully some lovely Aussie couple asked if I needed help or assistance. They brought me extra towels and ice. I do NOT expect help from anyone. If it had been me, I would have at a minimum told a CM that someone needed help. It just seems odd to me in the time we sat in the middle of the walkway, outside the main pool entrance, that no CM ever walked by or after hearing wailing poked their heads out. That's all. Doesn't sit right. Again, don't expect help from another guest, but was thankful for it. Was too busy and upset to start screaming for help myself and honestly thought some CM would come along....eventually.

Room charging was frustrating because DH spent 1.2 hours getting a work around that apparently the rank and file CMs in AK didn't know how to use. And it was HOT. Wasting time at GS and then at a QS only to strike out is not fun.

AP price, according to numerous people on this board price quoted was no where near correct. That combined with someone saying Disney doesn't care if I take a loss or come back was surprising. Maybe that the new norm and if it is, I won't complain. Fine. I just haven't heard that before.

Also had a GC get wiped out accidentally but that was resolved quickly when we realized it.

I get things happen, people have bad days, people say things they shouldn't, people can judge quickly, WDW is not perfect.

The bus does seem way out of proportion and I would email about that.

The injury I really don't know. Unless a CM actually was who walked by and ignored you it is so hard to even know if they were aware of the situation yah know. Not saying it is the best that people kept walking by but also just looking at it from both sides of the situation.

The room charging I would also definitely bring up. That does seem odd.

The price thing the rudeness is worth bringing up but just remember anything on the boards is not official. Only what is said when there is official in part of pricing. I've had ticket price issues before that here on the board was 100% told I should pay X but then when the CM went to do it they couldn't over ride it. Ended up being the type of ticket I had which was no big deal as it was just for the water parks but it can be frustrating still. Again the rudeness definitely should be brought up especially if you know which CM you dealt with but saying you were told XYZ here doesn't hold anything at Disney as this isn't an official website and no one can officially talk on behalf of the company here. Same thing with the date change. I know it is talked about here but if that CM says they can't do it then you either have to ask for management there or walk away and try later. It sucks but it is how it is.

 

[dnw25]

This. When DD has fallen (and its happened alot) i usually pick her up and carry her to a bench or seat, or even bathroom, to get it washed off and hopefully stop the bleeding before seeking outside advice. Also agree that a CM walking by could've thought it was an overtired or cranky child crying for an unlimited number of reasons. Sorry that happened nevertheless.

no benches nearby that I could see and no CM walked by. I would have asked them for help. Great idea about bathroom, although I had no idea where they are at CBR. At the time I just wanted to get him back to our room. Although, I guess if I could have somehow carried him and held the towel and lifted the fence latch to get back in to the pool area - that would have worked but I'm not so sure I could have juggled all that. The latch with him upset in my arms may have been too much. Good suggestion for the next time though.

 

[dnw25]

The bus does seem way out of proportion and I would email about that.

The injury I really don't know. Unless a CM actually was who walked by and ignored you it is so hard to even know if they were aware of the situation yah know. Not saying it is the best that people kept walking by but also just looking at it from both sides of the situation.

The room charging I would also definitely bring up. That does seem odd.

The price thing the rudeness is worth bringing up but just remember anything on the boards is not official. Only what is said when there is official in part of pricing. I've had ticket price issues before that here on the board was 100% told I should pay X but then when the CM went to do it they couldn't over ride it. Ended up being the type of ticket I had which was no big deal as it was just for the water parks but it can be frustrating still. Again the rudeness definitely should be brought up especially if you know which CM you dealt with but saying you were told XYZ here doesn't hold anything at Disney as this isn't an official website and no one can officially talk on behalf of the company here. Same thing with the date change. I know it is talked about here but if that CM says they can't do it then you either have to ask for management there or walk away and try later. It sucks but it is how it is.

Thanks. The supervisor at DS GS did fix the AP expiration. As for the tickets, they are straight forward PH. They quoted me the price UCT paid for them. So, in total I would pay almost $50 more for an AP than face value. I gave up after several attempts and just won't use them to upgrade.

