Why did they cancel my fastpass?

[JimmyV]

Is that in the dictionary ?

Clearly not in Disney's!

 

[Luckybee]

Clearly not in Disney's!

I meant "cluster" ....but with the new quote feature it got buried....lol.

 

[JimmyV]

I meant "cluster" ....but with the new quote feature it got buried....lol.

Ahhh. Well then... I suppose the Urban Dictionary might be a place to look. NSFW.

 

[wisblue]

And some people consider this degree of confusion and misinformation to be "good customer service". The ride is either going to be open or closed from 4/20-4/28. How hard is it to get a memo distributed to the customer service reps informing them of this fact with talking points to tell people when they call? Gettin three different answers from three different people is not good customer service, even if one of them happens to toss you an extra FP.

Please show me anyone who has said that CM's on the phones giving out inaccurate or inconsistent information is good customer service.

I do not find this to be an acceptable level of service and, frankly, it is the only part of this episode that bothers me. For the reasons I've given in the thread, all of the other aspects of this provide, at worst, a very minor inconvenience.

 

[Cormoran]

Anyone who thinks this type of customer disservice is good has to be relatively young. The current customer service climate(not just at Disney) is quite frankly horrid, and I have found that the only ones who think it is even tolerable are all 30 and under, and who honestly never experienced truly good customer service so that they don't know any better...lol.

I disagree about the age thing. I know a lot of the people on these boards, who are making excuses for Disney's poor customer service are way over 30. I am rather baffled by the idea that to be a Disney fan you must accept everything and never criticize their poor performance. Doesn't make any sense.

 

[Luckybee]

I disagree about the age thing. I know a lot of the people on these boards, who are making excuses for Disney's poor customer service are way over 30. I am rather baffled by the idea that to be a Disney fan you must accept everything and never criticize their poor performance. Doesn't make any sense.

You're probably right. I was speaking more in general I guess. Tis true that most of the Disney apologists on the boards do appear to be older.

 

[DisneyKidds]

.....and then they change it to crappy Tomorrowland Speedway...something I NEVER would have chosen.

Ummmmm.....can you, you know...CHANGE IT....to something of your chosing?

 

[DisneyKidds]

If the ride closed under legacy FP, the machines would just be covered. You would have walked right on by. You never would have scheduled your day around it to begin with.

And in this case you 'walk by' simply by scheduling something else, no? Hey, if it's a glitch, bad on Disney, but they'll probably fix it and everyone will get their SM back. If it's down for a reason....rides and schedules are subject to change. Everyone take a breath, and you'll laugh about the fire drill later!!!

 

[JimmyV]

Please show me anyone who has said that CM's on the phones giving out inaccurate or inconsistent information is good customer service.

"At any rate, sounds like they're compensating for the trouble and that's what says good customer service to me"

This was posted AFTER each of the passages that I quoted.

 

[mom2rtk]

And in this case you 'walk by' simply by scheduling something else, no? Hey, if it's a glitch, bad on Disney, but they'll probably fix it and everyone will get their SM back. If it's down for a reason....rides and schedules are subject to change. Everyone take a breath, and you'll laugh about the fire drill later!!!

That assumes of course that what you now want is now available at the time you want it.

 

[cakebaker]

"At any rate, sounds like they're compensating for the trouble and that's what says good customer service to me"

Since you quoted me... Here's where you made the comment about what people consider to be good customer service

"So weird, this is what I was first told last week when I called, but yesterday the lady said there is nothing in the system indicating a refurb, apologized and gave me my FP back for any time for that day. I hope it's going to be operational that day... because now I got a FP back for it and hope it's not useless."

Your response:
"And some people consider this degree of confusion and misinformation to be "good customer service". The ride is either going to be open or closed from 4/20-4/28. How hard is it to get a memo distributed to the customer service reps informing them of this fact with talking points to tell people when they call? Gettin three different answers from three different people is not good customer service, even if one of them happens to toss you an extra FP."

