Disney Customer Service Rocks!!!

DisneyAnne · 09-01-2003

I can't believe it... I emailed Disney a couple of weeks ago and voiced my concern over the pending PS changes and how it would effect so many of their customers. I figured that someone would read and delete....

WRONG!!! I just received a call from their customer service assuring me that the email was read and received. They re-assured me of the changes we all know about. He offered me a customer service number to call him back personally if I had any further concerns and offered a free issue of Disney magazine for offering my comments. I am FLOORED to say the least.... hope for continued excellent service by WDW........:D:D:D:D:D:D:D

**BDavis932** · 09-01-2003

That is so great!

What email address did you write to??

**DisneyTeacher** · 09-01-2003

That is great Anne. I am like you, I would think that it would get read and then deleted. That is so nice to hear that they still care enough to call and talk to you about your concern.

I would like the e-mail too. I don't have a concern but have had some very good experiences that I would like to comment on.

DisneyAnne · 09-01-2003

All I did was go to www.disneyworld.com and chose the contact us option. They ask you to select the area that best pertains to your concern, but unfortunately, I don't remember what I chose. I really am still in shock that a live human being from Disney called my house.... Oh the little things that make life so great..LOL!!! ;) :D

JOANN · 09-01-2003

I remember the year we stayed at the AKL 2 weeks after they opened. They also, had a few problems that needed to be worked on. So, when we got back I wrote them a letter, just stating my concerns, and the problems we had. Same thing happened a real live person from the AKL called, and listened to me. She was very concerned, but never offered us anything. As to the time we had trouble with a room at the CSR. The Manager sent us a personal letter offering us a discount for our next stay . Which I thought was very nice.

JOANN:)

mickaholic4077 · 09-01-2003

I think it's great that some companies still think that customer service is important.:) :D :) :D

Park Hopper · 09-04-2003

About a month ago I sent WDW an e-mail complimenting a cast member who really went out of her way to help my wife and me. A week ago we got a call from a Disney representative who thanked us for taking the time to write and assured us our comments regarding the cast member would be put into her personnel file. What a great company!

mickaholic4077 · 09-04-2003

The last time my mother and I went to the French movie,before the movie started,a Disney exec(I guess) came out and told the audience that the person introducing the movie was going to get a special pin and certificate for extraordinary service while he was on duty at the French pavilion,and would we applaud extra loud when he comes out. We both thought that that was a real special way to acknowledge an employee who did a great job.

CowboyMickey · 09-10-2003

Unfortunately I haven’t been so lucky recently…:cry:

On the first of September my DW CeltiaCat phoned Disney in Florida (bearing in mind we’re calling from the UK). The aim of the call was to renew our Annual Passports, which were expiring soon. We called the number on the back of the AP wallet (407-560-7277).

Problem:
Initially my DW was put in a queue, and after about 10 minutes of queing was put through to a Disney representative. A phone queue is totally acceptable and understood - I have no problems with this. However, it soon became apparent that there were problems putting in our United Kingdom Post Code into the 'system' that the representative was using. It also refused to accept that as the United Kingdom is not part of the United States, there is no 2 character State Code for it...it would not accept 'blank' for this field, nor would it accept ‘UK’ or ‘GB’.

The representative admitted that it was a new system, and left to locate a 'tech-help' colleague. My DW was put on hold, so we waited. And waited. And waited some more. Finally, after 16 minutes of no human interaction from the Disney end, at the point where we had given up any hope of being helped, the representative came back on and tried a few more options, all to no avail.

Finally, the rep and the technical help (on the phone to her), plus someone assisting her at her desk, decided to try booting up 'the old computer system' to see if this had any more luck. This too presented the same set of problems that the new system had, e.g. it would not accept a 6 digit post code, nor would it accept a null value for a state.

Finally the representative gave up trying after my DW suggested that this was just not working out and that we should use the old-fashioned postal method instead. The order, such as it was, was cancelled at that point (we hope). The representative also mentioned that she dreaded getting international calls due to the new system, which was clearly not fit for purpose. When the call ended, the timer on our phone indicated it had lasted 50 minutes and 26 seconds.

