Why do CM's get mad when calling about a PIN?

[Macduffy]

I booked our vacation for the end of September to secure the Kids Play Free deal but I'm hoping that SOMETHING is offered for October. I've seen some posts about people calling to ask about PIN's being attached to their name and I was surprised at how many people get rude CM's or who won't even look for you. My question is why? and has it ever stopped you from calling? I want to call but worried I'll get lectured or get someone rude..... is there a reason I should feel bad about calling?

 

[pmaurer74]

I usually ask about pins when I am calling for another reason so I am not calling just for that. I don;t see why they would mind... they shouldn't really care.

 

[sjs314]

The way I understand it is while the CM do not actually work on a comission basic, they are under pressure to meet certain quotas for "new Bookings" or possibly face termination.
Each call not related to making an actual booking, such as calling to see if you have a pin# attached to your name means time spent that could possibly be taking the CM away from answering a call to book a new reservation.
I could see why if a CM was picking up on a lot of calls just asking about a pin# they might get a bit annoyed.
I have never called asking about a pin#, just a bit intimidated by the stories of CM's who get upset, but I really want to call to see if I have one for late Oct.

 

[GovieMom]

I called for the first time recently to ask if I had a PIN on file, to see if I could get one of those 40% deals everyone else seems to be getting, instead of the 25% general public one. The CM I spoke with said 25% was the best I could do, professed to having never heard of a PIN code and what was that, etc., etc. She was a bit snippy about it, which has put me off from attempting to call again.

 

[Firefly09]

Makes no sense because what happens if they do find a pin code for you?? You're more likely to book a vacation right? duh!

 

[disadventurer]

The way I understand it is while the CM do not actually work on a comission basic, they are under pressure to meet certain quotas for "new Bookings" or possibly face termination.
Each call not related to making an actual booking, such as calling to see if you have a pin# attached to your name means time spent that could possibly be taking the CM away from answering a call to book a new reservation.
I could see why if a CM was picking up on a lot of calls just asking about a pin# they might get a bit annoyed.
I have never called asking about a pin#, just a bit intimidated by the stories of CM's who get upset, but I really want to call to see if I have one for late Oct.

If this is truly the case, maybe a line dedicated to pin code questions would be in order. Good for the CM and good for the customer. Just think of the information on potential customers that wouldn't be lost if they didn't qualify for a current promotion, which they may on the next one. Opportunity shouldn't be squandered and it's just good customer service--magic is everywhere.

 

[LuzzBightyear]

Is it possible to find out if you have PIN codes via email or through the IM tool they have on their website?

 

[CR Resort Fan 4 Life]

The way I understand it is while the CM do not actually work on a comission basic, they are under pressure to meet certain quotas for "new Bookings" or possibly face termination.
Each call not related to making an actual booking, such as calling to see if you have a pin# attached to your name means time spent that could possibly be taking the CM away from answering a call to book a new reservation.
I could see why if a CM was picking up on a lot of calls just asking about a pin# they might get a bit annoyed.
I have never called asking about a pin#, just a bit intimidated by the stories of CM's who get upset, but I really want to call to see if I have one for late Oct.

Here are the problems with WDW's system that the Cast Members must always make brand new reservations when a guest calls or risk being fired if that doesn't happen.

If a guest calls to cancel a reservation will that Cast Member risk getting fired because there is no option to cancel it on the WDW website, where as all other hotel companies have a cancelation option on their websites.

When a guest calls to change their resort that Cast Member is actually doing something legit even though it's not technically a new reservation being made.

When guests call because their confirmations have not been e-mailed for a few days which has happened to myself and others on here what are we supposed to do? It's the responsibility of the Disney Reservations Center Cast Members to mail them out, however if we don't get them are we not supposed to call and ask to e-mail them again? I don't think so because as guests it's our right to have them, so we don't feel guilty when calling for them.

So basically part of these problems with quotas that the Cast Members need to make is the fault of their managers, not the guests who call with legit questions or help.

 

[krichards]

Makes no sense because what happens if they do find a pin code for you?? You're more likely to book a vacation right? duh!

EXACTLY! I called last night to get quotes and ask about pins and ended up having a discount on my account. I don't know the exact amount but I think it was around 30-40%. Anyways I ended up booking 3 cabins with my discount for 16 people at Fort Wilderness Cabins so I think if would be in their best interest to be nice. If I would have gotten someone rude I would have hung up and tried again. I don't need rudeness when I have Disney on my mind!

 

[Turk February]

I called twice to check on a pin and both times the CM was extremely friendly and more than happy to check for me.

 

[TiggerInLBV]

You are going to Walt Disney World because you want to escape the realities of life and go to a place where Magic lives!

You should never feel uncomfortable to call Disney to ask if there is a pin code under your name. If a CM is rude ask to speak to their Manager as that is not acceptable. You should expect to get Magic when you call Disney so keep on calling.

I don't know if there are quotas or not but in life everything balances out right?

