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

[itchin2go]

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.

I didn't see anything about call quality in OP's post. Maybe I misread. And why should OP have apologized to the CM?

 

[sunshine girl]

I honestly don't care what discount they released today, or what official Disney phone number was called, you shouldn't have had to wait 38 minutes on hold just to speak to a representative. Disney needs to fix this call center madness!! We Disney superfans will wait on hold and always come back, but your average person will be left with a potentially indelible bad impression.

 

[Halloweenqueen]

The OP mention there was a bad connection. She may have been driving or had bad cell service. I meant apologizing for not hearing the CM. Just a gentle courtesy, in case the phone issue was the caller. The issue may have been the CM's line. That's why I would have asked to be transferred to another respresentative.

 

[aimathy]

First of all, thank you to all of you who replied or offered advice in some way. I was unaware that I was calling the "wrong" number and wasn't aware that there was a separate number for recreation. I happened to just call the number I found on the page I was looking at....so if it was a release date for fall as well, then that could explain a lot. I have to admit that I literally laughed out loud at itchin2go's comment about Comcast. That's exactly what it was like!! I also smiled at amomma23's comment about Seinfeld. I seriously felt like I was on a joke show or something.

So overall, not calling the correct number didn't help my situation, so I'll take part of the blame for that. But 38 minutes on hold? On a day that sales came out? How about adding a few more people? And honestly, not understanding the woman had nothing to do with the fact that there was a bad connection. There was a bit of a language barrier involved.

I know that they can't know every single thing, about every single situation. But I'd like to think that if the people on DISboards can keep track of the many events and offerings at Disney, then they probably can as well. And, if not, there should be a way for them to easily type in the name of an event and see the information. As she was speaking, *I* typed it into the disneyworld.com search, just to be sure it popped up and it did. So the fact the she was unable to do that, or didn't know how to do that was odd. And it wasn't a case of doing the same general questions over and over and then throwing her for a loop. She didn't know the event, didn't understand what I was explaining to her and didn't know where to find the information about it.

Obviously, I wrote that when I was frustrated. Normally, my experiences on the phone with the representatives are great. It's just that this particular call was so completely "off" that I needed to vent! So thanks for listening.

And next time, I'll call the other number!

 

[Aurora0427]

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.

OMG, I spit out my water reading this. This is exactly what it is like calling Comcast, which is one reason we no longer have Comcast.

 

[Aurora0427]

First of all, thank you to all of you who replied or offered advice in some way. I was unaware that I was calling the "wrong" number and wasn't aware that there was a separate number for recreation. I happened to just call the number I found on the page I was looking at....so if it was a release date for fall as well, then that could explain a lot. I have to admit that I literally laughed out loud at itchin2go's comment about Comcast. That's exactly what it was like!! I also smiled at amomma23's comment about Seinfeld. I seriously felt like I was on a joke show or something.

So overall, not calling the correct number didn't help my situation, so I'll take part of the blame for that. But 38 minutes on hold? On a day that sales came out? How about adding a few more people? And honestly, not understanding the woman had nothing to do with the fact that there was a bad connection. There was a bit of a language barrier involved.

I know that they can't know every single thing, about every single situation. But I'd like to think that if the people on DISboards can keep track of the many events and offerings at Disney, then they probably can as well. And, if not, there should be a way for them to easily type in the name of an event and see the information. As she was speaking, *I* typed it into the disneyworld.com search, just to be sure it popped up and it did. So the fact the she was unable to do that, or didn't know how to do that was odd. And it wasn't a case of doing the same general questions over and over and then throwing her for a loop. She didn't know the event, didn't understand what I was explaining to her and didn't know where to find the information about it.

Obviously, I wrote that when I was frustrated. Normally, my experiences on the phone with the representatives are great. It's just that this particular call was so completely "off" that I needed to vent! So thanks for listening.

And next time, I'll call the other number!

Sounds like you got someone not that great at their job, or someone who is new. Coupled with a language barrier? Phone disaster! You're totally in the right for being frustrated. I have called the incorrect number before, and the CM has immediately transferred me and stayed on the line until the new CM picked up. So calling the incorrect number isn't really a great excuse for the CM you spoke with today to be so bad. IMO.