I am very annoyed and dissapointed with the outcome of this call, for the following reasons:

1) Having a software system, especially a newly installed software system, which plainly cannot cope with something as simple as an international address is beyond belief, especially for a global company such as Disney.
2) Why was my DW put on hold for over a quarter of an hour, with no-one coming back onto the line to re-assure her that her query was still being dealt with? We were on the verge of hanging up, thinking that we'd been forgotten about or lost in the system.
3) Why on earth did it take 50 minutes and 26 seconds (at International Rate, of course, not cheap) for the representative to establish that what we had set out to do was plainly just not possible on their new (or old!) systems.
4) If the representative already knew of existing issues with international addresses on your new system, why did she not just explain the problem at the beginning and terminate our query? Trying to force a clearly non-functional piece of software to work is pointless - if the 'work around' is to resort to the old fashioned postal system, why not explain this up front?
5) Due to the apparent necessity of having to use the postal system, it looks like we will have to resort to using an AMEX Money Order, which cost approx $15-$20 to purchase, instead of using a credit card over the phone (you cannot even do something like this over the ‘net with Disney)

I would have posted this rant earlier, but I decided to let Disney respond first. I sent an email that evening (via the online facility at www.disneyworld.com (the email address we were initially given did not work). Sure enough, an automated email receipt came back saying it was being dealt with and someone would contact us soon. So, we waited. And waited. (Can anyone see a pattern developing here?).

Finally, this morning, I received another apparent automated email, totally impersonal, thanking me for sending the email and that someone will get back to me within a few weeks. Hello?!?! Weeks?!?! :devil

I’m sorry to be a moaner, but I find this level of service to be unacceptable…or am I expecting too much?

What really got me at the time was that we decided to do it that evening coz we’d each just had really horrible days at work and we figured renewing our APs would cheer us up no end…then ended up feeling worse than when we started!

I have to point out of course, that in all my time spent on holiday with Disney I haven’t had any other complaints, certainly nothing as frustrating as this…generally I find the CMs to be first class and eager to please.

Sorry folks, just had to get that one off my chest…

CM

NikkiLUVSMickey · 09-10-2003

Sorry to hear about your experience, Cowboy...just goes to show you even Disney isn't perfect. I would bet that you will be hearing from someone via either email or telephone call regarding your situation.

On the other hand, Disney believes strongly in employee recognition. When I worked at the Disney Store, several cast members were presented with customer service pins as the result of guest compliments and letters. If you have an outstanding experience with a cast member at the store or the parks, make sure you let the company know.

mickaholic4077 · 09-10-2003

Cowboy,I have a suggestion for what you should do about this: I would bring a copy of your phone bill with you when you get to Disney,and a printout of the e-mails sent to you(if you still have them),and explain exactly what happened and ask someone at guest relations what Disney will do to make it right for you. There is no excuse for the way that Disney treated you.

JOANN · 09-10-2003

Cowboy,
I think when one chooses to stay on property as a guest. We should never ask the question, "DO WE EXPECT TO MUCH"? To me , absoulutely not!!! We pay good money, and should be treated alot better than you were!!! Hope Disney does something nice for you in return.:) JOANN

ilvminnie · 09-10-2003

Sorry, but I'm still upset over our BC experience in Aug. I sent an email to Guest Relations & haven't even received an acknowledgment!!!

iluvwdw · 09-10-2003

Quote:

Originally posted by ilvminnie
Sorry, but I'm still upset over our BC experience in Aug. I sent an email to Guest Relations & haven't even received an acknowledgment!!!