 

[wilkeliza]

Thanks. The supervisor at DS GS did fix the AP expiration. As for the tickets, they are straight forward PH. They quoted me the price UCT paid for them. So, in total I would pay almost $50 more for an AP than face value. I gave up after several attempts and just won't use them to upgrade.

That seems to be more common. I don't use 3rd party tickets (that was actually the issue on mine I had no clue runDisney is treated as a 3rd party) so I don't know that. I know more and more CMs are quoting what UCT paid and not the value. Unfortunately it does seem like a lot of pixie dust for years and years to make the UCT cost the same as that day cost when upgrading and more and more CMs are saying it is only the value of what UCT sells them for.

 

[disneynutz]

I think that you are expecting too much at Disney.

The long and short of it is a WDW CM offered something to us, said it was done, but it was not. No problem, things happen. I thought it was a quick and easy fix. But the response we received at GS was shocking and for seemingly no reason. We were professional, matter of fact, and the CM essentially accused us of lying and cheating - over one day that their own CM offered. The responses from him spiraled down hill rapidly. I've never had that at disney. ever. Even more so since I have now read this forum about how AP expiration dates are manually entered in and can be easily changed. Next time talk to a manager if necessary.

Buses were just one thing at CBR. We are used to bad bus service. Waiting an hour seems excessive for MK bus - Sunday the 7th. Waiting 45 for HS, monday the 8th, seems long too, but something we've experienced at other resorts. I would not bother complaining for that reason solely. Buses run on different schedules depending on the time of day.

The pool thing is an odd one, I admit. When he fell thankfully I had two pool towels since he bled through one of them almost immediately. I sat trying to slow the blood. He is 3. I could not leave him. He was hysterical and I was likewise upset since I did not know if he had loose teeth or how bad the injury was to his lip. Numerous people walked by and all clearly saw an injured toddler and a mom with her hands full. Clearly they did not want to get involved. Thankfully some lovely Aussie couple asked if I needed help or assistance. They brought me extra towels and ice. I do NOT expect help from anyone. If it had been me, I would have at a minimum told a CM that someone needed help. It just seems odd to me in the time we sat in the middle of the walkway, outside the main pool entrance, that no CM ever walked by or after hearing wailing poked their heads out. That's all. Doesn't sit right. Again, don't expect help from another guest, but was thankful for it. Was too busy and upset to start screaming for help myself and honestly thought some CM would come along....eventually. If you couldn't move him to get help, have a bystander call 911 or you call 911. The call is answered by "Disney" and management, security, and paramedics will be dispatched.

Room charging was frustrating because DH spent 1.2 hours getting a work around that apparently the rank and file CMs in AK didn't know how to use. And it was HOT. Wasting time at GS for a solution and then at a QS only to strike out is not fun. Talk to a manager.

AP price, according to numerous people on this board price quoted was no where near correct. That combined with someone saying Disney doesn't care if I take a loss or come back was surprising. Maybe that the new norm and if it is, I won't complain. Fine. I just haven't heard that before. Talk to a manager.

Also had a GC get wiped out accidentally but that was resolved quickly when we realized it.

I get things happen, people have bad days, people say things they shouldn't, people can judge quickly, WDW is not perfect. We just had a lot of mishaps this trip. I keep hearing WDW cs standards are going down, and maybe they are.

Bill

 

[bettybooplove]

am I crazy over reacting? DH thinks so. Thinking about it later I was shocked no one came to check on my son and I as he wailed. We sat in the middle of the walkway for 30 minutes until I could get the bleeding to slow. Maybe I am just expecting to much. THe DS CM treating us poorly may just be the new way at wdw.

What would you like Disney to do about the injury now? Do you feel they are responsible for the actual fall?

I know it was probably upsetting to see cast members walking away from your bleeding child but perhaps they didn't think it was a life or death situation and since you were there they didn't think you needed additional help.

Just send an email to guest services and someone will contact you within the week.

 

[SaintsManiac]

.

????????

