Customer Service area?

captain marvel1

captain marvel1

New Member
your just lucky they didn't search you manually and when i say manually i don't mean opening compartments on bags and then you be sniffed out by bomb and drug dogs if your complaining so much. be grateful.
 
NiarrNDisney

NiarrNDisney

Well-Known Member
Ok I am not going to defend any side here but hasn't this discussion gone on long enough? Everyone seems really heated, almost more than they should be. :shrug:

Ducks flying beer bottle :lookaroun
 
Tom

Tom

Beta Return
Some Thoughts

First, I'll say that Tye probably did not handle the situation in the most magical manner possible. If the situation did indeed happen exactly how you said it did, there is probably some merit in your anger toward Tye.

Regarding the fact that there is inconsistency in the interpretation of the rules amongst CMs, I would say that it's not possible or probable that all MK CMs be briefed in full detail on the exact letter of "the law". They can't gather everyone in a big room and explain the rules in Black and White. So, there's room for error and interpretation.

If I, personally, were making and enforcing the rules, I'd make it clear as crystal that there are to be NO MASKS worn in the parks. I say this for a few reasons, all for which I think Disney would have a valid argument:

1) Safety: In order to navigate the MK at night, you already need pretty good vision, since the lighting is very limited (especially in the Frontierland and Liberty Square areas). Granted, they add lighting for MNSSHP, but it's still dark. As others have said, it's not safe for you or those around you for you to have limited vision in any manner.

2) Liability: If your mask causes you to fall and injure yourself, or causes you to hurt someone else - Disney's going to get sued. That's just how people are.

3) Copyright Infringement/Impersonation: If I made a big Mickey costume that looked shockingly like the real Mickey Mouse, and wandered into the parks, naive guests could easily mistake me for Mickey and want photos, autographs, etc (I use this as an outlandish example, but the same applied to B, C and D-level characters). Not only would I be in a less-than-perfect costume, but I would be mis-representing Disney. If I did something less than magical, those guests would think I represented Disney and judge the company based on my lack of training. I'm not saying that you would do this, but as Disney, I would want to make it absolutely clear that costumed guests are NOT Disney-authorized characters (or non-Disney characters that people may construe as Disney).

4) Mischief: If your face is hidden, you can get away with mischief and not be identified.

For these reasons alone, I think Disney is already way too lax in their enforcement of the "mask" rule. We were there this past Tuesday night and I saw far too many people who were completely unidentifiable in their costumes - which made me a bit nervous.

I'm sorry to hear about your troubles, and it really sounds like more of an internal struggle with rule interpretation. However, if you ever decide to go back to the Party, I think it would be wise to check in with City Hall - no matter how long the line - so that you have "upper management" blessing in your hip pocket. That was probably your biggest mistake this time.

Regarding their insistence that you leave the park, I am on Disney's side. So maybe they could have been a bit more discreet about it, but if they gave you a refund (that you demanded), then you no longer had any right to be in the park, as you were not a paying guest.

Lastly, and not to cause further argument or tension, I paid a lot of money for my wife and I to fly round trip from Indianapolis to visit WDW for a week, and dropped another $100 for us to go to the Party. We also went to WDW in January, and last May, and will be going again this coming January. You and I have equal "rights and entitlements" at WDW, and must follow the same rules.
 
Rob562

Rob562

Well-Known Member
edwardtc said:
First, I'll say that Tye probably did not handle the situation in the most magical manner possible. If the situation did indeed happen exactly how you said it did, there is probably some merit in your anger toward Tye.

Regarding the fact that there is inconsistency in the interpretation of the rules amongst CMs, I would say that it's not possible or probable that all MK CMs be briefed in full detail on the exact letter of "the law". They can't gather everyone in a big room and explain the rules in Black and White. So, there's room for error and interpretation.

(snip)
Click to expand...

This is probably the best explanation of why the OP was given different answers as to why they were questioned about their helmets in the past. If the CMs are simply given the rule "No masks or helmets" without any addition explanation, chances are every one of them will come up with their own internal reason as to why that rule exists. And not everyone's reason will be the same.

Go out on the street and ask people why the speed limit on the highway is 65MPH, and you're likely to get a myriad of answers. (safety, fuel efficiency, government conspiracy to raise money via tickets...) If I went into my office on Monday and asked my own co-workers why we do something a specific way in how we do our work, I'd bet I'd get 2 or 3 answers.

In both cases, it's not a *single* reason, but a host of reasons. And each time the OP was just getting one of those reasons.

As for the Park Manager hard-lining the rules, it may be that between the OP's visit last week and this week there was an incident, and new mandates were put out to enfore the rules more.
And as far as my knowledge on park operations goes, the on-duty Park Manager *is* the final word in all aspects of the park's operation. If something in the park goes wrong, the Park Manager's bum is on the line.

