Bad experience with Disney Dining Reservation

[ReallyBigKid]

So I called Disney Dining today to see if there was any later reservations available for one of my dinners for my trip in three weeks. Margie was my reservations person, she answered the phone by telling me she should not have received my call as she had logged out of her computer and was now off work. I asked if she could transfer me to another reservations person, she said no and hung up. No sorry, Ic an't help, you'll have to call back. No nothing, just click. This took place at approx 12:02 central daylight time.

I found this infurriatingly rude. So I called back the reservations line, checked the possibility of changing my reservation and then was transferred to guest services to file a complaint.

Guest services reaction was " We are sorry that this happened." She was unable to find the individual that had taken my call as she can't search directly for dining reservations employees. She would follow up by trying to locate this person and making sure they were properly trained on how to logoff their computer. The guest relations then went on to explain that it is possible to logout and still recieve a call without being able to transfer it.

Needless to say, its been 4.5 hours now since this happened and I'm still a little peeved about it. Oh well, I guess I'll write a formal letter tonight. May not accomplish anything, but I guess it'll make me feel better. Anyone got an address to send it to or should I just deliver it in person when I check-in in 3 weeks?

Sorry for the rant, just venting I guess.

 

[Astronaut Jones]

No offense, but get over it. Why bother with a letter? Somebody could lose their job and though it's rude it's not worth getting somebody fired.

 

[wannab@dis]

Sorry it happened, but it's not worth getting worked up over. Let Guest Services do their job and work on their training. :wave:

 

[wedway71]

Thats strange.I wonder if since there was a phone malfunction which allowed you to get her after her phone and computer were turned off that maybe after she said no the phone system realized the mistake and disconnected before she say anything more than "no".Maybe she said "no I cant Im sorry" but the phone cut her off mid sentence??

 

[c133125]

wow...for a "ReallyBigKid", you sure do complain a lot.

 

[CoffeeJedi]

I agree with ReallyBigKid, its inexcusable when you're in the HOSPITALITY SERVICE industry, and you have representitives that act like that. Personally, i'm with you on writing a letter of complaint.

 

[c133125]

I agree with ReallyBigKid, its inexcusable when you're in the HOSPITALITY SERVICE industry, and you have representitives that act like that. Personally, i'm with you on writing a letter of complaint.

maybe she was just having a bad day and wanted to go home. Just because you work for Disney doesnt mean you ALWAYS act perfect. Give her a break. Yeah I would be ed if that happened to me but I would get over it.

And to "ReallyBigKid"...what did you expect disney to do when you complained about the cast member? Give you a free, all expenses paid trip to disney? And the letter of complaint probably wont even go anywhere anyway. The cast member *might* just get talked to about it, if even that. Some people have too much expectations for cast members at disney. Cast members are people too.

 

[NCState]

I agree with ReallyBigKid, its inexcusable when you're in the HOSPITALITY SERVICE industry, and you have representitives that act like that. Personally, i'm with you on writing a letter of complaint.

I agree too! It's inexcusable, please start that letter.

 

[Tigger1988]

Its not worth someone losing their job over

 

[3fordisney]

If the person acts like that, he/she should be worried about losing his/her job. Having worked in a call center, there is no excuse for being that rude and hanging up on a customer . Write the letter. It may help bring attention to a problem that needs to be addressed.

 

[ilovepluto23]

Margie was my reservations person, she answered the phone by telling me she should not have received my call as she had logged out of her computer and was now off work. I asked if she could transfer me to another reservations person, she said no and hung up. No sorry, Ic an't help, you'll have to call back. No nothing, just click. This took place at approx 12:02 central daylight time.

So if she had logged off, and was leaving b/c she had just gotten off of work...then why was she answering her phone if she had no intention on helping or at least being polite to the caller?

 

[tiggerzgirl83]

the hell with her job, if she needed it that bad , she would of been a bit nicer...put your pen to the pad...hey, u might get a free meal out of it...who knows, something like that happend to my family when we were booking 4 the polynesian hawaii dinner show and they gave us front row seats out of the deal!

 

[durangojim]

As someone who has been to WDW nearly 30 times and someone who owns considerable stock in the Disney Company, I would advise you that you should absolutely write a letter. The thing that sets Disney apart from other companies is its attention to detail and their high level of customer service. Remember we aren't customers, we're "guests" and would you ever treat a guest that way? I don't think so. So write a letter and complain, but don't expect to get anything free from it, but that's not the point in writing the letter anyway, is it?

 

[metscool]

I always say to CM that are mean, Aren't you suppose to be nice. Then I ask were is their mangers. Just this last trip one person at the concairge was mean at BC. I didn't like her. So we went to the Boardwalk and went to theirs and did what we wanted to do over at the BC. That person was very nice.

 

[tigsmom]

Everybody has a bad day every now & then and it looks like this was Margie's.
You did what a responsible person would do, you reported it. If it makes you feel better, then write the letter & then let it go. Don't let a minor detail like this ruin your trip.

 

[tnchefbear]

So I called Disney Dining today to see if there was any later reservations available for one of my dinners for my trip in three weeks. Margie was my reservations person, she answered the phone by telling me she should not have received my call as she had logged out of her computer and was now off work. I asked if she could transfer me to another reservations person, she said no and hung up. No sorry, Ic an't help, you'll have to call back. No nothing, just click. This took place at approx 12:02 central daylight time.