 

[crostorfer]

Even if you accidentally called the resort line rather than the recreation line, the representative should have been able to immediately transfer you to the correct line, like they do with dining. This should not have been the ordeal that it was.

 

[Disneychick75]

No excuses, the OP talked to a CM who didn't know her rear from her head. If they aren't knowledgable or can't speak the language, then they have no business working a phone for Disney. Before anyone gets their panties in a wad, I don't mean Disney should not hire foreigners or people who don't speak English.

 

[rcraw45425]

In all of my calls I've had great and terrible experiences, but the one that comes to mind is when I called years ago, before online booking was the norm, and spoke with a young man about fall room discounts. Booked (or I thought I did) a room at AKL and got a confirmation number. Called back the next day about something and no record of the confirmation number. They finally found record of my call and where the young man had noted that I was simply shopping for rates! NO reservation! Luckily I was able to book WL with what turned out to be a better discount than he had quoted me the day before but still....... completely dropped the ball! Hopefully you will be able to book your cruise soon with a knowledgable CM. As others have stated, I too have had some wonderful CM experiences.

 

[JoshuaShaw]

A long wait lead her to a CM who is required to be as quick and efficient as possible.

lol

 

[Dan Murphy]

At least you booked a great cruise; you'll have a fun evening.

 

[pmaurer74]

I have learned not to call on holidays, weekends or evenings... I had a bad call with Disney Visa last month. I asked them if they were new because she clearly did not know what she was doing. I think I offended her. I know it is not Disney but the Disney Visa people are almost always wonderful. I was thinking of doing the Pirates and Pals either this trip or likely next.

 

[grimley1968]

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.

I wonder if they get fired for not being able to transfer someone to the correct department?

Seriously, I used to work in a call center for about 10 years. On almost every contract we had, the CSR's would get into a lot more trouble (or outright firing) for a terrible call like the OP detailed than for failing to push anything other than what the customer calls about.

 

[disnut8]

My experience? If you can't "connect" with a Disney rep when you call, you hang up and call back right away. If you still can't "connect" with someone who understands you, you hang up and call back five minutes later. Not an hour wasted, just maybe ten minutes.

Disney is like any large company who "lends out" its phone calls. Especially at peak times as others have stated. The person who you were speaking with at first has probably never been to America, let alone Disney World. Just like when my husband called for help on a TV we just bought and was trying to get it connected to a older DVR. The cables weren't the correct ones and we found that out by researching on google.

 

[drdrowsy]

i called once a few years ago to cancel a tomorrowland terrace dessert party reservation. The online system wouldn't let me do it. The cast member informed me that i couldn't cancel because it was <5 days before the event. I went though all of my confirmation emails, the website, etc. and coudn't find that information anywhere. While i was trying to explain to the CM that I understood that that was the policy, but at least from any of the info that Disney published at the time, i had no way of knowing that, the CM hung up on me. I'm quite sure that it was on purpose, i was absolutely beside myself! Anyhow, i called back, explained the situation, and got the reservation canceled and refunded without a problem

 

[akaDaddy]

So that's where Maaaaa-Reeee ( I think that's how she spells her name; that's how she pronounces it any way ) went. I've missed her weekly calls letting me know my credit cards are in serious jepordy. She was such a caring soul to always be so concerned.

 

[danny1649]

Disers please relate your experiences to OP.Please this thread is taking on argumentative tone so please remain on topic and be respective of fellow members. Thank You Danny PS I have good and bad experiences with CM's on phone also many other companies and was frustrated. Most WDW calls are recorded and used for training.So I was T&D maker I made mistakes in reading a print to make a tool.So I'm glad I was allowed to keep my job.These folks are just trying to make a living like the rest of us. I will say some are better than others,I never had one who was impolite to me. Thanks again if you read this post. PS I read through posts again and I must have tried to read between the lines,thread is not argumentative so a apology is owed to you members , sorry Danny

 

[pooh4evr]

hung up on 2 times tonight !