You should call them directly to see if they got your email and let them know you are waiting for a response...:nervous

MickeyCrazy · 09-11-2003

There customer service is good for the most part. Thats why we going back again.:):):)

09-01-2003	#1 (permalink)
DisneyAnne Palmetto Pixie Join Date: Mar 2003 Posts: 2,148	Disney Customer Service Rocks!!! I can't believe it... I emailed Disney a couple of weeks ago and voiced my concern over the pending PS changes and how it would effect so many of their customers. I figured that someone would read and delete.... WRONG!!! I just received a call from their customer service assuring me that the email was read and received. They re-assured me of the changes we all know about. He offered me a customer service number to call him back personally if I had any further concerns and offered a free issue of Disney magazine for offering my comments. I am FLOORED to say the least.... hope for continued excellent service by WDW........:D:D:D:D:D:D:D __________________

09-01-2003	#2 (permalink)
BDavis932 DVC/Budget Tips Moderator Join Date: May 2002 Location: Central Texas Posts: 3,447	That is so great! What email address did you write to?? __________________ ºoº DVC MEMBER at OKW since 2000 ºoº Love my Mom "Trailblazer" & My Dear Sister "A Goofy Family" 77 DL85 (offsite)94 AS Sports97 ASMusic99 AS Movies00 ASMovies02 OKW03 WLV 04 OKW05 SSR05 ASM06 AKL/OKW/CSR07 DHHIR6/08 AKLV12/08 SSR3/09 AKL My Disney Countdown Counting down to:* Ho! Ho! Ho! Spending Christmas with Santa Mickey in 14 days 20 hours 11 minutes

09-01-2003	#3 (permalink)
DisneyTeacher Moderator/WL Tour Guide Join Date: Jan 2003 Location: WDW in my dreams Posts: 16,366	That is great Anne. I am like you, I would think that it would get read and then deleted. That is so nice to hear that they still care enough to call and talk to you about your concern. I would like the e-mail too. I don't have a concern but have had some very good experiences that I would like to comment on. __________________ ~Stephanie~ 1993 Caribbean Beach Resort ~ 1996 Caribbean Beach resort ~1997 Caribbean Beach Resort ~2003 Wilderness Lodge ~2004 Beach Club Resort/Shades of Green/Pop Century~ 2005 Wilderness Lodge Resort/Beach Club Villas ~ 2006 Saratoga Springs Resort~2007 Port Orleans French Quarter/Beach Club Villas/Boardwalk Villas ~ 2007 Port Orleans Riverside~ 2008 Wilderness Lodge/Beach Club Villas~2008 Beach Club Villas~2009 Beach Club Villas My Disney Countdown Counting down to: We're going to HHI for the first time 177 days 3 hours 11 minutes

09-01-2003	#4 (permalink)
DisneyAnne Palmetto Pixie Join Date: Mar 2003 Posts: 2,148	All I did was go to www.disneyworld.com and chose the contact us option. They ask you to select the area that best pertains to your concern, but unfortunately, I don't remember what I chose. I really am still in shock that a live human being from Disney called my house.... Oh the little things that make life so great..LOL!!! ;) :D __________________

09-01-2003	#5 (permalink)
JOANN Mouse Meister Join Date: Sep 2002 Location: CRETE, Illinois Posts: 1,041	I remember the year we stayed at the AKL 2 weeks after they opened. They also, had a few problems that needed to be worked on. So, when we got back I wrote them a letter, just stating my concerns, and the problems we had. Same thing happened a real live person from the AKL called, and listened to me. She was very concerned, but never offered us anything. As to the time we had trouble with a room at the CSR. The Manager sent us a personal letter offering us a discount for our next stay . Which I thought was very nice. JOANN:) __________________ Been There, Done That, DID IT AGAIN!! Oct. 23-Nov. 6 2005! When You Wish Upon a Star! 1975 Contemporary, 1977 Royal Plaza, 1986-1991 CBR, 1993-1997 Dixie Landings, 1998 Wilderness Lodge, 1999(Twice)-2000(Twice) CSR, 2001(Twice)-2002(Twice)-2003(Twice) CSR & AKL, 2004 AKL & CSR 3 times, 2005(Twice) POFQ Going to Disneyland Sept. 9-12th!!!!!!

		MouseBuzz.com > Walt Disney World > WDW Restaurants
Disney Customer Service Rocks!!!