I found this infurriatingly rude. So I called back the reservations line, checked the possibility of changing my reservation and then was transferred to guest services to file a complaint.

Guest services reaction was " We are sorry that this happened." She was unable to find the individual that had taken my call as she can't search directly for dining reservations employees. She would follow up by trying to locate this person and making sure they were properly trained on how to logoff their computer. The guest relations then went on to explain that it is possible to logout and still recieve a call without being able to transfer it.

Needless to say, its been 4.5 hours now since this happened and I'm still a little peeved about it. Oh well, I guess I'll write a formal letter tonight. May not accomplish anything, but I guess it'll make me feel better. Anyone got an address to send it to or should I just deliver it in person when I check-in in 3 weeks?

Sorry for the rant, just venting I guess.

I have been reading this thread and am really shocked at some of the responces... Disney was built on customer service and in many ways has raised the corporate bar for other companies... it is not alright... it is not acceptable... and all it takes is one rude person like this to ruin someone's whole vacation... Disney cast members have always been held to a higher standard and ReallyBigKid should not just have to get over it... This person had a problem and is handling it as they think is best, but I'm sorry that I find it equally rude to tell ReallyBigKid to get over it... Disney is better than this, and if we allow it to slip, then we are equally to blame when it happens to the next person and their Magical Vacation is equally blimshed

 

[wedway71]

Thats strange.I wonder if since there was a phone malfunction which allowed you to get her after her phone and computer were turned off that maybe after she said no the phone system realized the mistake and disconnected before she say anything more than "no".Maybe she said "no I cant Im sorry" but the phone cut her off mid sentence??

Now on the other hand, if it wasnt a phone malfunction then I hate to be mean however I think you should write a letter.She works for Disney and at the timne of hire she was informed of her expectations working for Disney.I dont care if she had a bad day-WE ALL HAVE BAD DAYS.I work in Mgt for Target and Guests come first.IF that happened at Target she would have been written up or fired.Im sorry ive been in Management for 17 years and if she was intentionally rude than let her get fired.Let someone who wants to be there have her job.Why should Disneys reputation get varnished because of a miserable person.Im sorry I dont make alot of waves but I have no sympathy for rude people who feel that they are owed something from their company. Dont want the job then leave.

This is how she should have handled it.....
Hello my name is Margie,How may I help you.
Im sorry Sir,for some reason I got your call however im off the clock.I do apologize but I cnt transfer your call.You wll have to call back and another CM will be more than happy to help you.Have a magical day.:animwink:

 

[3fordisney]

This is how she should have handled it.....
Hello my name is Margie,How may I help you.
Im sorry Sir,for some reason I got your call however im off the clock.I do apologize but I cnt transfer your call.You wll have to call back and another CM will be more than happy to help you.Have a magical day.:animwink:<!-- / message --><!-- sig -->__________________

Well said!!!

 

[mickeysgal]

Being in customer service, I have to say that a letter will not help at all. Not to be mean or anything, but if you take the time to write a letter, and if it gets to the right person, all Margie has to say is "oh, I'm so sorry, I was about to explain that I can't, when I accidentally disconnected/ or became disconnected" to her superior, and they can't prove otherwise. You were able to change you reservations, so don't let this ruin your trip. Have a great time and enjoy. If Margie continues this attitude, she'll dig herself into a hole!

On a personal note: A couple of years ago we booked our Boardwalk Villa through DVC and were asked if we wanted to add extra points to upgrade to a preferred view. We agreed and when we checked in we had a preferred view of the DVC sales office rooftops. We complained and nothing was done. We wrote a letter and asked for those extra points back, and we didn't. All we got was the same answer "It's preferred, not gauranteed!" Funny, how that was not mentioned in the first place. It consumed us our entire vacation and was our worst ever. Now we are careful with our decisions, and don't dwell on things (unless we get a dumpster for a room). Now we just laugh at the situation, and use the "it's preferred, not gauranteed", whenever something doesn't happen like we thought we were promised.

 

[wedway71]

Being in customer service, I have to say that a letter will not help at all. Not to be mean or anything, but if you take the time to write a letter, and if it gets to the right person, all Margie has to say is "oh, I'm so sorry, I was about to explain that I can't, when I accidentally disconnected/ or became disconnected" to her superior, and they can't prove otherwise. You were able to change you reservations, so don't let this ruin your trip. Have a great time and enjoy. If Margie continues this attitude, she'll dig herself into a hole!

On a personal note: A couple of years ago we booked our Boardwalk Villa through DVC and were asked if we wanted to add extra points to upgrade to a preferred view. We agreed and when we checked in we had a preferred view of the DVC sales office rooftops. We complained and nothing was done. We wrote a letter and asked for those extra points back, and we didn't. All we got was the same answer "It's preferred, not gauranteed!" Funny, how that was not mentioned in the first place. It consumed us our entire vacation and was our worst ever. Now we are careful with our decisions, and don't dwell on things (unless we get a dumpster for a room). Now we just laugh at the situation, and use the "it's preferred, not gauranteed", whenever something doesn't happen like we thought we were promised.

I do agree that it may become a situation in which she can blame it on the phone but on the other hand this will also bring to Margies attention that her attitude was noticed by Management and since it was documented if there is more cases of her being rude than now Disney can say "did you phone disconnect for all the other times?" and then Disney has a leg to stand on.