Can You Still Complain in Writing at WDW Guest Services?

[uklad79]

They most likely stopped it because Al and his cronies complain about everything and anything. They most likely had to double the size of the complaints dept. when miceage/chat started up.

 

[NortyUK]

I've sent about 5 emails to WDW via their website about things over the last couple of years, 1 complaining,2 with suggestions and the rest compliments. Each time They have phoned me and also sent me an email.

On the last email I sent to them complimenting some of the Cast Members at Pop Century, not only did I have a phone call from the Disney Executive Offices, about 6 weeks later I got an email from one of the Cast Members I complimented on. I was sooooo taken aback by that! Only in the USA do they take customer service so seriously - I wish I could say the same about back here in the UK!!

 

[MousDad]

The article said this policy was implemented in late July 2008. Obviously, it will be some time until someone can give a firsthand account on written correspondence (dated after that time). I am interested if anyone has been to guest services in the past week and noticed anything different.

 

[mrssparrow]

I can't speak from personal experience, but a family we are friendly with traveled to Disney in June for the first time (husband/wife, son ~10 and Daughter-5).

They stayed at Grand Floridian and this is where their nightmare started....

-No air conditioning for 4 days. The CM at the resort did not move them until after the 4th day. Each day they went to the desk and spoke to someone (who apparently did document this information each time)

-right before wishes, they were near the front of the castle and a CM pushed their daughter, causing her to fall over as they were getting ready. Again documented


-And as splash was closed for a night due to mechanics, the next day, they went to ride it with the fast passes they had for the time it was closed. They were directed by concierge at GF that they would be able to do this since it was broken down.... When they got to splash, they were turned away with attitude...


All of this was compiled into a complaint letter that was mailed by the family after their return home.... last week, to my utter surprise, they received a response that I didn't believe until I saw it for my own eyes:

They received a 5night - 6day trip to Disney with tickets and hotel accommodations in ANY resort for the family of 4

1 night in cinderella's castle suite (yes, they have this written in the letter!)

good until the year 2030.

In the letter it stresses that they are very sorry for the multiple errors on their part for a lousy vacation and that after checking into all of the allegations, they (Disney) were at fault each time....

In addition, they also received a phone call asking what the kids favorite characters were... a week later, they received pluto items and hannah montana goods.

They have said they received multiple calls apologizing for this over the past several weeks.
the only bad thing is that the mom said no matter what, she'd never go back.... She is saving it for the kids to use when they get older.

I'm trying to get her to let me borrow the letter to scan..... I'll keep you posted!

 

[PhotoDave219]

Al Lutz has an interesting item on page 3 of his current Disneyland update. Apparently, Disneyland, since late July, has banned all written comment cards at Guest Services. Any comment/complaint must be submitted verbally, and is passed on verbally by Cast Member. There can be nothing left in writing or emailed.

Further, he states that all comments/complaints submitted in writing by mail are now being immediately returned with a form letter that states "this correspondence has been formally rejected by Disney for liability reasons and has been returned to the sender without further acknowledgement of the company."

Lutz goes on to explain that the reason for this stems mostly from WDW Florida incidents, citing one where a person sued Disney for compensation because they used his idea for cloning Soarin' at Epcot.

I admit, this doesn't seem entirely accurate, especially given all the responses everyone is receiving to letters/emails regarding the PI closure.

Has anyone tried to leave a written comment at WDW guest services lately? Lutz article only refers to DL and DCA for the in-park change. It doesn't seem plausible, though, that the same corporate office would field WDW letters but not DL. Lutz does state that written mail regarding any Disney Park is to be returned.

I find the whole idea surprising and a little disturbing. Does anyone have anything to add?

Link: http://miceage.micechat.com/allutz/al080508c.htm

Last i heard, Meg Crofton still gets her mail. I got a phone call response to my letter there.

Disney made good - sorta - on my issues with my January trip.

 

[MousDad]

Last i heard, Meg Crofton still gets her mail. I got a phone call response to my letter there.

Disney made good - sorta - on my issues with my January trip.

What date?

 

[jandersonlj]

Be Careful

We really need to be careful what we complain about. I sent a complaint e-mail about the dining plan changing this year. I received a phone call from Disney and was told that changes like this are made because of people complaining. Instead of complaining all the time, we need to make sure we let Disney know if there is something we really LIKE! If people can complain and get things changed, maybe positive feedback will do the opposite and keep the things we really like unchanged.

 

[yodasmith]

I sent an email regarding the close of the AC

What is the email adress you used? I would like to send an email about a problem I've been having with my reservation and to thank a particular cast member I've been working with to try and get it resolved.

Thanks

 

[LongtimeReader]

I just sent in a compliment, and got a really kind phone call. I imagine that they are just returning intillectual property suggestions. I read Al's thing and seems to be a tad overblown, but not altogether unsurprising.

