On phone over 3 hours with tech support!

[Donaldsfans]

Omg! I've been on the phone for over three hours waiting for assistance with my reservation. I was transfered from the help desk to internet support over 2 hours ago. I made a hotel vacation package reservation for two family members who will be visiting from out of state. When I went on Disney genie to make park reservations, I found only one person has a ticket! I'm still on hold. The telephone system is junk! Nobody ever checks back. NOTHING. I would cancel if it was just for me. I looked for different hotel dates while on hold, but there isn't anything available and I'm afraid I'd just have the same issue. STILL ON HOLD!

 

[Jennasis]

Their customer service is junk. If it's available, you can try the chat feature online too. See which ones gets you through to a human faster.

 

[lockets]

You’re not wrong. The struggle is real.

 

[soniam]

Did you try online? It's possible that the app is wrong but the website shows the tickets correctly. I have an issue where the website shows one thing and the app shows another, but it's minor, so I haven't decided to wait all day on hold to fix it.

 

[nw6675]

Chat may not be able to help you in this scenario at least based on my similar experience, but might be worth a try while you are on hold. I also had a ticket missing, although not from a package, and I was told via the first person I spoke with and through chat that I had to talk to IT support. I gave up since I could never get through after multiple calls and then miraculously a year later the problem fixed itself and the ticket reappeared on its own!

 

[Donaldsfans]

Did you try online? It's possible that the app is wrong but the website shows the tickets correctly. I have an issue where the website shows one thing and the app shows another, but it's minor, so I haven't decided to wait all day on hold to fix it.

I was on my PC, though I use my phone too. In all, I spent about 4 hours resolving this issue. They finally picked up. The people on the phone were really nice, but Disney has some serious tech issues.

 

[Donaldsfans]

You’re not wrong. The struggle is real.

It took about 4 hours to get my issue somewhat resolved. The people on the phone are always nice. When I call Universal, a person actually answers the phone and there is no auto system.

 

[Donaldsfans]

Chat may not be able to help you in this scenario at least based on my similar experience, but might be worth a try while you are on hold. I also had a ticket missing, although not from a package, and I was told via the first person I spoke with and through chat that I had to talk to IT support. I gave up since I could never get through after multiple calls and then miraculously a year later the problem fixed itself and the ticket reappeared on its own!

Thar is just sad. While I was on hold for over 3 hours, I looked at different packages because I considered canceling the reservation and starting over. I was afraid I'd just get a new issue though.

 

[Donaldsfans]

Thar is just sad. While I was on hold for over 3 hours, I looked at different packages because I considered canceling the reservation and starting over. I was afraid I'd just get a new issue though.

Oh ya, the chat button was nowhere to be found.

 

[Donaldsfans]

Their customer service is junk. If it's available, you can try the chat feature online too. See which ones gets you through to a human faster.

The chat button was nowhere to be found. Lol

 

[fireflyer]

I have found the Disney customer service hold-times to be abominable. I have never in my life encountered a worthy business that makes people stay on hold an hour, let alone more than 2 hours. It doesn't seem to matter what day or time you call... they phone-routing system makes you hold for 2 hours.

At this point, I'm convinced it's Disney's "Standard Operating Procedure", a way to make most people hang up rather than having to talk to the customer. Fri Feb.18 I waited on hold for 2 hours, then hung up. The next day I used 2 phones and tried several options, trying different Disney #s, staying on hold, leaving a callback #.... after a total of 2.5 hours, I was able to get our ticket change resolved.
Yesterday I again called Disney to add Genie+, since the website didn't give that option (even though my ticket is multi-day). After 10 min on hold, I was offered the chance to get a callback. They called me back an hour later and played music for 15 minutes after I answered... finally a human said hello. After discussions and multiple holds for the next 15 minutes, the Disney employee determined that the inability to add Genie+ to my tix was on THEIR END, and she'd have to transfer me to ANOTHER number whose hold-time was about 2 hours.

I waited another 15, but then had to go to my afternoon job so had to hang up. I'll try again mid-week.

Basically, if you need to contact Disney help, plan on 3 hours of hold. It's really shameful. Yet, customers seem to accept that.

 

[_19disnA]

Yes, their 'customer service' is awful and probably at the end of the call they will ask you to take a survey to tell them what a great job their did !!!...........LOL. When we went to Disney back in 2019 we had to call to get certain things fixed in our reservations we couldn't do by ourselves. The wait times were not bad then, so I have to assume they either let those people go or don't have enough lines active now. Seems many of their people work from home (which is not an issue) but the skill level/interest varied wildly. Within the first few minutes of the conversation you could immediately tell if the person was going to be of any assistance or even knew what they were talking about. Some just try to fling you to someone else and then you either get cut off and have to start all over or are bounced around from one person to the next.

I think they know there is no accountability for the information they provide and some seemed to make up random opinions when they either didn't know how to answer what you asked, didn't want to bother taking the time to look up something or perhaps lacked training to be helpful. Others were VERY helpful and it was clear they actually wanted to be of assistance, knew how to use their computer system and were able to resolve the issue we had with our reservations.

 

[CaptainAmerica]

Have you tried calling an airline recently?

 

[SteveH]

DI$ney IT and customer no-service strike again.
Sorry they sucked so many hours of your life away.
Remember the movie War Games? The lesson we learned at the end from the computer/Joshua/WOPR - "The only winning move is not to play." That's how I feel about Disney right now.

 

[JoJoGirl]

Last week it took me there separate phone calls and four total hours on hold just to make a payment on my resort reservation.

 

[Airb330]

Have you tried calling an airline recently?

Yep, sure have. I have not had to hold or await a call-back from AA for more than 10 minutes. When there are snow storms or other weather issues of course hold times are going to be longer; I've seen hours from the big 4 during a recent weather episode.

On the whole, Disney has atrocious hold time, at most times of the year. Worse than Comcast or the big-4 airlines consistently.

 

[Colleen55]

Their customer service is junk. If it's available, you can try the chat feature online too. See which ones gets you through to a human faster.

Tried the chat 3 hours ago. Still waiting for a response.

 

[kandb]

It took about 4 hours to get my issue somewhat resolved. The people on the phone are always nice. When I call Universal, a person actually answers the phone and there is no auto system.

The part that is so frustrating is that disney is charging everyone thousands of dollars for a vacation. Why can Universal get people for technical support but not disney? Maybe they aren't paying them enough? Not sure of the reason but it's unacceptable with the prices disney is charging!

 

[kandb]

Yep, sure have. I have not had to hold or await a call-back from AA for more than 10 minutes. When there are snow storms or other weather issues of course hold times are going to be longer; I've seen hours from the big 4 during a recent weather episode.

On the whole, Disney has atrocious hold time, at most times of the year. Worse than Comcast or the big-4 airlines consistently.

Yes, but the airline calls back or texts back when it's your turn and it has NEVER taken 4 hours.

 

[kandb]

Have you tried calling an airline recently?

STOP defending disney's poor customer service! They are making billions. Get some people to work and pay them more if they need to!