09-01-2003	#6 (permalink)
mickaholic4077 Currently in Timeout! Join Date: Nov 2002 Location: 90 miles from The Mick!!!!! Posts: 6,193	I think it's great that some companies still think that customer service is important.:) :D :) :D

09-04-2003	#7 (permalink)
Park Hopper Mouse Meister Join Date: Mar 2003 Location: Orlando Posts: 1,255	About a month ago I sent WDW an e-mail complimenting a cast member who really went out of her way to help my wife and me. A week ago we got a call from a Disney representative who thanked us for taking the time to write and assured us our comments regarding the cast member would be put into her personnel file. What a great company! __________________ 30 Minutes from the Mouse

09-04-2003	#8 (permalink)
mickaholic4077 Currently in Timeout! Join Date: Nov 2002 Location: 90 miles from The Mick!!!!! Posts: 6,193	The last time my mother and I went to the French movie,before the movie started,a Disney exec(I guess) came out and told the audience that the person introducing the movie was going to get a special pin and certificate for extraordinary service while he was on duty at the French pavilion,and would we applaud extra loud when he comes out. We both thought that that was a real special way to acknowledge an employee who did a great job.

09-10-2003	#9 (permalink)
CowboyMickey Senior Mouseketeer Join Date: Aug 2003 Location: Bonnie Scotland Posts: 327	Or does it...? Unfortunately I haven’t been so lucky recently…:cry: On the first of September my DW CeltiaCat phoned Disney in Florida (bearing in mind we’re calling from the UK). The aim of the call was to renew our Annual Passports, which were expiring soon. We called the number on the back of the AP wallet (407-560-7277). Problem: Initially my DW was put in a queue, and after about 10 minutes of queing was put through to a Disney representative. A phone queue is totally acceptable and understood - I have no problems with this. However, it soon became apparent that there were problems putting in our United Kingdom Post Code into the 'system' that the representative was using. It also refused to accept that as the United Kingdom is not part of the United States, there is no 2 character State Code for it...it would not accept 'blank' for this field, nor would it accept ‘UK’ or ‘GB’. The representative admitted that it was a new system, and left to locate a 'tech-help' colleague. My DW was put on hold, so we waited. And waited. And waited some more. Finally, after 16 minutes of no human interaction from the Disney end, at the point where we had given up any hope of being helped, the representative came back on and tried a few more options, all to no avail. Finally, the rep and the technical help (on the phone to her), plus someone assisting her at her desk, decided to try booting up 'the old computer system' to see if this had any more luck. This too presented the same set of problems that the new system had, e.g. it would not accept a 6 digit post code, nor would it accept a null value for a state. Finally the representative gave up trying after my DW suggested that this was just not working out and that we should use the old-fashioned postal method instead. The order, such as it was, was cancelled at that point (we hope). The representative also mentioned that she dreaded getting international calls due to the new system, which was clearly not fit for purpose. When the call ended, the timer on our phone indicated it had lasted 50 minutes and 26 seconds. I am very annoyed and dissapointed with the outcome of this call, for the following reasons: 1) Having a software system, especially a newly installed software system, which plainly cannot cope with something as simple as an international address is beyond belief, especially for a global company such as Disney. 2) Why was my DW put on hold for over a quarter of an hour, with no-one coming back onto the line to re-assure her that her query was still being dealt with? We were on the verge of hanging up, thinking that we'd been forgotten about or lost in the system. 3) Why on earth did it take 50 minutes and 26 seconds (at International Rate, of course, not cheap) for the representative to establish that what we had set out to do was plainly just not possible on their new (or old!) systems. 4) If the representative already knew of existing issues with international addresses on your new system, why did she not just explain the problem at the beginning and terminate our query? Trying to force a clearly non-functional piece of software to work is pointless - if the 'work around' is to resort to the old fashioned postal system, why not explain this up front? 5) Due to the apparent necessity of having to use the postal system, it looks like we will have to resort to using an AMEX Money Order, which cost approx $15-$20 to purchase, instead of using a credit card over the phone (you cannot even do something like this over the ‘net with Disney) I would have posted this rant earlier, but I decided to let Disney respond first. I sent an email that evening (via the online facility at www.disneyworld.com (the email address we were initially given did not work). Sure enough, an automated email receipt came back saying it was being dealt with and someone would contact us soon. So, we waited. And waited. (Can anyone see a pattern developing here?). Finally, this morning, I received another apparent automated email, totally impersonal, thanking me for sending the email and that someone will get back to me within a few weeks. Hello?!?! Weeks?!?! :devil I’m sorry to be a moaner, but I find this level of service to be unacceptable…or am I expecting too much? What really got me at the time was that we decided to do it that evening coz we’d each just had really horrible days at work and we figured renewing our APs would cheer us up no end…then ended up feeling worse than when we started! I have to point out of course, that in all my time spent on holiday with Disney I haven’t had any other complaints, certainly nothing as frustrating as this…generally I find the CMs to be first class and eager to please. Sorry folks, just had to get that one off my chest… CM __________________ October 93: Off-site; September 99: Coronado Springs, w/ Hurricane Floyd :nervous; September 02: Coronado Springs; December 03: Coronado Springs/Wilderness Lodge; April 04: Coronado Springs

