MDE Down all morning 4/12/17

[21stamps]

Ok, so maybe I need a sarcasm font. The refund thing may have been a bit of a stretch, but it could be done.

The point is when you force your customer to use your technology for the services you've purchased, that technology has to work 99.9% of the time or at least close. The systems to make that happen are available. It's obvious since this has occurred on consecutive Spring Break seasons that Disney chooses to not spend their money in that way.

I agree with that.

It shouldn't happen. My point is- protect yourself as much as possible. Back up your plans..don't let it wreck your day.
The people standing in line at GS are wasting their time over over spilled milk. But I agree, the milk shouldn't have been spilled in the first place.
Technology is wonderful when it works, and absolutely horrid when it doesn't.

 

[Kman101]

I love to pay $132.06 for admission and get inconvenienced. My favorite part of vacation!

First world problems. You-know-what happens. Life goes on.

 

[Kman101]

Negative. You are just supposed to grin and bear it. That's what I've learned from this thread.

No, but it happens. It sucks but honestly that's life? Sorry if we aren't more sympathic but it's really first world problems and all. I had issues with MDE as well but it never went down, but it was slow and froze often. Again, you-know-what happens. I'm honestly sorry it did, but you had already used up your three FP's, it was a matter of just getting another after another. It was back up by 11, no? They're too reliant on technology that isn't where it should be for a company like this that depends on it, I agree with that, but you ended up going about your day. You're the one who chose to go to guest services and spend your time there.

 

[RustySpork]

The line at the kiosks consists of hundreds of people. I'm also about to use my 3rd FP and can't add more.

It's a joke.

The way I see it, you have a few options based on what I've learned here.

1. You're doing it wrong, it worked for me last week.
2. You can always wait in standby.
3. You should have gotten to the park earlier.
4. You're at Disney, you're supposed to make your own magic. Disney doesn't owe you more than allowing you through the gate.
5. It's probably still better than being at work.
6. There's always next year.



On a serious note, that really sucks and I'm sorry that you have to deal with it.

 

[RustySpork]

Because either they don't hire the people who know how to properly implement, test, and release HA systems, or they refuse to spend the money on adequate resources to ensure high uptimes.

Oh, they hired them. After a while they made them train their H1B replacements and sent them out the door so the balance sheet would look a little better.

 

[xdan0920]

ouch - so if FP isn't available I would assume wait times on things like Pirates would be much lower...

If only.

No, but it happens. It sucks but honestly that's life? Sorry if we aren't more sympathic but it's really first world problems and all. I had issues with MDE as well but it never went down, but it was slow and froze often. Again, you-know-what happens. I'm honestly sorry it did, but you had already used up your three FP's, it was a matter of just getting another after another. It was back up by 11, no? They're too reliant on technology that isn't where it should be for a company like this that depends on it, I agree with that, but you ended up going about your day. You're the one who chose to go to guest services and spend your time there.

I didn't know what my FPs were. I made them 2 months ago and didn't make a paper backup. CMs by and large didn't have any answers besides, it'll be up soon. This thread provided me with a solution. Many other guests it seemed, didn't know of any solution besides the GS queue. Screw them I guess?

 

[Laketravis]

Oh, they hired them. After a while they made them train their H1B replacements and sent them out the door so the balance sheet would look a little better.

I had heard that the MDE page actually had a queue this morning? Something along the lines of:

The Wait Is Almost Over!
Thank you for your patience. Please keep this page open, as you will lose your place in line if you close or refresh this page.
Your approximate wait time: 3 minutes.

 

[RustySpork]

I had heard that the MDE page actually had a queue this morning? Something along the lines of:

The Wait Is Almost Over!
Thank you for your patience. Please keep this page open, as you will lose your place in line if you close or refresh this page.
Your approximate wait time: 3 minutes.

Soon we'll need an FP+ to schedule FP+. Yet another up sell opportunity.

 

[Kman101]

If only.


I didn't know what my FPs were. I made them 2 months ago and didn't make a paper backup. CMs by and large didn't have any answers besides, it'll be up soon. This thread provided me with a solution. Many other guests it seemed, didn't know of any solution besides the GS queue. Screw them I guess?

They need to have CMs better prepared for this. I absolutely agree. I'd be frustrated as well if they just shrugged it off. I am sorry it was such a nightmare.

 

[drizgirl]

Meh, move on with your day. Do something that doesn't require a fast pass. This isn't the end of the world...just a minor inconvenience. Mountain out of a mole hill as usual.

