Wow. That was the worst experience I've ever had with Disney's call center!

[aimathy]

So, I was on hold for 38 minutes to book Pirates and Pals for our upcoming trip. A woman finally picks up and it's very difficult to understand her. I told her why I was calling. Silence. Then I ask again to book the Pirates and Pals Fireworks Voyage. She asked me if I wanted to book a resort package. I told her I had a package already. She asked for all of my information and I needed to repeat each part no less than 2x each. (I'm not exaggerating.) Then she asked again why I was calling. I told her again about booking Pirates and Pals and she kept saying "you want to see the fireworks?" and I explained to her twice, what Pirates and Pals was like and what the full name of it was. She said "oh! On a boat? A cruise! I will transfer you to Disney Cruise Line!" I had to almost yell "no, no, no!" so I wouldn't get transferred to them!

I explained, again, the full name of the experience, where it was located, what it entailed and how much it cost. She began to read me all the fireworks and parade titles. Then she told me I could book a fastpass+ for Wishes. Sigh.

Finally, after realized that she didn't know what I was trying to tell her, she said she would check with someone. She went to transfer me (I was fully expected to get hung up on at this point! And probably would've gone crazy. Lol.) and THANKFULLY, a wonderful woman named Courtney got on the line.

She wound up helping me immediately and for that, I am thankful. I'm not thankful that I just spent almost an hour with this whole mess AND they don't have the booking window open for that right now, so I'm going to have to keep trying back anyway.

I have never had such a frustrating call with them!

 

[larryz]

Clearly you were not speaking loudly and clearly enough. Are you sure you were speaking English? And it's your own fault for not knowing the window isn't open yet.

(I commiserate -- I'm just anticipating some of the reasons you may hear why you weren't satisfied with your care...)

 

[LaurenT]

I've had CMs who didn't know what they were doing before - or what I was talking about. If it goes on for more than a couple of minutes, I just ask them to check with someone else - or if there wasn't a long wait to get a CM on the line, I just say I have to go and then I call back.

 

[godders]

oh you poor thing! Glad it all got sorted out in the end!

 

[Aggieamy5]

I have had some horrendous experiences with CMs via the phone this go around (far worse than even your experience)! I've noticed there is a marked difference in customer service and the type of phone CMs Disney is hiring versus when we went only a year ago. It's very sad...

 

[Halloweenqueen]

Recreation. 407 WDW PLAY

 

[Jadyreen1282]

Courtney? Aren't all the phones reps named after Disney characters. Maybe I missed that movie. I usually get Ariel or some such when I call.

 

[Halloweenqueen]

Sounds like OP called resorts on the morning when all the fall discounts came out. Calling the appropriate department first would have made the call go faster.

 

[Fizban]

So let me flip the switch on the conversation. We always call Disney when we make or alter our resort reservations and we go several times a year. I've been on the phone so often that I recognize at least 2 of the people on the call. There is one fellow named Beauregard that has taken care of us 4 times that i know of and the dude is just a hoot and darned helpful. Unfortunately it is the luck of the draw but they have some really good people on the phones most of the time.

 

[larryz]

Sounds like OP called resorts on the morning when all the fall discounts came out. Calling the appropriate department first would have made the call go faster.

Oh, I forgot that one...

 

[Mom2Stitch]

So let me flip the switch on the conversation. We always call Disney when we make or alter our resort reservations and we go several times a year. I've been on the phone so often that I recognize at least 2 of the people on the call. There is one fellow named Beauregard that has taken care of us 4 times that i know of and the dude is just a hoot and darned helpful. Unfortunately it is the luck of the draw but they have some really good people on the phones most of the time.

I have talked to him and he is great. Too bad all of them aren't as good.

 

[isestrex]

Courtney? Aren't all the phones reps named after Disney characters. Maybe I missed that movie. I usually get Ariel or some such when I call.

How could you forget the beloved Courtney from Disney Channel's American Dragon?
http://disney.wikia.com/wiki/Courtney

 

[Jadyreen1282]

Aha! Did she sound like "Courtney"?

 

[jtowntoflorida]

My theory is that during high volume times (like Mondays) they bring in more people who pick up overflow call center work for Disney, who may not be as knowledgeable as more regular employees located in actual Disney call centers. This is just my theory, and also before anyone bites my head off...this doesn't mean that ALL people who may do overflow call center work are less knowledgeable than regular CMs. I just know that my company uses an overflow call center when call volume is high, and those contractors are reading from scripts and just don't have the product knowledge base that our actual onsite employees have because those overflow folks don't do our stuff exclusively like our own employees do.

OP, I'm sorry for your poor experience.

 

[jaccceee]

Sounds like OP called resorts on the morning when all the fall discounts came out. Calling the appropriate department first would have made the call go faster.

