Transfered to another agent because of a System Upgrade?.?.? - PassPorter - A Community of Walt Disney World, Disneyland, Disney Cruise Line, and General Travel Forums
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Transfered to another agent because of a System Upgrade?.?.?
Called in to reservations (wdw-dine) this morning at 6 am and after about 5 or 6 minutes on hold (listening to the Haunted Mansion music) I got a rep. I told her that I wanted to make reservations and gave her my date and hotel. She then informs that they are in the middle of a system upgrade and that she would have to transfer me to an agent that could assist me. Anyone else have that experience? I have never experienced it before but then again this is the first time I've called in since they switched over to the new system.
That happened to me, and I was told I would be on hold for the other CM for 1-2 hours. My total call time ended up being over 70 minutes! But that was better than it could have been.
When I called during a "system upgrade" last week, I got through on the phone right away, but they didn't transfer me or put me on hold, they just told me that they weren't able to make any changes to my reservation at that time, and to call back in 2 hours. I don't understand why they would want or make you sit on hold for that long - it's counter productive and very poor customer service, and I certainly wouldn't sit on hold that long!
You were transferred to another CM because not all CMs have been trained on the new system yet. And spending upwards of an hour or more on hold/dealing with a CM is quite typical. It took me 70 minutes to get my ADRs done last week and half of that was on hold. They have a completely new system that they are using for ADRs and Tours that take place on or after May 26th and the system still has some bugs in it. Also the new process is slower than the old. Now instead of getting your 8 digit confirmation number after each ADR is booked, the desired ADRs go into a shopping cart, which can hold up to 12 ADRs at a time and when it's full, that's when they process the ADRs and you get all your 12 digit confirmation numbers at once. This new system is most likely the one that is going to be rolled out as an online version so the CMs are the first to learn to use it and make sure all the glitches are out.
Thats horrible...didn't know how lucky I've been. Made dining reses. Wednesday 3/11 and got a CM with in 3 min & had 6 reses withing 20min.
Hope things improve with that new system. I'm still upset they stopped the 800#...not everyone has Free long distance.
ohoh! For my Jan trip, I was still adjusting my ADR's a couple of weeks before leaving and didn't have to wait at all to get a cm. I'm waiting for my 90 day to make ADR's for Aug, doesn't sound good.
When I called last Monday, I got a CM within 5 minutes who told me the same thing that she was transferring me to someone else. Then I waited for another hour and five minutes before I got a CM who then took my all 10 of my ADRs in less than 25 minutes.
I've made about 15 calls the past two weeks for ADR's for my clients and have been transfered too. I have to call again in the morning, everytime I call it's a whole new experience.
I still got the old confirmation numbers. Only on hold for about 50 minutes.
Yes, they do need to switch to a toll-free number. That's does seem quite right that you have to pay out money to hold for a reservation because they are upgrading their systems.
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I called yesterday, not for dining, but to book a tour. Although I wasn't on hold waiting to speak with a CM for any long period of time, the actual booking of the tour seemed to take longer than normal - about 15 minutes. Then, after we got through all the rigamarole associated with matching up a date with a time, I told the CM that I would like to use my Disney Visa discount. There was dead silence on the end. After a lengthy pause, she said, "You can use your Disney Rewards card if you have one, but not a Disney Visa for a discount." Ummm.... That's just completely incorrect, but whatever - I told her, "Fine, I'm AP & DVC, so just apply one of those. Either one is the same discount."
After being put on hold for about 5 minutes, she came back on to tell me that if she applied the discounts, then we couldn't book the tour for the day/time we wanted. Again... , but I told her to try looking at a different day, to which she did, and 3 minutes later, and lots of clacking on the keyboard, she says the same thing - "we can't give you a discount on any of the days." I think she could tell that I was starting to get less than magical, because she put me on hold again to consult her supervisor. After another 5 minute wait, she came back on to tell me that the system is broken, and that if I want, we can book the tour at the original price, and then when the system is fixed, it'll automatically take the discount off. Riiiighht. Sure it will. I thanked her for her time, and told her I'd call back when the system was fixed.
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Anyone else have that experience? I have never experienced it before but then again this is the first time I've called in since they switched over to the new system.
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How frustrating!
Thats horrible...didn't know how lucky I've been. 
Made dining reses. Wednesday 3/11 and got a CM with in 3 min & had 6 reses withing 20min. 
. That's just completely incorrect, but whatever - I told her, "Fine, I'm AP & DVC, so just apply one of those. Either one is the same discount." 
I think she could tell that I was starting to get less than magical, because she put me on hold again to consult her supervisor. After another 5 minute wait, she came back on to tell me that the system is broken, and that if I want, we can book the tour at the original price, and then when the system is fixed, it'll automatically take the discount off. 
Riiiighht. Sure it will. 
I thanked her for her time, and told her I'd call back when the system was fixed. 
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