Yep, but we just accept it because it's always been that way. It's like Paris is Orlando's smaller, messier, badly behaved sibling when it comes to customer service.
And the French/Spanish refuse to queue for characters so just barge in front of young kids, cast members refuse to intervene. They let people smoke in the queues, they prefer to look after their own nationality above others. For instance, when checking in to the hotels if you go before 2pm, all the ready rooms will go to French or Spanish. I have only seen one CM there really truly love his role. He was a CM working on the parade and was great with the crowd and taught the crowd the words to the parade song before it arrived. Dad and I joked that he must have been to WDW for training.
We go there because we need a Disney fix and it's cheaper for us than going on holiday for a week in our country (England) as my kids are theme park and Disney junkies, but I've trained them to "think French" when it comes to queuing, and we really try our best to fit in with their culture and we all say our s'il vous plaits and mercis.
But going to Orlando we expect to see impeccable service at all times, because that's what we had when we used to go. I've worked in the hotel industry and customer relations for a few American companies. One even had me trained to smile and talk at the same time. You would never see any other than politeness coming from our team, even when one of us was grabbed round the throat. I think it's all to do with our idea about what a nationality should behave like. I'm English, I expect most people coming to England for the first time would expect to see tea rooms, earl grey, scones and Harrods. Most of my friends believe that Americans have excellent customer service skills, and are willing to help anyone because if they don't they'll end up sued lol.
Going to our themeparks here we expect the CMs to be miserable, going to Paris we expect them to be rude. But going to WDW, we expect them to be always cheery and willing to help.
At the end of the day, the CMs have a job to do and that is to ACT happy even if they are not. WDW is a stage. All customer facing roles are an actor's job essentially. And despite the few things I have seen that have not lived up to WDW's reputation, we have had some lovely interactions with CMs and even had a magical moment created for us. I suppose the point I am trying to make is we all have bad days but seeing them affecting staff in WDW is unexpected.
Wow, sorry to ramble! Apologies!