Disney's Phone System

captainkidd

captainkidd

Well-Known Member
Really sucks, at least compared with Universal's. Not just the wait time, but the automated system. They ask you about 10 questions before you get to a live person, which the automated attendant can never make out, then you just have to repeat all this information to the live operator.

Universal just gets you right to an operator after about 20 seconds.

Sorry. Just a gripe.
 
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Jo DeVil

Jo DeVil

Well-Known Member
I haven't waited any longer than the message telling me they are sorry for the delay in answering the call, but then again I call DVC or the UK number and it's only ring, options 1, 2 etc and sorry...... then a person. Sorry I haven't had to ring Uni I did that booking on line.
 
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Disvillain63

Disvillain63

Well-Known Member
Master Yoda said:
Why not just do them online? It is much quicker.
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When I had to do my ADRs in early April, online wasn't working. I waited to call at 7:00 am and was on 'ignore' for 40 minutes, then a very sweet castmember answered and was truly helpful and efficient. The phone system as a whole is the pits, and since they know mornings are busiest they should have more people working the phones at that time...until the get the kinks out of the online system.
 
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luv

luv

Well-Known Member
Master Yoda said:
That can actually be on your end. Disney's voice rec works very well, but all it takes is a garbled connection to send it into a tizzy. It can also have issues with accents.

Back when I was a TA I was calling Disney multiple times per day and going through an even longer menu than you get. Everything was fine on our hard line, but because are cell reception was so bad at our house I could not use my cell. I could hear them just fine, but my voice was inconsistent on the other end. When we ditched our hard line I had to switch over to Skype to call Disney.
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Honestly, even if callers (or their phones) are to blame, it is still Disney's fault. They should have a phone system that doesn't end up with customers being inconvenienced, regardless of who did what wrong while using Disney's system.

It should just work. Period.
 
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captainkidd

captainkidd

Well-Known Member
Original Poster
luv said:
Honestly, even if callers (or their phones) are to blame, it is still Disney's fault. They should have a phone system that doesn't end up with customers being inconvenienced, regardless of who did what wrong while using Disney's system.

It should just work. Period.
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This is sort of my point. I talk to dozens of companies every day from all over the country from the exact same phone, and deal with just as many automated attendants. I don't have any issues with those calls. I know some people refuse to admit Disney can possibly be at fault for something, but they aren't perfect.
 
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Master Yoda

Master Yoda

Pro Star Wars geek.
Premium Member
captainkidd said:
This is sort of my point. I talk to dozens of companies every day from all over the country from the exact same phone, and deal with just as many automated attendants. I don't have any issues with those calls. I know some people refuse to admit Disney can possibly be at fault for something, but they aren't perfect.
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I never said they were perfect. I merely offered you possibilities other than "Disney sucks!". As usual, you rejected them.
 
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ShookieJones

ShookieJones

We need time for things to happen.
I never really have any issues with the voice recognition except once I remember I did have a problem when there was a specific question (I can't recall now) it couldn't understand and I swore up a blue streak..and then ended up with "I just want to talk to an effin human!!!!!" ..I was routed directly to a rep.

What I do have a problem with is the on hold music. It sounds like it was recorded underwater with a radio shack microphone.
I did point that out to customer relations in my strongly worded email about Magic My Way.
 
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captainkidd

captainkidd

Well-Known Member
Original Poster
Master Yoda said:
I never said they were perfect. I merely offered you possibilities other than "Disney sucks!". As usual, you rejected them.
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I didn't say Disney sucks. I said their phone system sucks.

BREAKING NEWS: Just because "MasterYoda" has an idea of why something may be the way it is.........Doesn't necessarily make it so. More to come at 11:00.
 
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captainkidd

captainkidd

Well-Known Member
Original Poster
ShookieJones said:
I never really have any issues with the voice recognition except once I remember I did have a problem when there was a specific question (I can't recall now) it couldn't understand and I swore up a blue streak..and then ended up with "I just want to talk to an effin human!!!!!" ..I was routed directly to a rep.

What I do have a problem with is the on hold music. It sounds like it was recorded underwater with a radio shack microphone.
I did point that out to customer relations in my strongly worded email about Magic My Way.
Click to expand...

Yeah, I've noticed that too about the on hold music.
 
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Master Yoda

Master Yoda

Pro Star Wars geek.
Premium Member
captainkidd said:
I didn't say Disney sucks. I said their phone system sucks.

BREAKING NEWS: Just because "MasterYoda" has an idea of why something may be the way it is.........Doesn't necessarily make it so. More to come at 11:00.
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I would expect nothing less from a class act such as yourself.
 
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JIMINYCR

JIMINYCR

Well-Known Member
bethymouse said:
10 questions before you get to
my hubby was just talking about this! he gets so frustrated when she says "ok" or "sorry. didn't quite get that...":mad:
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:D Just had my wife call and make our ADR's for the free dining in Sept. She has the patience for dealing with it, I don't. But she had me standing next to her in case she had to ask me questions, in case they couldnt accommodate the list we had made up. I'm hearing her go on and on and on. Within the first few questions I'm already losing my patience hearing her just try to connect with a live person. :mad: I remember when it used to be so much simpler.
 
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agorna

agorna

Well-Known Member
captainkidd said:
Really sucks, at least compared with Universal's. Not just the wait time, but the automated system. They ask you about 10 questions before you get to a live person, which the automated attendant can never make out, then you just have to repeat all this information to the live operator.

Universal just gets you right to an operator after about 20 seconds.

Sorry. Just a gripe.
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all you have to do to speak to a live person is hit zero as soon as the automated system starts. it's how I got to make all my adrs with abs NO wait what so ever :)
 
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agorna

agorna

Well-Known Member
I feel bad for all of you guys! I've only had to call them twice this year (to book hotel and the about two weeks ago for ADRs)


literally just hit zero ONCE when the system started and it automatically took me to a live person. No wait, No hassle.


I've been doing this for 8 years now.. never had a problem
 
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