Worst Customer Service Phone Conversation

[MakiraMarlena]

However, it is accurate that Via Napoli does not allow splitting whether you are on the dining plan or not.

No, it's not completely accurate.

They DO allow you to split pizzas if you are not on the dining plan. I don't know about what they do regarding non-pizza dishes.

If you are on the dining plan, each guest must spend a credit, they won't allow multiple guests to eat off one credit. And pizzas are limited to individual size only. There have been some who said they could pool credits for larger pizzas, but only if they were, for example, a party of two pooling two credits. They would not allow a party of three to eat off two credits.

 

[cedricandsophie]

Phage been to most of the nicer restaurants, including artist point, California grill, jiki, etc. never a problem. My husband and I often split an entree after each ordering an appetizer. And then share a dessert. We never get the dining plan so I can't speak to that.

 

[surferdave]

Not defending the rude behavior. However, it is accurate that Via Napoli does not allow splitting whether you are on the dining plan or not. It is remotely possible that she was on that screen when speaking to you, but as others have said, if I am not clicking with one of the phone CM's, I just call back until I get a GREAT one!!!

I certainly don't hold out for a GREAT one, that might take weeks!

 

[imthemamahere]

Wow. I've called the WDW DINE line a bunch of times and never had a negative experience. The bad info is bad enough, but being nasty/accusatory? Totally uncalled for. I hope you did the survey after the call to let management know about your (very valid) complaint.

You've already gotten answers about your splitting question. If you get an uncooperative CM on the phone another time, just say thanks, hang up, and dial back again to get someone who isn't carrying a chip on their shoulder.

 

[UncleMike101]

Splitting meals isn't allowed at buffets, all-you-care-to-eat meals, and if one person is on the dining plan but the person they're sharing with is not on the dining plan. I also presume it's not allowed on a prix fixe dinner. Via Napoli doesn't allow splitting meals when using the Dining Plan. Not sure if they have a cash/CC policy also. They aren't a Disney restaurant and have some strictness at their place.

Sorry about the terrible, rude response of the CM. One thing I've learned as I become more and more of a Disneyworld veteran, is that if the CM you spoke with gave you an answer that was not what you expected, you simply toss the conversation out of your head and call again. You might need to call a third time or a fourth. There is a tremendous amount of wrong info the Disney CMs are handing out, and it pays off to keep trying. I had to do that just recently when booking my (180+10) ADRs with a Disney split stay. Two separate CMs wouldn't book my entire stay, just the first resort. Said the computer wouldn't allow it. The third CM I called was able to handle it, with no problems!

This^^^^^^
I called about an ADR glitch and was told by a lady, who obviously didn't speak English as her primary language, that what I wanted to do was "Strictly against Disney policy".
I called back a little later and spoke to a lady, with a distinctive, soft, Southern accent, and was told, "No problem. We'll fix that up right away."
Which she did.
Perhaps some people in the Disney organization have more interest in seeing that the guests are treated with respect than others.
At least that's the feeling that I got from the encounter.

 

[princessallegra]

I've never had a rude CM, just wrong ones. I've learned that if they believe or tell me something that I know is wrong (that stops me from getting what I need from them) not to try to convince them otherwise. I just tell them thanks but I gotta see a guy about a thing, bye! Then I call back and hopefully get someone different who helps me.

Before my last trip I wanted to change my resort from POFQ to POR and the first CM I called claimed there was no vacancy (I had already checked myself). I promptly said thank you that's all sorry no more time, hung up, called back, got another CM and made my change.

Lol I do this exact thing

 

[ems_mom]

I just want to reinforce what previous posters have advised. Call back! I do believe that plate sharing is fine, even on the dining plan, as long as all of your party is on the same plan. Some restaurants not operated by Disney do not allow sharing.

I had to call three times for an AP discounted room reservation with the dining plan. I knew it could be done but only the third person was willing to work it out. The first two just said no, can't be done.

Persistence is the key!

 

[smidgy]

I hate to be redundant, but we split meals all the time.


now, as to the phone CMs. once I called to make ADRs . The girl didnt' seem to know too much. I live in a small town in Ilinois, and we got to talking (that's the way I roll), and she lives one town over. even knew of the restaurant where I waitress! her kid were students at the high school my kids graduated from.

ok, she has NEVER BEEN to WDW!! she works out of her home on the phone for ADRs she was very nice and I gave her lots of advice about Disney.

but after chatting a while, I called back to get another CM.

 

[surferdave]

For the record, when I suggested cutting off a bad CM and calling back I don't mean to dismiss or marginalize the poor service that Disney gives on the phones on a consistent basis. It's a workaround for what I think is a really bad problem Disney needs to fix.