Spoken like a local who can just come back another day. Some people travel from far away and can't just make it up another day.

 

[jakeman]

If only.


I didn't know what my FPs were. I made them 2 months ago and didn't make a paper backup. CMs by and large didn't have any answers besides, it'll be up soon. This thread provided me with a solution. Many other guests it seemed, didn't know of any solution besides the GS queue. Screw them I guess?

Hey...on the bright side, I think you have a free pass to just absolutely choke the living crap out of someone. So, you got that going for you...

You do not have that free pass. Please don't choke anyone.

 

[drizgirl]

If my Comcast service is out for 3 or 4 hours I receive a credit on my bill if I report it. Oh please. Disney is not raising prices to afford to pay people back for everything. Disney is raising prices due to their own skyrocketing costs and drive for higher profits.

In 20+ visits, I've never stood in any line to complain about anything at the resort. My time is worth way more than that.

Gotta maintain those 24.4% margins.

 

[xdan0920]

Hey...on the bright side, I think you have a free pass to just absolutely choke the living crap out of someone. So, you got that going for you...

You do not have that free pass. Please don't choke anyone.

Too late. I only checked the fine print after I put that jerk weed into a sleeper hold. That's on your head Jake.

 

[ford91exploder]

Ok, so maybe I need a sarcasm font. The refund thing may have been a bit of a stretch, but it could be done.

The point is when you force your customer to use your technology for the services you've purchased, that technology has to work 99.9% of the time or at least close. The systems to make that happen are available. It's obvious since this has occurred on consecutive Spring Break seasons that Disney chooses to not spend their money in that way.

Actually - 99.99% is a MINIMUM for a commercial e-commerce system, Disney does not even get to 'Two Nines'

 

[PanInFlight]

Technology breaks. They'll fix it.

That said, they could have spent that $2b on physical attractions and improvements which wouldn't cause these issues...

Those attractions though would go down just as all do today still. Anything technical or mechanical will break at times. Us as humans get sick too. It's just life and we will get through it when ever it happens

 

[PREMiERdrum]

Heavens, this thread...

Disney has positioned and priced itself as a premium product. Permium products come with raised expectations from your guests. The mouse put themselves in that position.

Related:

I, like many otheres here, am a Disney Travel Agent. I had guests arriving by car at Caribbean Beach resort last Sunday. Their room wasn't ready until after 4:30, more than 90 minutes past the stated check-in time. When they arrived to their room, they found that it hadn't been cleaned at all from the last guests. Dirty towels, pizza boxes, and trash were everywhere. They called the dwakand were told to wait **in the dirty room** for mousekeeping to come and "check" the room. Then they called me.

I was fuming. These were first time guests who looked like they could be frequent flyers for Disney experiences going forward. They were let down.

I called customer service and went over the issues in a respectful, though firm, manner.

The manager called the guests within 10 minutes amd went out of his way to remedy the issue and make them feel like they were compensatied for the inconvenience.

The average guests aren't like us. They shouldn't have to build their own backup plans to compensate for Disney's issues. They can't be expected to remember every detail that they were required to plan as much as 6 months earlier.

Disney owed it to these guests to help remedy their botched plans, either in replaced FP reservations, increased park hours, or some other make-good.

 

[21stamps]

Actually - 99.99% is a MINIMUM for a commercial e-commerce system, Disney does not even get to 'Two Nines'

View attachment 199469

How many total hours in a year has this happened?

Heavens, this thread...

Disney has positioned and priced itself as a premium product. Permium products come with raised expectations from your guests. The mouse put themselves in that position.

Related:

I, like many otheres here, am a Disney Travel Agent. I had guests arriving by car at Caribbean Beach resort last Sunday. Their room wasn't ready until after 4:30, more than 90 minutes past the stated check-in time. When they arrived to their room, they found that it hadn't been cleaned at all from the last guests. Dirty towels, pizza boxes, and trash were everywhere. They called the dwakand were told to wait **in the dirty room** for mousekeeping to come and "check" the room. Then they called me.

I was fuming. These were first time guests who looked like they could be frequent flyers for Disney experiences going forward. They were let down.

I called customer service and went over the issues in a respectful, though firm, manner.

The manager called the guests within 10 minutes amd went out of his way to remedy the issue and make them feel like they were compensatied for the inconvenience.