 

[TP2000]

It would seem to me a phone call would be an easy way to blow a complaint off, and something driven by legal considerations as well. There's no written communication, and no proof it ever existed, it's just words over a phone line. It's cheaper too, what with current phone rates for bulk, corporate customers like Disney.

I'm sure the Disney person on the other end of the line has the sympathy/apologetic/tsking of tongue/I'll get right to the bottom of this script down pat too.

And if they don't talk to you and instead you just get a message from "Judy" at an impressive sounding Disney office, they still get credit for trying to talk to you and deliver their canned script over the phone.

 

[Figment1986]

you know whats strange, people are talking about removing guest comment cards in 2001, but i remember using one to compliment a jungle skipper in 2006... I hand wrote the stuff then they took it.

I understand now not wanting to do it, lets them control it easier and email has little to no trail to follow, same with phone calls unless you record them.

 

[uglybug2005]

Yet another example of Al's complete lack of understanding and common sense. He is completely full of it. The few times he's been right, it's for the wrong reasons, and this time he's WRONG for the WRONG reasons. A flawed person making flawed assumptions based on flawed information.
Foolishness.

 

[kdjf4]

email address

What is the email adress you used? I would like to send an email about a problem I've been having with my reservation and to thank a particular cast member I've been working with to try and get it resolved.

Thanks

WDW.Guest.Communications@disneyworld.com

 

[asianway]

It would seem to me a phone call would be an easy way to blow a complaint off, and something driven by legal considerations as well. There's no written communication, and no proof it ever existed, it's just words over a phone line. It's cheaper too, what with current phone rates for bulk, corporate customers like Disney.

I'm sure the Disney person on the other end of the line has the sympathy/apologetic/tsking of tongue/I'll get right to the bottom of this script down pat too.

And if they don't talk to you and instead you just get a message from "Judy" at an impressive sounding Disney office, they still get credit for trying to talk to you and deliver their canned script over the phone.

Its not every day I bump an 8 year old thread...but is this still the case? Do verbal complaints(ie alligator sightings, feedings, etc) die on the vine?

Thought it may add another layer to the whole tragedy - no paper trail = never happened

 

[Rodan75]

Its not every day I bump an 8 year old thread...but is this still the case? Do verbal complaints(ie alligator sightings, feedings, etc) die on the vine?

Thought it may add another layer to the whole tragedy - no paper trail = never happened

Not sure if they 'die on the vine' or not, but they do seem to still be looked at, at the very least. I had some compliments and observations (both positive and negative) to provide on my last trip. I emailed them in and within a couple of days I received a call back letting me know that the compliments had been 'issued' to the cast members and the observations passed along to the resort and attraction leaders for the items I mentioned.

Now whether or not those comments ever get read by the resort/attraction leaders...that is likely up to the individual leaders. I'm sure at this point observations on animal feeding will be taken and responded to with urgency.

Note - this was the week before last...so pretty recent.

 

[asianway]

Not sure if they 'die on the vine' or not, but they do seem to still be looked at, at the very least. I had some compliments and observations (both positive and negative) to provide on my last trip. I emailed them in and within a couple of days I received a call back letting me know that the compliments had been 'issued' to the cast members and the observations passed along to the resort and attraction leaders for the items I mentioned.

Now whether or not those comments ever get read by the resort/attraction leaders...that is likely up to the individual leaders. I'm sure at this point observations on animal feeding will be taken and responded to with urgency.

Note - this was the week before last...so pretty recent.

Emails yes, but I'm talking if you verbally leave a comment at GR?

 

[Rodan75]

Emails yes, but I'm talking if you verbally leave a comment at GR?

Honestly, in this day and age I wouldn't trust any paper passing across the channel. Easier to forward email communications.

 

[Much-Pixie-Dust]

I was at AK on 6-10 and stopped by to leave a comment card for great services provided by a cast member in the park. They had the cards then and the guest relations guys kept thanking me for taking time out to acknowledge a coworker.

 

[TheGuyThatMakesSwords]

Again, all personal opinion.....

One can still email guest services. As soon as you do, you'll get a canned automated "We value you" note back. Following that, within about a MONTH, you MIGHT get back a response that actually addresses your particular issue. It will be corporate speak - designed to calm you down, and address nothing. That has been our experience - each time we have tried to raise a concern with Guest Services.

What do they do to earn their keep? ONE THING - if you find a CM doing a WONDERFUL job, Guest Services WILL do something to see that CM recognized . Beyond that? Our PERSONAL experience indicates to US that Guest Services should be #1 on the cutback list.

 

[jrogue]

One can still email guest services. As soon as you do, you'll get a canned automated "We value you" note back.

Would you happen to know what e-mail address to send it to? I sent an e-mail recently about something but got no automated response back.