You should have screamed this in all Caps. It hit me 20 minutes after reading this. Then went straight to mousesavers and then I had to find this post to thank you. Thank you! I'm talking about the FALL DISCOUNTS! not the sound advice to OP about calling appropriate department.

 

[momof2n2]

I'm sorry, OP. I hope you are able to reserve P&P with your next call. I detest time on hold like that. I get anxious I will be disconnected!

Clearly you were not speaking loudly and clearly enough. Are you sure you were speaking English? And it's your own fault for not knowing the window isn't open yet.

(I commiserate -- I'm just anticipating some of the reasons you may hear why you weren't satisfied with your care...)

larryz - you always make me smile

 

[Halloweenqueen]

Monday's are generally the busiest day to call any call center. Add the offer opening and wait times really grow. I understand the OP's frustration, but calling the resort reservation line was a bad start. A long wait lead her to a CM who is required to be as quick and efficient as possible. She is handling a high volume of calls. The calls tend to take on a pattern...think of any task...do it repetiously, dozens, hundreds, of times. Let's say you are making red scarves. Over and over again you pick up yarn, switch colors, count rows. Then someone tells you to make a pair of blue jeans. You may pause. You are trying to get back to making scarves as quickly as possible AND help the person who requested blue jeans.

The call quality probably didn't help. I would have apologized to the CM and called back. Or asked to be transferred if I believed the phone issue was the agent's problem.

Resort agents handle new bookings, modifications, cancellations, rental cars, Magical Express, My Disney Experience, La Nouba, Limo services, Memory Maker, in room celebrations, ticket purchases, special event tickets, annual passes, military offers, passholder billing inquires, florida special offers....Plus handle all general questions about travel packages, dining plans, special room requests, park information, bus information, check in information, MDE questions, and resort general questions. That's a heck of a lot to know!

 

[itchin2go]

So, I was on hold for 38 minutes to book Pirates and Pals for our upcoming trip. A woman finally picks up and it's very difficult to understand her. I told her why I was calling. Silence. Then I ask again to book the Pirates and Pals Fireworks Voyage. She asked me if I wanted to book a resort package. I told her I had a package already. She asked for all of my information and I needed to repeat each part no less than 2x each. (I'm not exaggerating.) Then she asked again why I was calling. I told her again about booking Pirates and Pals and she kept saying "you want to see the fireworks?" and I explained to her twice, what Pirates and Pals was like and what the full name of it was. She said "oh! On a boat? A cruise! I will transfer you to Disney Cruise Line!" I had to almost yell "no, no, no!" so I wouldn't get transferred to them!

I explained, again, the full name of the experience, where it was located, what it entailed and how much it cost. She began to read me all the fireworks and parade titles. Then she told me I could book a fastpass+ for Wishes. Sigh.

Finally, after realized that she didn't know what I was trying to tell her, she said she would check with someone. She went to transfer me (I was fully expected to get hung up on at this point! And probably would've gone crazy. Lol.) and THANKFULLY, a wonderful woman named Courtney got on the line.

She wound up helping me immediately and for that, I am thankful. I'm not thankful that I just spent almost an hour with this whole mess AND they don't have the booking window open for that right now, so I'm going to have to keep trying back anyway.

I have never had such a frustrating call with them!

My theory is that during high volume times (like Mondays) they bring in more people who pick up overflow call center work for Disney, who may not be as knowledgeable as more regular employees located in actual Disney call centers. This is just my theory, and also before anyone bites my head off...this doesn't mean that ALL people who may do overflow call center work are less knowledgeable than regular CMs. I just know that my company uses an overflow call center when call volume is high, and those contractors are reading from scripts and just don't have the product knowledge base that our actual onsite employees have because those overflow folks don't do our stuff exclusively like our own employees do.

OP, I'm sorry for your poor experience.

My first thought was that you accidentally called Comcast.

My second thought was that the overflow call center is staffed with Comcast employees.

Every FIRST call I have with Comcast goes like that. Then I call back and get someone who seems to be on the ball, and then the call gets disconnected. 4 calls later, and I have usually gotten somewhere.

 

[Halloweenqueen]

Disney isn't Comcast.

Guess I saw that Comcast story differently as most. I recognized an agent who was being pressured by her superior to use every required tactic and spiel. Call centers are high pressure jobs. Not offering an extended warranty, for example, on every call could get you fired.

 

[amomma23]

I had a hard time with Pirates and Pals a few weeks ago. I DID call the correct number, but the automated system couldn't figure out what I was talking about. It kept asking if I wanted to hear the fireworks schedule. It felt like that episode of Seinfeld where Kramer is doing his own version of movie phone... "Why don't you just tell me the name of the movie you'd like to see?"