The average guests aren't like us. They shouldn't have to build their own backup plans to compensate for Disney's issues. They can't be expected to remember every detail that they were required to plan as much as 6 months earlier.

Disney owed it to these guests to help remedy their botched plans, either in replaced FP reservations, increased park hours, or some other make-good.

Speaking for myself only.. I do the same thing when I'm using my phone for directions.. I always screen shot the "list view" just in case.

Premium products still have glitches. It's few and far between. It was 3 hours at most? People have extremely high expectations for compensation for a downed app for a few hours. I'm kind of surprised by it.

The OP received "a few" (not sure if that means 3) anytime fast passes, which is pretty much gold on a day like today...and has way more worth than the single 3rd FP that he forgot what attraction it was even for.
I'm not blaming him, but I mean, his fastpass wasn't taken, he just didn't know where to go to use it.
Is that not enough compensation in your opinion?

 

[xdan0920]

The OP received "a few" (not sure if that means 3) anytime fast passes, which is pretty much gold on a day like today...and has way more worth than the single 3rd FP that he forgot what attraction it was for.
Is that not enough compensation in your opinion?

Who said it wasn't enough?

I had to work for it though. Thousands of others got nothing. Tough luck on them I guess.

Disney needs to do better with their tech. Losing FP ability for 4 hours on a spring break morning is unacceptable.

Like I've repeatedly said, I came out of this fine, in part thanks to this thread, in part bc I made my FP 60 days ago, and in part bc I'm experienced here. I am not an average guest. Average guests got the shaft this morning.

 

[21stamps]

Who said it wasn't enough?

I had to work for it though. Thousands of others got nothing. Tough luck on them I guess.

Disney needs to do better with their tech. Losing FP ability for 4 hours on a spring break morning is unacceptable.

Like I've repeatedly said, I came out of this fine, in part thanks to this thread, in part bc I made my FP 60 days ago, and in part bc I'm experienced here. I am not an average guest. Average guests got the shaft this morning.

People saying monetary compensation or extended hours.

I guarantee the people at WDW today will have their plans backed up next time, and probably a lot of "average guests" already did. The app going down shouldn't have happened. Sometimes we're unlucky and in a place when a .009% chance of something going wrong, actually does go wrong.

Magic bands for purchases were down completely for several hours 2 days after Thanksgiving. Luckily I wasn't at a park. So my inconvenience with that consisted of nothing more than running to my room to get my wallet.
I'm sure people shopping on their last night were extremely frustrated. .SE went down for almost an hour total and we missed Illuminations on our only Epcot day on our only Holiday trip..I was ed, not gonna lie..but I realize that machines can go down. I don't know why this stuff happens at busy times. I don't think there's a way to 100% prevent it. New guest or frequent guest, people realize that glitches happen.

ETA- 2 bright sides-
1. Probably better to have MDE go down first thing rather than mid day.
2. I was so mad after my "stuck" situation, I wasn't even paying attention to where I was walking- tripped over a curb, wiped out face first in front of a large crowd, and ripped my favorite pair of leggings.
So at least you kept calm enough to look in front of you.lol. That's a positive.

 

[Bandini]

Heavens, this thread...

Disney has positioned and priced itself as a premium product. Permium products come with raised expectations from your guests. The mouse put themselves in that position.

Related:

I, like many otheres here, am a Disney Travel Agent. I had guests arriving by car at Caribbean Beach resort last Sunday. Their room wasn't ready until after 4:30, more than 90 minutes past the stated check-in time. When they arrived to their room, they found that it hadn't been cleaned at all from the last guests. Dirty towels, pizza boxes, and trash were everywhere. They called the dwakand were told to wait **in the dirty room** for mousekeeping to come and "check" the room. Then they called me.

I was fuming. These were first time guests who looked like they could be frequent flyers for Disney experiences going forward. They were let down.

I called customer service and went over the issues in a respectful, though firm, manner.

The manager called the guests within 10 minutes amd went out of his way to remedy the issue and make them feel like they were compensatied for the inconvenience.

The average guests aren't like us. They shouldn't have to build their own backup plans to compensate for Disney's issues. They can't be expected to remember every detail that they were required to plan as much as 6 months earlier.


Disney owed it to these guests to help remedy their botched plans, either in replaced FP reservations, increased park hours, or some other make-good.

I wonder these people will become frequent flyers. I'm glad they had you in their corner. But what about the other first timers who get the shaft?