Emails can take up to 24 hours and occasionally there may be times when it takes longer. You can always log on to disneyworld.com and click on "MyDisneyVacation" to view and print your reservation.

If you don't call Disney who will? The Disney Magic is there for you to take, so take it!

 

[larryz]

When I call, I always price out a few vacation options, then ask at the end of the call if I "can expect that any discounts might be applied?"

That's my "code" for "do I have a pin?"

The CMs usually are pretty straightforward about "yes" or "no."

 

[nrpofp]

Here are the problems with WDW's system that the Cast Members must always make brand new reservations when a guest calls or risk being fired if that doesn't happen.

If a guest calls to cancel a reservation will that Cast Member risk getting fired because there is no option to cancel it on the WDW website, where as all other hotel companies have a cancelation option on their websites.

When a guest calls to change their resort that Cast Member is actually doing something legit even though it's not technically a new reservation being made.

When guests call because their confirmations have not been e-mailed for a few days which has happened to myself and others on here what are we supposed to do? It's the responsibility of the Disney Reservations Center Cast Members to mail them out, however if we don't get them are we not supposed to call and ask to e-mail them again? I don't think so because as guests it's our right to have them, so we don't feel guilty when calling for them.

So basically part of these problems with quotas that the Cast Members need to make is the fault of their managers, not the guests who call with legit questions or help.

There are a lot of problems with the wdw system. As a first timer it has been frustrating. I had to call 3 times to see if my online payment went through. When I am charging 7,200 to my credit card I would like a immediate confirmation. Not an email 48 hours later. I do a lot of shopping online I always get confirmations immediately that I can print. My dining reservations have disappeared. It would be nice if they would update their system so you can make changes online like most resorts. I had started another thread about making changes to a reservation and was told I was endangering cms jobs.I think if your spending thousands of dollars on vacation you should be entitled to ask questions and change your mind without feeling like your wasting somebodys time. By the way I love the Universal reservation system. A five second recording and then a live person picks up its great. It takes about 1/10 the time to make a change.

 

[CR Resort Fan 4 Life]

There are a lot of problems with the wdw system. As a first timer it has been frustrating. I had to call 3 times to see if my online payment went through. When I am charging 7,200 to my credit card I would like a immediate confirmation. Not an email 48 hours later. I do a lot of shopping online I always get confirmations immediately that I can print. My dining reservations have disappeared. It would be nice if they would update their system so you can make changes online like most resorts. I had started another thread about making changes to a reservation and was told I was endangering cms jobs.I think if your spending thousands of dollars on vacation you should be entitled to ask questions and change your mind without feeling like your wasting somebodys time. By the way I love the Universal reservation system. A five second recording and then a live person picks up its great. It takes about 1/10 the time to make a change.

I agree with everything you said.

 

[Amy&Dan]

It is annoying that some cm's get peevy when you ask about pins. I did end up telling one of them "look, its YOUR system of having these pins in the first place that causes me to have to call, I am just trying to save money so I can afford to come to WDW". She got nicer after that.

Keep calling, if they are rude, don't let it get to you, its their job and maybe they need to express their frustration to higher management not to the customer.

 

[PureTcrazy]

We're the ones waiting on hold and going through a series of automated questions until we can talk to a CM AND WE'RE PAYING FOR THE CALL! Sorry, but that is one of my pet peeves. I just can't believe that they can't have an 800 number to call.

 

[sjs314]

I called today to modify my reservation , I wanted to add a day and also add a day to our park tix since we have decided to take a late flight back giving us more Disney time. I planned on asking about a pin in case I had one which would allow me to book late October like so many have reported getting. I have been holding off on calling just to ask about a pin#

Well right off the bat I had trouble understanding the CM do to an accent, the CM was one of the most curtious ones I have spoken to but needless to say I forgot to ask about a pin #

As of now have not recieved my new email confirmation, if it do not come by morning I plan on calling about the confirmation and asking if I have a pin. Fingers crossed I have one and I get a nice CM

 

[sjs314]

I called again this morning to have the email confirmation sent since one had not arrived after my most recent changes, while I had the girl on the line I asked her very nicely if she could check to see if I might have a pin# attached to my name that might extend further into the year. She was very nice about it , unfortunately no pin# for me

I do not think I will be afraid to call anymore

 

[mommyoftwinz]

Glad to hear I'm not the only one with this experience. My husband threw out my disney flyer before I could grab it and I didn't get to see my PIN code so I called to see if there was one attached to my account. She was being so vague, so I told her the story and could they send me another one. No they don't do that, so she said that I did have one on my account but wouldn't tell me how much but was happy to try some dates for me. Finally I asked her again what the PIN was and she said 20%, so I said no thanks, bye bye. What a hassle. I can book it online myself for that discount for the dates I want, actually may even do better.

 

[disneydreamin247]

Glad to hear I'm not alone with getting grumpy CMs. I called one night to ask about a PIN and was asked if I received an email or a postcard. When I said no the CM rather angrily replied that if I had one I would have been notified of it by one of those methods but he would check. Unsurprisingly, there was no PIN.