DC's Trouble in paradise...

[dcfromva]

I have already mentioned I had a problem with our Annual Passport renewal vouchers over in the trip report section. I thought I would put updates over here, since the topic is a bit of a bummer.
Briefly, what happened is I had 3 vouchers for AP renewls and the CM who was helping me said that I would have to pay the price difference from what I had paid for the voucher versus what the current price of an annual pass. A “discussion” (BG) ensued which resulted in asking to speak to her supervisor .

This annual pass problem is unusual. AP holders used to have a really sweet renewal deal. When your annual pass was just about ready to expire, Disney would send you a notice offering you special renewal rates if you renewed within 30 days. The renewal letter that Disney sent out specifically stated that the renewal pass rate could be locked in and the pass did not go into effect until the first day we activated it. We sent over $1,000.00 to Disney back in Feb of 1999 to renew. Sometime in late 1999, after we renewed our passes, Disney changed the renewal rules. The new rules are if you renew your AP, it goes into effect immediately. So on our most recent trip when I went to activate my vouchers, they applied the new rules. They said if they didn't charge me the extra money, the pass would be activated it for 1999. Basically, they changed the condition of the sale retroactively which is not right. In 1999, when Disney sent me the vouchers, they included a card that explained all the benefits of an Annual Pass and on this card (in bold print) it says, “Your Annual Passport is valid for ONE YEAR starting with the first day of use at ANY park.” In the 30 minutes I was at guest services, I pretty much covered all the points and could see that I wasn’t making any headway.
I didn’t see where I had any option but to pay the extra money (go home was the only other choice :) ), so we went ahead with it. But, even now, I am still totally upset about this. We had to cough up an additional 51.66 per pass. This CM had only been working at guest services for two years, so I suppose her ignorance could be explained, but it is still frustrating.
-DC

[Johnie]

IT is so aggravating when people just tell you "that's the way it is, so tough". Have you pursued this with anyone higher up?

[dcfromva]

UPDATE...
So, I tore the house apart looking for last my renewal letter! The best I could come up with was a letter dated Sept 1995 which stated, " Please note: renewal prices are available exclusively to current Passholders. Passports are not active until you exchange for a new Annual Passport Photo ID."

I found another dated Dec 1994, " As an Annual Passholder, you are entitled to the following special prices if ou purchase a new Passport within 30 days of your expiration date. Special prices are available exclusively for curretn Passholdser only. Please Note: Annual Passports are not active until you validate your voucher for a new Annual Passport photo ID..."

Then there was the benefit description that was enclosed with my vouchers which states: 'Your Premium Annual Passport is valid for ONE YEAR starting with the first day of use at any park."

That is the best I could find. So, I wrote my letter and made copies of the letters. Tommorrow, I will mail it. I will let you all know what happens.... (I don't know how long it will take!).
-DC

[Figment]

dc...I feel your pain.

I had a layaway at a certain WalMart..I didn't get back to pay on it and they cancelled it automatically. Just last week I received a postcard stating basically: You can present this card and your photo ID at the layaway department at ANY WALMART IN THE USA and you will receive your $$ back.

When I took this to the WalMart I have currently been shopping at and presented the card I was told WE CAN'T DO THAT! I said, Oh yes you CAN and you WILL, it says so right there! (One of the managers had the nerve to claim it was a misprint!) I had to *discuss* this with three people of various ranks. ALL of them said that they could NOT do this. Any way...I left with my money:blush: and I am sure they were calling me every name in the book.

For this to happen at Disney though, seems like such a betrayal.

[andrea9873]

DC,
This is very unfair,I am sorry this has happened, please let us know when you hear something back from Disney.
I am considering buying the Annual Passes before I go in March. When you wrote to them did you ask for a refund or credit for the 51.66 per pass that you had to pay additionally?

[dcfromva]

RCVD letter from Disney dated July 2nd. "I have tried to reach you by phone several times, but have been unsucessful. I invite you to call me at (phone number) at your earliest convenience to discuss the letter you sent."

I called for 2 weeks...I left a voice mail each time. (No return call) On the 3rd week, on the Voice mail was another number to call (CM in question was out of the office for a week)--called back up number and after being on hold for a while talked to a real person who assured me that my call would be returned....

RCVD letter form Disney dated July 15th. "I did receive our messages and have been trying to contact you. However, your "call intercept" telephone system always states that you are "not available and disconnects without giving the option of leaving you a message....." (would have been nice to know that 2 weeks ago, but now what?)

Today August 1st, I was thinking about the situation again, so I called the number and I was able to get through....
CM told me that the renewal policy changed on June 6, 2000 and my vouchers should have been honored without additional cost and I shouldn't have had any trouble. She said the CM should have processed our vouchers as new AP's. She will refund the additional money that was charged and send me a receipt. (Couldn't that have been done a month ago?) She said she wanted to talk to me to set up a file so that my Mom, my sister and B-I-L won't have any trouble. Swell. I feel better (a little bit), but this hastle sure spoiled what promised to be a very magical evening on our arrival and I am still a little let down about the resolution of the problem...