The highest person on-duty in Security would not be able to counter the Park Manager's ruling. To go above them, you'd be getting into much higher levels of management that either a) aren't around at the time, or b) don't even have offices in the park, but rather in Team Disney or the exec offices in the former Animation building at the Studios.

-Rob
 
DisneyCanadian

DisneyCanadian

New Member
1) If you have had issues with the costume in the past why continue pushing your luck?

2) Had you waited in line to speak with someone at town hall you probably would have talked to the proper staff or park manager to give them the heads up before 8:20, when your troubled began.

Tye may not have used the proper tone or manneurisms, but he has the right to decide what is and is not safe for yourself and other guests.

Sorry but no sympathy here.
 
Atomicmickey

Atomicmickey

Well-Known Member
I do think that in the case of the OP, there is a bit of "Entitlement Syndrome" going on here, due to the fact that they knew there was a problem before, knew they were taking a risk, and wouldn't accept gracefully the fact that this year, they "gambled and lost".

That having been said, I think that Disney is also inconsistent on this issue. I was at MNSSHP last week and observed:

-A group of five people in complete furry animal suits, with huge heads, wandering around and even riding Goofy's Barnstormer without taking their heads off.

-A full, and quite impressive, Jack Skellington outfit, with full head latex
mask walking around, tho obviously not a CM.

-A full Dark Knight style Batman outfit, with full cowl in place. We took a picture of him.

So, in one night, off the top of my head, there were three major infractions of this policy wandering around. There were probably more, who knows.

I think, as is so often the case, it's the inconsistency.

I believe that the CM's were within their rights to demand compliance with the rules in the case of the OP. The reason that the OP is upset is because of the inconsistency. If it had been enforced properly the first year, hopefully they would have learned to leave their helmets behind and that would be that.

That having been said, "well, I got away with it before" while in full knowledge of the actual rules isn't an excuse.

So, a bit more graciousness on the part of the OP, and a bit more consistency on the part of Disney would solve this.
<insert variable definition of "a bit" here>
 
mousebymarriage

mousebymarriage

Active Member
I think the manager Tye was an A$$! When we went to MNSSHP a few years ago I saw many people, adults and children that has costumes with masks, not to mention some young women with costumes that left little to the imagination. It's obvious the manager was having a bad day and took it out on you guys.
 
H

Hook's Girl

New Member
It's interesting that you are complaining about Tye. Perhaps he stood his ground because Disney would have documented your previous refund and the reason for it?

It is also company policy to escort you out of the park if you do not have paid admission. It happens all the time.

In defense of the Cast Member though, I've had a recent interaction with Tye that was WONDERFUL and changed my entire vacation around.

Does anyone have the Guest Correspondence Address? I need to send a letter detailing the great Guest Service I received from him! At least let the powers that be know that there is no need to retrain this particular Cast Member!
 
C

coasterphil

Well-Known Member
Hook's Girl said:
It's interesting that you are complaining about Tye. Perhaps he stood his ground because Disney would have documented your previous refund and the reason for it?

It is also company policy to escort you out of the park if you do not have paid admission. It happens all the time.

In defense of the Cast Member though, I've had a recent interaction with Tye that was WONDERFUL and changed my entire vacation around.

Does anyone have the Guest Correspondence Address? I need to send a letter detailing the great Guest Service I received from him! At least let the powers that be know that there is no need to retrain this particular Cast Member!
Click to expand...


Make sure you leave your name, address, telephone, and email to have the best chance of actually getting a response and knowing that your letter was received.
 
Disneygirl86

Disneygirl86

Member
I've had the occasion to meet a castmember named Tye at the Magic Kingdom as well and he was absolutely wonderful. Very polite and professional. I wonder if it's the same one?
 
I_heart_Tigger

I_heart_Tigger

Well-Known Member
According to you, you were told several times that you can't wear your helmets

During these past five years, we've been told by Area Managers, "Guys, you can't wear your helmets. You're too close to the cast members." We've also heard, "Guys you look too much like th ereal thing, so you can't wear your helmets".
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but you showed up expecting to wear them anyway. You went with the intent to try to break the rules and you weren't able to this time. So you have great costumes...wear them somewhere else and maybe instead of wearing the same old thing every year to Disney get creative, come up with something great but without helmets. If it will save you some hassle why not :shrug:

I'm one on the side of Tye with this one. I saw many "law breaking" analogies using speeding so for those that say they saw costumes with masks...some people may have tried to sneak them in and change inside the park and just because everyone else speeds on the highway doesn't mean that you can speed without getting stopped
 
R

rickmusic53

New Member
DYoung said:
I'm sorry if this topic has come up in the past, so if the Mods feel that they have to move it so be it. Disney fans, I had an UNMAGICAL night tonight. Please let me explain-

I along with two to four of my friends have done the Mickey's Not-So-Scary for the past 5 years. We'll go once to twice during the event openings. We have authentic Star Wars costumes, in fact, we march in the Star Wars Weekends parades held during the summer.