So, to be clear- the quote you used of mine was made well before this post that you commented on and was directed at a completely different quote. I have as yet, not made any comments since the posts showing yet more confusion so you really have no idea what my opinion is.

I'm not taking the time to go back and read through and check the time stamp on every quote you made in your other post- but I think most of them were very early on in the incident. When I made my comment, it would have appeared that Disney had settled the issue and they were giving compensation to those who called. That, is indeed, good customer service and at that point, is where I made my comments. Not after posts that would make it appear that things are not settled.

 

[JimmyV]

So, to be clear- the quote you used of mine was made well before this post that you commented on and was directed at a completely different quote. I have as yet, not made any comments since the posts showing yet more confusion so you really have no idea what my opinion is.

No. To be very clear, your post was in direct response to a poster who referred to conflicting information, but who also got an extra FP out of the deal. You are willing to overlook the conflicting information and complete lack of coordination by Disney as long as the guests get a freebie. That is what I was referring to. Posts #200 and #202 tell the story.

 

[Cormoran]

That assumes of course that what you now want is now available at the time you want it.

I think one of the people who lost Their SM, was debating between SM and 7DMT. I wonder if 7DMT is still available at an appropriate time for this guest. Another guest lost his FP+ for SM in th emorning and was switched to a Speedway at 9pm! Kind of ridiculous.

 

[KPM Disney]

Cakebaker and JimmyV find something else to do, your replies are getting annoying and are bogging down this thread.

For those interested, just talked to Disney, the ride is schedule to be back open on Friday, April 23rd. The person helping me was reading an email that just came through on the refurbishment schedule. Hope this helps!

 

[cakebaker]

Rather than bog the thread down with continued debate by those not personally affected- I'll just say glad to hear it's settled ....hopefully.

 

[JimmyV]

*

Ditto...and out.

 

[Cormoran]

Cakebaker and JimmyV find something else to do, your replies are getting annoying and are bogging down this thread.

For those interested, just talked to Disney, the ride is schedule to be back open on Friday, April 23rd. The person helping me was reading an email that just came through on the refurbishment schedule. Hope this helps!

So, does it give specific dates for the refurb? From when to when?

 

[AzzySpazbourne]

Cakebaker and JimmyV find something else to do, your replies are getting annoying and are bogging down this thread.

For those interested, just talked to Disney, the ride is schedule to be back open on Friday, April 23rd. The person helping me was reading an email that just came through on the refurbishment schedule. Hope this helps!

Wait... Did they say Friday.. Or the 23rd?The 23rd is a Thursday... That was the day they cancelled my original FP.

 

[KPM Disney]

Sorry, yes, Friday, April 24th it will be back open.

 

[hpriamson]

Cakebaker and JimmyV find something else to do, your replies are getting annoying and are bogging down this thread.

For those interested, just talked to Disney, the ride is schedule to be back open on Friday, April 23rd. The person helping me was reading an email that just came through on the refurbishment schedule. Hope this helps!

April 23 is a Thursday. - Never mind, see you addressed that already.

I just got off the phone with a CM, for the 4th time since Tuesday, and this one wasn't even aware people were getting their Fastpasses cancelled and at first claimed there was absolutely no closing scheduled! After 5 minutes on hold, he told me there may or may not be a closing at that time, but there are no firm dates available. So that's four calls I've personally made in 3 days, receiving a different story each time. If anyone chooses to call that "good customer service", I would certainly never want to shop at any business you owned.

And it only got mentioned briefly back on the 1st page of this thread, and I'm purely speculating here, but I wonder if they're doing some sort of promo for the new "Tomorrowland" movie that comes out in May. That could explain why the information is so lacking on this - if it's some crap involving Disney movies, Disney marketing & scheduling actors appearances, as opposed to a straightforward maintenance shutdown, it could really be in a continuous state of flux. If it does turn out they are closing one of their top rides for something like that, I'll be pretty ticked off.