It doesn't erase the hastle I had activating the voucher--(we tried so hard to get to the MK before it closed to see Tinkerbell fly and see the fireworks--instead, I spent that time arguing with the CM and waiting to see the supervisor--and did not get to go to the MK that night), it doesn't erase the sleepless night I had--just too upset, kept going over the details in my mind. It also doesn't make up for the time I had to take to find my documents, sit down and write a letter and then make countless phone calls at my own expense to try to follow up on this matter.

But, at least my Sister, BIL and Mom shouldn't have any trouble. (I hope). And, at least my AP is activated and we won't have to go through that on our next visit! (in slightly over 3 weeks--now that I think of it :) ) and I am getting a refund ...
-DC :ears:

[Mickeymac]

DC - I'm glad to hear you are getting your money back (actually, I will be glad to hear when you receive it)

One thing that took me years to learn is to ask when I am unhappy. Tell them - they don't know. They should be aware to make additional amends, but as with all things Disney, if you don't ask, you won't receive.

Send them a letter and let them know exactly what you just told us. You are frustrated, let down, and certainly still feel this is below Disney standards. The main reason you became a DVC member is to experience the magic, and that on that trip, you certainly didn't. Let them know exactly what it is that would make you happy.

[dcfromva]

Mickeymac,

Hee hee hee--I wasn't nasty or anything, but I did tell the CM about my sleepness night and my angst over the situation--she didn't offer anything additional--just said she made up a Guest Services file on me (Not sure if that is a good thing or a bad thing :) ).

I have been composing a letter to write to someone in Disney (after I get my two refunds :) --I have made 3 phone calls ref CRT deposit and I keep checking my cc statement on a daily basis as of today, it has yet to appear....

At this point I don't know what would make me happy--What would make me happy in a situation such as this? (I'm still waiting to find out what happened with you in your trip report. You are my role model MM :) --how was that for nagging for your trip report and yet being so sneaky about it that you didn't even notice? hee hee hee )

-DC :ears:

[Mrs.Tom-Morrow]

We started out the same as you but we didn't have problems. We sent in our renewal money and on our next visit they explained that we now have a renewal "date" . If we renew after our renewal date then the passes will still be dated from the expired date. WE just decided to spend the extra 30 bucks per pass and buy new ones each time.
So sorry you had a bunch of non informed cast members helping you!!!
We were at MGM Guest Service window outside the park when we got our renewal pass , where were you?

[Mickeymac]

That was talent, DC, sheer talent.

I kind of caught on quickly with the refrigerator incident. I told them I would like one night comp'd for our troubles, but in the next breath was asking for pricing on refrigerators. When we got back to the room, we found the refrigerator there, so I didn't push on the night's refund. It was easier for them to send the refrigerator up, and saved me more money in the long run, so it was a win-win for the both of us.

As for the CRT refund, I told them I would wait two days for it, they told me it would never get that far, but it did, so I just stated that I was not going to leave until they fixed the problem, but gave them a solution I would be happy with (crediting my hotel bill with the difference using the CRT house account code.)

When I told them I was very upset, and that we'd missed our day at DisneyQuest, etc, and that I wanted something for the kids to look forward to on our next vacation, she asked me what would make me happy (the manager). I told her we would love our DQ tickets back. She gave us Ultimate Park Hoppers (one day each) so that we could go to any park.

As for your CRT credit, that is easily rectified with a call to your credit card company. Have you tried that?

Everything that you are going through is very easily fixed on the part of Disney. Unfortunately, staff cuts and shifting positions make things difficult when you are seeking resolution. What would make you happy? I dunno - that is best left for you to decide. I greatfully accepted the UPH's, but recognize that it is really up to me to decide when to put everything behind. I could have been miffed about the cigarette incident all week - despite the refrigerator - but that would have ruined many a pleasant memory.

Now, ask me about how I feel about my camera still - LOL! (but that's not Disney's fault)

[dcfromva]

Mrs.Tom-Morrow,
We were at MGM Guest Service window outside the park when we got our renewal pass , where were you?

We were at the Guest Service window outside the MK.... I have gone to MGM Guest Service window on previous renewals--and they were great. I was thinking about that when I had so much trouble at MK--we were on such a tight schedule in order to see Tinkerbell (and MK was the only thing open when we arrived anyway) that we didn't have any option except for MK guest services....

-DC

[dcfromva]

Mickeymac,

I think you did a great job with your problem resolution! Thanks for sharing--tickets always make me happy. Hmmm!

-DC :ears:

[dcfromva]

MM,
I just checked my cc statement online--refund for crt is posted !halleluhah! (one down and one to go....)

-DC:ears:

[Mickeymac]

DC - that is awesome!! Good luck on the rest, and write that letter or make that call!

[dcfromva]

Latest update:

Well, it's now 2 out of 2. The ticket refund showed up on my CC statement today.... That is a load off my mind. Now, it's on to phase II. I talked it over with DH--he has some ideas about what would make him happy :) ... (Maybe I should have him write the letter. He is much better at it writing than I am, anyway :) )

-DC