Yesterday...GAC snafu....weather..crowds and stolen merch

[Mel90210]

this is exactly what I thought. unless you know for sure they were laughing directly at you for whatever reason, which is unclear here, you shouldn't assume it was about you. assumptions get a lot of people in trouble for no reason at all :-/

We were the only families standing at the handicap line...and when I first approached the chained area...and asked...excuse me is this where we go for this (holding up my card) he said I have no authority over this ride...and turned back around.....so yep pretty sure as were the other 3 families that we were the ending joke. Especially since he said "they have guest assistance cards"

 

[lurpee]

Well yesterday we headed to the happiest place on earth......and it was sooooo warm...horribly warm. And it was very crowded.....I was surprised because it wasn't as decorated Halloween'd (if such a word..lol) out as I had seen in years past. We obviously had our GAC and could not get help from a cast member that was standing there, and turned and laughed at us and another family in a wheel chair. I then went to City Hall and had to plead with the cast member to call a supervisor......in the meantime the other family he laughed up showed up and wanted to lodge a complaint about the castmember. It's strange how much you bond with strangers in lines. Then the topping on the sundae was my stupid choice to leave a bag of merchandise in the stroller while on Haunted Mansion. We came out to have our stroller moved in a really random spot with no other strollers. I felt horrible as we only did 4 rides total ...and when I flagged down a CM he got security involved. I assumed since our day has really really gone down hill at this point...that we would just have to re purchase the toys. Imagine my surprise when security was called and we located the stroller he asked for my receipt and my AP..and then said he was he was escorting us up front to get our merchandise compliments of Disneyland. I broke into tears....traveling with a challenged child is hard enough...and then to be laughed at....to end with the kindness of Disney was overwhelming!!!! I cannot thank them enough...and will continue to spend all hard earned money there. When the chips where down...Disney came through. Thanks to Mike in security for being understanding ..going the extra mile..and appreciating my son's handicap and entertaining him while mom re shopped for our 147.00 in merchandise!!! I heart you Disney!!!!

34 year old naive kid here, I was just shocked to read that a CM laughed at you. I probably would have flipped! I don't think you get to be a jerk in customer service, no excuses really, and I work 50+ hours a week in customer service. I set the bar even higher for Disney!

I am really sorry about all the trouble you had but in some ways, I would think that the $147 reimbursement of merchandise would almost more than make up for it--major downer before a major restoration in humanity (okay, okay, corporate humanity).

 

[Malcon10t]

We were the only families standing at the handicap line...and when I first approached the chained area...and asked...excuse me is this where we go for this (holding up my card) he said I have no authority over this ride...and turned back around.....so yep pretty sure as were the other 3 families that we were the ending joke. Especially since he said "they have guest assistance cards"

Maybe because Buzz is an accessible ride, he was unsure of what you were needing. For us, we use the regular line, and then once in the building, at the Blue door with the handicap sticker on it, we go through it.

 

[Sherry E]

...I was surprised because it wasn't as decorated Halloween'd (if such a word..lol) out as I had seen in years past...

This has been one of my main issues about the Halloween Time season. We've discussed it a lot in the Halloween Superthread. I've been saying that, despite the "Carnival" at the Ranch/Round-Up area, the overall celebration of Halloween Time has been scaled back over the years.

The largest concentration of decorations and other themed things (like monster-related music) for Halloween Time, in both parks, took place back in 2007 and 2008. Since then, things have been disappearing, slowly but surely. California Adventure is pretty much lacking in any Halloween touches at all (even with the "Frankenweenie" exhibit). The floral, masked Halloween Mickey is gone from the Disneyland entrance this year. The Villains no longer have their own separate photo spot, and you can only meet one Villain at a time at the Carnival. Even the costume-clad characters can now only be found at the Carnival, and not on Main Street, during the daytime.

I know that the holiday season this year is supposed to be bigger and better in that DCA will get more involved in the festivities, and Cars Land and Buena Vista Street will have a full array of decorations. I can only assume that maybe Team Disney Anaheim wanted to save their 'holiday decorating budget' for the Christmas season, and Halloween Time suffered for it!