 

[Nancyg56]

am I crazy over reacting? DH thinks so. Thinking about it later I was shocked no one came to check on my son and I as he wailed. We sat in the middle of the walkway for 30 minutes until I could get the bleeding to slow. Maybe I am just expecting to much. THe DS CM treating us poorly may just be the new way at wdw.

I dont know, Ihad trouble following all the issues.

Honestly, I would break down the whole slew of problems and look at them objectly.

Buses? No reason not to let guest services know that you felt underserved.

The AP issue? You can also let Guest services knwo that the process was pretty awful.

I have no idea what happened with the room charging thing. I have had issues with the band but as soon as I went to the concierge desk, it was addressed.

The hurt child. This is where you lost me. If my child was so hurt that he or she was wailing, I would ask anyone passin gby to get a CM to call for help and if that was impossible, I would call 911 and go from there. I never expect anyone to handle my own kids, and if one needed immediate attention I can assure you I would make it happen.

So...I would send a message to guest services, but before doing so make sure that the issues you address are the ones that matter. I know that a few years ago I had "one of those trips" where by the tiem I left I noticed every detail that seemed to be lacking. I did discuss my main concern with the manager, but before doing so I made sure that I left out the little things that bothered me because I had gotten myself so worked up.

 

[Kaytie]

We were professional, matter of fact, and the CM essentially accused us of lying and cheating - over one day that their own CM offered.

Did the first CM tell you why they couldn't just do whatever it was, instead of sending you off to a different CM with absolutely no system verification of the offer? Generally things are noted on your account or attached to your tickets.

Numerous people walked by and all clearly saw an injured toddler and a mom with her hands full. Clearly they did not want to get involved. Thankfully some lovely Aussie couple asked if I needed help or assistance. They brought me extra towels and ice. I do NOT expect help from anyone. If it had been me, I would have at a minimum told a CM that someone needed help. It just seems odd to me in the time we sat in the middle of the walkway, outside the main pool entrance, that no CM ever walked by or after hearing wailing poked their heads out.

It makes complete sense to me that no CM ever walked by. They all have assignments. Lifeguards can't leave the pool area; front desk CMs have to be at the front desk; if where he fell isn't adjacent to a building, no reason housekeeping or luggage assistance would just be strolling by...

The bus does seem way out of proportion and I would email about that.

OP doesn't say when this all happened, but if they're still there, it should all be addressed with resort management. I'd be genuinely and just curious if they timed the buses. One trip, I ran across a guest at the end of the line berating a bus driver because he'd been waiting an hour. I'm nosy. I went up to the first people in line and asked how long they'd been waiting. Twenty minutes.

 

[wilkeliza]

Did the first CM tell you why they couldn't just do whatever it was, instead of sending you off to a different CM with absolutely no system verification of the offer? Generally things are noted on your account or attached to your tickets.

It makes complete sense to me that no CM ever walked by. They all have assignments. Lifeguards can't leave the pool area; front desk CMs have to be at the front desk; if where he fell isn't adjacent to a building, no reason housekeeping or luggage assistance would just be strolling by...

OP doesn't say when this all happened, but if they're still there, it should all be addressed with resort management. I'd be genuinely and just curious if they timed the buses. One trip, I ran across a guest at the end of the line berating a bus driver because he'd been waiting an hour. I'm nosy. I went up to the first people in line and asked how long they'd been waiting. Twenty minutes.

True if they are still there this is all best handled in person. Middle of the day 45 minutes is still long. Disney says "every 20 minutes" so that's what it should be. I wish I had taken a picture of that. I still have our be our guest guide or whatever that is so may look through that because that may be where I saw it. Of course they also say plan 90 minutes f you are going anywhere by bus so I guess if you leave your car and go straight to the bus stop and don't get where you are going with in 90 minutes then you can complain although they say buses come every 20 minutes.

 

[patty57]

but son fell outside pool entrance and in the 30 minutes we laid there with him wailing and bleeding, not one CM checked on us.

We laid there with him? Were both you and your husband there?