Originally Posted By jacobsmom Anyone know where I can send a customer service issue about a CM to Disney. I had a very rude cast member that I was totally shocked by on my recent visit to Disney. Right when we got there we went up to a water cart to buy a water. I asked if they were closed as they had the tarp partially (about 1/8th) down. It was about 6:30pm right before the P&P party. Two CM's were working the booth. One was straightening the booth and said "no... we're open" without looking our way. No biggie...Then I asked him a question about the dining plans and purchasing water. His words were "just because you're on the dining plan.. doesn't mean you can get anything you want!" this was said not looking at me in a very sarcastic manner. I was totally shocked, especially since I rate customer service part time as a living. This was not the way I expected or enjoyed having my first day at the Magic Kingdom start. My response to him was acknowledging him "by name" and thanking him for the response. I think it shocked his buddy who he was working with and he started to change his additude. Granted , I'm sure he had a long hot day but he needs to know that his job really reflexed Disney and the mood of it's guest who pay lots of moola to have a "somewhat" magical day there. Thanks
Originally Posted By Mickeymouseclub i agree that was rude but on the other hand...I just spent 7 days at WDW and was not on the DDP. By the end of my trip I found myself thinking Disney needs to have an express/Not on DDP line. I witnessed an entire family of 5 seated with napkins siverware, water, menus get up and leave after realizing the DDP would not be considered lunch but the Dinner equivalent at the Liberty Tree. The server was so polite and understanding as they left and then he had to completely clear the table and put all fresh napkins and siverware down for the next guests. Customers at the hotel food courts with trays of food would argue with the cashier and then take off the tray some item and leave the line while they found the correct milk size and then come back to complete their purchase. Meanwhile the line has already been a 15minute wait. Another time the customer grabbed his card and threw the money at the cashier. Really if you are on the DDP please take the time to understand how it works. It will make it much easier for everyone involved. Thank you
Originally Posted By ghosthost2001 All I have to say is why would you leave the park before addressing your complaint? If I was upset about an issue such as yours I would surely stop into guest relations before I left the park to complain.
Originally Posted By mele There's nothing wrong with asking a simple question about what is on a plan and not on a plan.
Originally Posted By Sport Goofy << There's nothing wrong with asking a simple question about what is on a plan and not on a plan. >> I don't necessarily disagree, but I also think that Disney does a fairly decent job of getting materials out in advance to people that purchase the Dining Plan. I think that a guest has some amount of obligation to actually read the materials about the plan in advance so that they know what the service is all about. It's not that complicated, and I really can't imagine too many situations where you would need to ask detailed questions if you took 10 minutes to read the materials Disney provided in advance. I expect that 99% of the questions Disney gets about the DDP are from guests who did not bother to read any materials at all about the plan before they started making their meal purchase, or from guests who fully understand the limitations of the DDP and think that they can somehow get more out of the program than what they paid for by "playing dumb."
Originally Posted By bobbelee9 I wonder if the CM in #1 was that way because he had to deal with some of the people in #2. Or were the people in #2 that way because they had to deal with a CM like in #1. IMO the CM in #1 is wrong, and the "guests" in #2 are horrible people.
Originally Posted By grammy954 Regardless of whether or not someone read and/or understood the rules of DDP, there is absolutely no reason for a cast member to get sarcastic with a guest. I don't even care if the guest is being rude - just because someone else is rude does not mean you should be rude - after all, that makes you exactly the same as them...
Originally Posted By Mickeymouseclub I never meant to imply anybody was wrong or horrible. I just tried to point out that the DDP can create extra work and stress for everybody. I get confused about the different discounts with DVC versus DVisa and PAP. I probably could not understand the DDP even if I was on the plan and had studied it. Can you imagine being a new cast member? Also the weather was very hot and humid.Everybody was irritable and it was very crowded.But I still had fun and wish I was still there!
Originally Posted By bobbelee9 As long as it doesn't stop you from going back. But I believe excellant or horrible employees should be acknowledged.
Originally Posted By trekkeruss Disneyland Guest Relations 1313 Harbor Boulevard Post Office Box 3232 Anaheim, CA 92803 You can use the same address to contact Ed Grier, President of DLR. Further up the chain are James Rasulo, President of Walt Disney Parks and Resorts, and Robert Iger, CEO. Mr. Robert Iger Chief Executive Officer The Walt Disney Company 500 South Buena Vista Street Burbank, CA 91521-4873 Mr. James A. Rasulo President Walt Disney Parks & Resorts 500 South Buena Vista Street Burbank, CA 91521-4873
Originally Posted By MPierce Remember to keep it polite, and make sure they understand exactly what happen. wdw.guest.communications@disneyworld.com
Originally Posted By trekkeruss Oh sorry. For some reason I had it in my head this was at DLR, not WDW. Walt Disney World Guest Communications PO Box 10040 Lake Buena Vista, FL 32830-0040 Meg Crofton President The Walt Disney World Resort PO Box 10040 Lake Buena Vista, FL 32830 Mr. Phil Holmes Vice President of the Magic Kingdom PO Box 10000 Lake Buena Vista, FL 32830
Originally Posted By jacobsmom Thank you all for your inputs and information on this subject. I have worked in customer service and now I am fortunate enough to review the same, so I am both sympathetic to the CM's and watchful at the same time. The reason I didn't report it right at that time or the same day is because I was on vacation. It went right to storage locker in the brain for later as I didn't want to waist another minute of my expensive and very short vacation dealing with this episode. I knew I would deal with it when I got home later. I did make notes on exact times, local and names for future reference as not to mistake anyone else when I returned home to address it. I totally know how hard the DDP be but I also know and appreciate good service. We tipped extra during our trip for TS except once. That once I couldn't believe was at the GF where we were staying. Not too friendly service and we both felt that we were "less than" regular paying customers while using this plan. My son is 13 so we had to purchase the adult plan for him. My question was , can he order an appetizer from the adult menu along with dessert but get a childs Entree. My answer at that restaurant was "NO... you need to order all parts of your meal from the same menu". So my son got a kiddie meal only at that restaurant. All other restaurants in the resort let us pick the Entree from the childs menu. I didn't make a fuss as each restaurant may have different rules. All in all, I just feel Disney needs to know what happens and how to re-train or remind cast members that they are just that "cast members" for Disney. FYI... if I spent any more time researching this trip... Husband would divorse me... but you do I agree need to spend time especially at WDW before you go to be informed. I'm really excited as I just booked two nights at Disneyland first week of December to see Christmas there for the first time. Whoooohooooo!
Originally Posted By Mickeymouseclub I appreciate you taking the time to explain your more personal and professional thoughts on this subject. I do hope you will let us know if you are successful with Disney management.