 

[Mel90210]

Well update my little mouse folks...I contact Mary Nevin who is a higher up in guest relations on her cell. Don't even ask how I got it....she obviously was upset as well....and I told her the only reason I wanted to let her know is they had two seperate people complain against the CM. I told her...I am not even sure how the report was filled out since the City Hall CM grab a piece of scrap paper to right it down. The more I think about the two seperate incidents of him not helping but laughing ...the more upset I got. And honestly I wasn't even sure that the higher ups know about these things. To ME it's pretty serious...to the lady that is from beyond Fresno it was pretty serious. She said to call her office when we come next time so they can arrange something for us. I told her that we were not looking for that we have Premium passes....and only stay for about 4-5 hours anyway. But I did want her to know about the issue and that he definately needed some Disney Magic training. I feel much better knowing that someone ..regardless of what happens to the information...knows about it.

 

[Disney Dreams]

****sorry you don't believe it. The CM would not assist...and we waited for 8 minutes to find out where we should go as it appeared the ride might actually go down. There was another parent there ...he just wanted to go in to see if he could find his dropped item. Finally another cast member came...and I asked if we could please***now 3 families** could get some assistance...and he went up to the orginal cm who turned..faced US (((((3 different familes at this point((((( and laughed and said they have GUEST ASSISTANCE CARDS....and LAUGHED. Thank goodness then the man behind us had enough at this point...opened the chains himself and said come on ladies. We ran into the buzz lightyear cm who apologized. So I am sorry you have a hard time believing it...I was there it happened. TWO of us filled out reports and forced the City Hall cm to call his manager....as the apology at that point..wasn't going to cut it.

Why would they be laughing at you? For what reason? They see people in wheelchairs all day long. I'm just saying that I understand the sensitivity to a disability, but it makes zero sense that they would be laughing at something that is normal in their daily routine. I'm sorry if I missed it, but what attraction was this at?

As for the parts I bolded, forgive me, but it sounds like the man behind you and whomever followed him was out of line. "opened the chains himself" - what chains? At the ride? Those are there for safety reasons. For a guest to open those and proceed through them is completely inappropriate.

Then you say "forced the City Hall CM." That sounds extremely abrasive to me. Why not let the CM handle it? Why would you force anyone doing their job to do something? It just sounds very strong and forceful the way you describe it. Just like opening a chain does.

And as for "the apology ... wasn't going to cut it," what did you want? I think it's important when we, as customers ask for someone to listen, that we know what we expect. What were you expecting as a result of your complaint? Seriously asking.

I think it's amazing that Disney gave you $150 to replace something you left in your stroller unattended.

- Dreams

ETA: Just read your last post above.

Well update my little mouse folks...I contact Mary Nevin who is a higher up in guest relations on her cell. Don't even ask how I got it....

I feel much better knowing that someone ..regardless of what happens to the information...knows about it.

You felt so strongly about this that you contacted a Disney Resort Vice President on her cell phone? I am guessing there is much more to the story that we understand. Did you let Mary know about the wonderful CM that gave you $150 in merchandise as well?

What I still don't understand is why you felt no one knew when you told a CM at City Hall. They log everything.

Anyhoo... glad you are happy about your situation.

- Dreams

 

[momrek06]

TO the OP and to everyone reading this thread.........TAKE all your valuables when going into an attraction or restaurant.

Do NOT leave items of value in your strollers or wheelchairs or scooters.

I live very close to DL/DCA and I visited often, no ALLOT, and I am just so surprised as I walk the Parks how many guests leave items of value as well as Disney Parks shopping bags (which I am assuming souvenirs are inside) all INSIDE their strollers/motorized vehicles while they are in an attraction.

There are lockers in and outside the Parks OR you can use the shipping services to send souvenirs back to your DL hotel.

I would be so upset if I shopped for souvenirs and came out of an attraction or restaurant to find the bags gone.




To the OP, so glad DISNEY came through for you and Hunter!

And the Halloween decorations.....ya, I am sad that Disney has scaled back. I keep thinking they will be adding MORE but know its doubtful.

 

[Mary09]

Some people laugh in uncomfortable moments. I had a police officer laugh when I had to ask her questions about my younger brother's death, which she arrived on scene to. It's painful to experience but they almost certainly didn't mean it hurtfully.

We can't control other people's inappropriate reactions but we can control our own reactions to them.