We like to wear our costumes as much as possible, whether it be at a Children's Hospital, and fund raiser or event. So getting to wear them in Disney is even more special.

During these past five years, we've been told by Area Managers, "Guys, you can't wear your helmets. You're too close to the cast members." We've also heard, "Guys you look too much like th ereal thing, so you can't wear your helmets".

So that you all know, we FOLLOW the RULES to the letter-

1. No signing autographs
2. No taking pictures near characters
3. If you take any pictures with the guests, it a quick couple of pictures and you move on.

Last year we had to go to th eTown Hall, and speak with the Park Manager, to see what we can do to wear our helmets. Mind you, we travel at least an hour to and from, pay for our tickets like everyone else, and obey what the Mouse has told us. We explained to the PM what was going on, he said that he apologized that we had to walk all the way to the front, and that our night wasn't what we had hoped to be, so he refunded our tickets and asked for us to stay the rest of the night as his guests!!! I wasn't expecting that at all. I was floored by the great customer service. Well, that all ended tonight.

Last week, when we entered the park, we let Guest Services know that we were in the park, and that they wanted to make sure that we can see out of our helmets. We passed and we had a great time! Tonight again, is where I'm considering NEVER spending any more hard earned money on Disney.

Tonight we arrive in the park around 7:10pm. The event starts at 7:00pm sharp. Beforw we walked through the gates Security checked us out, our helmets and sent us on our way. We took a few steps, and Bill, the head of Security wanted to do one last inspection. He looked through my helmet and my friends helmet and said, "You guys are good to go! Have a great night, and you have the BEST costumes!" We said our "Thanks" and wnet inside, passing several Area Managers.

We were going to report in at the Town Hall, only to see that there was a line from the inside lobby, down the steps and into the street! We didn't want to even bother those that were behind the counter as we were sure those were guests who must have had a lousy time, or something happened where they felt they needed to be heard. We decided to pass, and go straight to Tomorrowland so we can get some food before the first parade started.

We wore our full costumes all the way there, and even into the restaurant with NO PROBLEMS, again passing a few Area Managers. We finished our meals, and proceeded to go outside. There a family of six were waiting outside before going into the restaurant. We took two, that's two pictures with the Dad, and before we could procced to the people mover, and Area Manager named Russ, said that we can't wear our helmets!

My first thought was, "Great. Here we go again." After explaining to Russ, that this has happened before and that as long as we obeyed the rules, we could wear our helmets. We even went over the rules with him, and he said, "You're right. But I have to get it approved with teh Park Manager before I let you leave." Well, 8 minutes later he said that he can't allow us to wear our helmets because, Tye the Park Manager said that he won't allow us.

Now folks, we could have said, "Okay", and moved on only to wear them anyways, but we decided that we needed to see Tye, speak to him, and ask him to please let us enjoy the park like we have done through these years.

This is where the Disney, "Have a Magical Day" wheels fell off. We spoke to someone behind the counter of our situation. He said that he couldn't make that decision so decided to get someone who could. Fair enough.

We spoke to a guy named Brandon, from Atlanta GA, as his name tag indicated, and he said that the reason why we were asked not to wear our helmets is because of the limited vision. We explained that security chec ked it twice, and that the head of security even checked them and passed us through. Brandon said, "Fair enough", and let us go. Well, just as we were about to leave, Tye the Park Manager comes out from the back office, and abruptly says, "You can't wear your helmets in teh park anymore." Once again we explained our situation, and even stated that last year the Park Manager let us stay etc.

Well Tye didn't want to hear any of it. He suggested that we leave our helmets with him, and that we can pick them up when we leave! Now folks, I live an 1 hour and 15 minutes away. It's another hour and 15 back. I paid 62.84 to spend 5 hours in the park, and have done everything that has been asked of me. Why would I pay and drive only to wear half of my costume?

Tye brought out a "rules" sheet and one of them said that no costume shall block any eyes or eye sight. I asked him, "Who in their right mind would wear a costume, at night, where they CAN'T SEE?! "He said, "I'm not talking about them, I'm talking about you!"

I looked at my friend, an dlooked at him as if to say, "I can't believe he just said that to me, in that tome of voice". I asked Tye, "If the helmets are not allowed, then why where we able to wear them two weeks ago, AND security just tonight checked them TWICE, and still said that they were "Okay"?