09-10-2003	#10 (permalink)
NikkiLUVSMickey Mouseketeer Join Date: Jan 2003 Location: Metairie, LA Posts: 77	Sorry to hear about your experience, Cowboy...just goes to show you even Disney isn't perfect. I would bet that you will be hearing from someone via either email or telephone call regarding your situation. On the other hand, Disney believes strongly in employee recognition. When I worked at the Disney Store, several cast members were presented with customer service pins as the result of guest compliments and letters. If you have an outstanding experience with a cast member at the store or the parks, make sure you let the company know. __________________ Nikki "Please stand clear of the doors - por favor mantenganse alejado de las puertas!" 1986-1993 (seven trips): Offsite Summer 1995: Caribbean Beach Summer 1997: Dixie Landings Summer 1999: Dixie Landings February 2000: All Star Sports March 2001: All Star Movies June 2001: PO Riverside February 2002: All Star Sports March 2003: PO French Quarter February 2004: PO Riverside February 2005: PO Riverside September 2005: Pop Century

09-10-2003	#11 (permalink)
mickaholic4077 Currently in Timeout! Join Date: Nov 2002 Location: 90 miles from The Mick!!!!! Posts: 6,193	Cowboy,I have a suggestion for what you should do about this: I would bring a copy of your phone bill with you when you get to Disney,and a printout of the e-mails sent to you(if you still have them),and explain exactly what happened and ask someone at guest relations what Disney will do to make it right for you. There is no excuse for the way that Disney treated you.

09-10-2003	#12 (permalink)
JOANN Mouse Meister Join Date: Sep 2002 Location: CRETE, Illinois Posts: 1,041	Cowboy, I think when one chooses to stay on property as a guest. We should never ask the question, "DO WE EXPECT TO MUCH"? To me , absoulutely not!!! We pay good money, and should be treated alot better than you were!!! Hope Disney does something nice for you in return.:) JOANN __________________ Been There, Done That, DID IT AGAIN!! Oct. 23-Nov. 6 2005! When You Wish Upon a Star! 1975 Contemporary, 1977 Royal Plaza, 1986-1991 CBR, 1993-1997 Dixie Landings, 1998 Wilderness Lodge, 1999(Twice)-2000(Twice) CSR, 2001(Twice)-2002(Twice)-2003(Twice) CSR & AKL, 2004 AKL & CSR 3 times, 2005(Twice) POFQ Going to Disneyland Sept. 9-12th!!!!!!

09-10-2003	#13 (permalink)
ilvminnie House of Mouse Hostess Join Date: May 2002 Location: Denver, Colorado Posts: 2,445	Sorry, but I'm still upset over our BC experience in Aug. I sent an email to Guest Relations & haven't even received an acknowledgment!!! __________________ I WISH I WAS IN DISNEYWORLD NOW!!!

09-11-2003	#15 (permalink)
MickeyCrazy Mouseketeer Intern Join Date: Sep 2003 Location: Virginia Posts: 10	There customer service is good for the most part. Thats why we going back again.:):):) __________________ Carribean Beach May 17 - May 20 2001 Coronado Springs May 8 - May 13 2002 Port Orleans Riverside Oct 1 - Oct 8 2003

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