 

[Mel90210]

Wow to the poster above. First off YES I did tell Mary about Mike...he was awesome...and even if we wouldn't have received our stuff back (which again looking back I feel stupid for even thinking it would be ok) he treated our situation with respect and care...and even got down to Hunter's level to give him stickers. I honestly thought and was told by Mike it would be investigated and they would let me know what happened. I then handed him the receipt for the record (since I didn't need it anymore) and that is when he told us it would be replaced. As for what more did I want them to do? I wanted an official report taken about the CM.....it is important to note that two seperate people reported the CM for the same exact incident. And the "chains" be removed? That was the chains that are in front of the waiting que..to allow us through to find a CM that could help us. I appreciate the compassion in this thread..but honestly there are a few comments that are upsetting. I don't NEED Disney to do anything for ME ...what I EXPECTED was the CM that was finding everything so funny to go through some sort of training. I have never in the 4 years of owning passes..and been on cruises...seen CM behave this way...and it was NOT acceptable. The other family was very heated at City Hall as their child also had a disability. Exactly what we don't want is judgement from others...and it appears in this thread I received some of that. Honestly WHAT the heck good what it do for me to take it to that level of management? They can't "give" me a pass...they can't refund my pass.....we have a Premium highest as it can go....there is nothing for them to give me....except to make sure it doesn't happen again. You cannot tell me you believe this is the first time the CM ever acted like that....maybe he will learn compassion.

 

[WebmasterMaryJo]

Sounds like it's being taken care of, so that is good. It doesn't matter what other people think, just that Disney handles the issue, and from what you have written it has.

I hope that you also went to City Hall to comment about the CM who went above and beyond to replace your items. Disneyland didn't have to do that, and that CM should be recognized for the positive effect.

 

[Mel90210]

I did...and also was stopped on the way out to do the survey...was more than happy to let everyone know. I even thanked the cashier's over and over....

 

[toocherie]

Glad that your day ended on a good note! I still don't understand exactly what happened with the CM but that's ok--I don't need to.

 

[profa]

Wow, I agree w/ OP. Not sure why some of you are so questioning and acting like the OP did something wrong.
I can't quite picture the entire scenario but it sounds like this CM pissed off at least 3 families so it wasn't JUST this lady.
Glad things turned out in the end. I like your comment - this CM needs some training in disney Magic.
BTW, I "thought" someone stole our backpack that I left in the stroller. I was just heartbroken. It had the kids autograph books in it. I was w/ dd on a ride and paranoid the entire time. I wanted to go back to get it at one point but was too locked in the line. anyway, my heart just dropped and sank when it wasn't there after. Turns out Dh was carrying it but I still couldn't believe it. Certianly learned my lesson. That was so nice of disney to take care of that for you!

 

[Mel90210]

Wow, I agree w/ OP. Not sure why some of you are so questioning and acting like the OP did something wrong.
I can't quite picture the entire scenario but it sounds like this CM pissed off at least 3 families so it wasn't JUST this lady.
Glad things turned out in the end. I like your comment - this CM needs some training in disney Magic.
BTW, I "thought" someone stole our backpack that I left in the stroller. I was just heartbroken. It had the kids autograph books in it. I was w/ dd on a ride and paranoid the entire time. I wanted to go back to get it at one point but was too locked in the line. anyway, my heart just dropped and sank when it wasn't there after. Turns out Dh was carrying it but I still couldn't believe it. Certianly learned my lesson. That was so nice of disney to take care of that for you!

Autograph books are a treasure...the memories behind getting the signatures can never be replaced....so glad you found them!!! And thank you for the nice comments. Again that is why I took it to a higher level.....I just wanted him to be retrained...the Disney way.

 

[bonedoc]

I too am so happy to hear that all ended well.

It is unfortunate, but during the busy summer season, holiday times, and unexpectedly busy times, there are many more standby and temporary CMs at DSR. In general, they tend to be assigned to more benign positions and do not impact the resort as much. These CMs don't necessarily go through the complete Disney training and history. It is really unfortunate when these CMs reflect on the rest of the cast. But then, there will always be a lead in the area that can make it all better!

I personally think it is quite appropriate to report anything negative that occurs in DSR. It can only help to improve customer service. In any business, feedback is often the only way that a bad situation can be fixed. So you did good in putting in as much effort as you feel necessary to make yourself heard. Any business, including Disney, only improves with this type of feedback.

As far as the overall customer service of DSR, who can doubt how wonderful they are. I believe it is even their general policy to replace all merchandise or food that is damaged, lost or stolen (if at all possible), regardless of the method of the loss.

Just think back: we've all seen a child loose grip of his balloon, and just as the tears are about to start, a CM rushes over with another balloon to stop the flow in its tracks. I've also seen the poor lightup swords get beaten to death by some of the more rambunctious children only to have one replaced on their way out by a CM that calls them out.