Tye then said well that might have been, but I'm not going to let you wear these in the park tonight. Before I go any further, just where is the customer service here? I spoke down to us, and acted as if we broke a mjor rule or law within the park!

We asked for our refund then since it was 8:20pm and at first he wasn;t going to give us one! When I had asked for his Manager, he quickly refunded the money. Now while we waited, two kids dressed in Star Wars costumes walked up to us and were in awe of what they were seeing. They asked us questions, and one wanted to know if we were going to be around, because he pointed to my friend, and said, "You're my hero!" If Tye had seen or heard that maybe things would be different tonight.

Here's the icing on the cake- He said, "Here are your refunds, and now I'm going to ESCORT YOU OUT OF THE PARK!" WHAT?! Escort?! Can you believe that idiot, and I'm being nice here actually ESCORTED us out of the park with two security men, while people were watching us leave. I was EMBARRASSED, and HUMILATED!!!!

I couldn't believe Tye's audacity tonight! Whom was he trying to impress? Why would he do this? If Walt Disney were still alive today, he would be SEVERELY ASHAMED of what happened tonight. Her eI am a grown man of, soon to be 36 years, oh by the way, tonight was a birthday present from my wife. Nice huh? Anyway, I was almost in tears because of the frustration of it all. I've been going to Disney since I was years old! This is the first time that I didn't do anything wrong, and I was booted out of Disney World!!!

Here it is 12:11am and I can't sleep because now humiliation and depression has turned to anger. I plan on writing a letter to the Corporate office, and ask that I am contacted either by phone or letter, as to what if any trianing or recourse that I believe Tye is in dire need of. I'm not asking that he be terminated. I'm asking that someone needs to remind him, that in a place where "Dreams come true", and where everyone there want's you to have a "Magical Day", that tonight those words and beliefs weren't lived up to, and were in fact so hurtful, that I'm seriously thinking about not spending another cent on any Disney merchandise or on Disney Entertainment as a whole.

What gets me thinking, is that if he was that demeaning to me, how many guests has he treated the same way?
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I fail to understand why you wanted to go in dressed like a cast member in the first place. I wouldn't want a pictured with you. I go to see the cast members not some wannabe from some phony galaxy far far away. If a Disney Manager was rude in any way I'm willing to bet you were first. As far as you not spending anymore money on Disney....great, go to Six Flags.
 
Ariel484

Ariel484

Well-Known Member
I_heart_Tigger said:
According to you, you were told several times that you can't wear your helmets...

(snip)
Click to expand...

That's what I was thinking. Maybe the reason for the rule changed, but "you can't wear your helmets" remained constant...so really not sure why you pressed your luck again. :shrug:
 
Frank Stallone

Frank Stallone

New Member
You have been trying to break policy every year, and you finally got called out on it. Deal with it.

Maybe it's God's punishment for wearing the same costume every year.
 
devoy1701

devoy1701

Well-Known Member
TURKEY said:
So if the speed limit was 70 on the interstate this year and changed to 60 next year, you would complain because they changed the rules?


I don't think most people think you are a bad guy. I think most people can't believe that you're this upset.

1. You've had issues in the past yet you continue to try and go with this same costume every year.

2. You wanted a refund and then got upset at being escorted out. I know your costume makes it hard to get lost, but you could easily disappear into the crowd and stay in the park.

3. What you may consider demeaning behavior may be deemed professional behavior by anyone else witnessing the conversation.

4. You refused to go to City Hall because you thought the line was too long to address the issue.




Maybe next time (if you do and also try to wear same thing again), you should get there earlier before 7 pm and stop by City Hall between 4-7. Explain that you've been questioned about your helmets and if you could have something in writing from a manager explaining that they gave you the ok to wear them. Also keep in mind that another manager may decide that it isn't ok and still ask you to remove them.



I've had managers tell me they would deal with a situation in 2 different ways and that 1 would get a guest trespassed and the other just warned.
Click to expand...

Very Nice example for line one.

Frank Stallone said:
You have been trying to break policy every year, and you finally got called out on it. Deal with it.

Maybe it's God's punishment for wearing the same costume every year.
Click to expand...

I agree here though I would have put it in a nicer tone. The OP has obviously been bending the rules for the past 5 years...I think it's about time that you got called on it. I assume that these "authentic costumes" cost a good deal of money and you're trying to milk it for all its worth to get your value out of it. :lookaroun

Sorry for that comment. But you got your money back twice for the same offense and you were at fault both times. Just wear a different costume or don't wear one at all...and if you decide not to go, oh well....no more harm or foul...

I don't see any fault on the side of Disney with the exception of Tye's tone (which might be misrepresented coming from your place in the matter)... I wish that most front end CMs would enforce the rules for everyone. Maybe then people will understand how rude it is to take flash pictures on a dark ride.
 

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