Tech support

[cindybelle]

I totally get that Disney's tech support has a lot on their plate. But my first call this week I was told it would be resolved in 3 hours.....5 hours later I called for a status update. All they said was they need more time to work on it. So I called 24 hours later (tonight) and all they could tell me is they are working on it. The part that erks me is I called on this issue a few months ago and I was told my concern wouldn't be an issue....well...now it's an issue.

I'm missing out on picking FP+ times along with other November goers....hoping there are still some times for rides we'd like after they resolve my issues

Anyone need tech help and have this happen? How long until your issue was resolved?

 

[TammyC]

They quoted me 5 days which sounded like forever. I am now at day 23 and still waiting. Hope you have better luck.

T

 

[cindybelle]

whoah!! 23 days?! I don't know if I could be that patient! I feel like I'm going crazy now Plus, I'm at 43 days...that's cutting it too close!
Do they update you on your status or do you keep calling?

Hope your issue is resolved soon! And you deserve the medal of patience!!

 

[shyjade]

I've called IT every day this week to find our why our MBs didn't ship last week. Nobody can tell me why....or if they even will. We are at 23 days, too. Yesterday the CM put in an expedited order since the originals were fulfilled but never ordered to be shipped. The CM today did some checking and the expedited order was fulfilled, but again no order exists for them to ship. Hope your problem gets resolved....not sure mine will. As one CM told me, this is all in the testing stages yet so who knows?

 

[cindybelle]

wow....2 for 2 with 23 days of waiting.....that doesn't bode well for me....my situation is pretty messy online
Hoping you get a surprise deliver of bands soon!!

 

[Hisgirl]

Our bands are here, but our tickets aren't linked to the ticket area, so no FP choosing for us so far.

Our trip is now 24 days out. I called 10 days ago and 2 days ago was told it was expedited.

I'm thinking they are just pacifying us.

I bought my tickets at UT.

I sure hope that isn't affecting the priority of fixing my issue.

 

[softballmom3]

Our bands are here, but our tickets aren't linked to the ticket area, so no FP choosing for us so far. Our trip is now 24 days out. I called 10 days ago and 2 days ago was told it was expedited. I'm thinking they are just pacifying us. I bought my tickets at UT. I sure hope that isn't affecting the priority of fixing my issue.

I leave in 9 days and two phone calls later still no resolution. I have UT tix also.

 

[Hisgirl]

Interested if issues are isolated to discounted tickets. Hopefully not.

 

[Brit17]

Add me to the club ... Having trouble with FastPass+ ... Says I'm not eligible, but I really am ... Was told today it was a system problem and if it's not fixed in 3 - 5 days to call back ... Very frustrating indeed, but i just figure, whatcha gonna do? ... I guess they still have a few kinks to figure out and that's why they are still in "test" mode ... Hope they work it all out soon ...

 

[shyjade]

Interested if issues are isolated to discounted tickets. Hopefully not.

I don't have discounted tickets...my entire package was booked through Disney (with free dining).

 

[TheRustyScupper]

1) Maybe I am missing something.
2) FP+ is still in testing.
3) By its nature, that means "not ready for Prime Time".
4) So, people may to may not get the FP+ due to debugging.
5) Thus, if they don't, there should not be concerns or complaints.
6) Or, am I wrong?

 

[Mk0323]

1) Maybe I am missing something.
2) FP+ is still in testing.
3) By its nature, that means "not ready for Prime Time".
4) So, people may to may not get the FP+ due to debugging.
5) Thus, if they don't, there should not be concerns or complaints.
6) Or, am I wrong?

Nope, you're not wrong
It's just that feeling of excitement to try out something new. And the frustration to see others being able to and because of some querk in my account...not being able to until they fix it.
If without a doubt, the old FP system is still fully running while we're there....I'll be fine if I can't make any FP+ selections. We use the FP feature regularly on our trips to make the most of our time.
Perspective....I get to go to Disney.....there's nothing to complain about
I've been nothing but polite and patient when talking with IT...no complaining...I get that there are a lot of bugs in the system. I just want my issues fixed for when it DOES roll out

 

[FlightlessDuck]

This is why you never give a timeline to a customer unless you already have it fixed.

 

[BenandMorgsMom]

Just an FYI to others. We are Premium AP holders and DVC members. There is a glitch in the system that has caused problems with multiple account linking for people who fall under this criteria as well. We are coming down in 31 days and I just got our Magic Bands/FP+ straightened out after weeks of calling and waiting. I could not choose my FP+ due to "eligibility not available" glitch. On my IPad I could see my resort reservation but not my tickets or magic bands. On my computer I could see the tickets but not link the resort ressie. Crazy but a fact.
They had to link the accounts within their system. The DVC ITdepartment had to give approval for the "account correction". Amazing as it seems....it is now fixed but it took an inordinate amount of time on the phone. They never did send me a confirmation email as promised so I encourage people to contact them to keep communication lines open to expedite a resolution of your problem.
I'm sure they will work out all these "bugs" and since we can use the regular FP system...no big deal. I really can not tell you what I want to do tomorrow...forget 30 days from now. LOL

 

[sjs314]

I am at 37 days now, was able to customize my MB @ 39 Days well after most.

I am also one of the persons with UT tix issue of them not linking properly. I called twice without success in fact one IT CM told be there was nothing they could do because I bought my tix from a 3rd party that I had to wait until I get to Disney to fix the FP+ issue.

I haven't called back as I do not see them fixing the issue on a one to one basis, fingers crossed they fix the entire system

I am sorry to have missed out on a BOG FP which is what I really wanted but it s a no go too

 

[cindybelle]

Just an FYI to others. We are Premium AP holders and DVC members. There is a glitch in the system that has caused problems with multiple account linking for people who fall under this criteria as well. We are coming down in 31 days and I just got our Magic Bands/FP+ straightened out after weeks of calling and waiting. I could not choose my FP+ due to "eligibility not available" glitch. On my IPad I could see my resort reservation but not my tickets or magic bands. On my computer I could see the tickets but not link the resort ressie. Crazy but a fact.
They had to link the accounts within their system. The DVC ITdepartment had to give approval for the "account correction". Amazing as it seems....it is now fixed but it took an inordinate amount of time on the phone. They never did send me a confirmation email as promised so I encourage people to contact them to keep communication lines open to expedite a resolution of your problem.
I'm sure they will work out all these "bugs" and since we can use the regular FP system...no big deal. I really can not tell you what I want to do tomorrow...forget 30 days from now. LOL

when I called yesterday, they said the sent me an email. I told them I didn't receive it. They said they'd send it again but it would probably take 24 hours to receive since their system is bogged down. Don't know if that's them buying more time...or if that is actually possible that an email would take that long...hmmmm

 

[telecomguy]

when I called yesterday, they said the sent me an email. I told them I didn't receive it. They said they'd send it again but it would probably take 24 hours to receive since their system is bogged down. Don't know if that's them buying more time...or if that is actually possible that an email would take that long...hmmmm

Not that I'm trying to cover for their IT, but the person you talk to on the phone is most likely not the person that actually fixes the issue. Usually in IT you have a call center that takes your call, logs a ticket and then it's sent on to the people that fix it. He's just giving you the information that he's getting from the actual person working on the issue. And most likely the people answering the phone are just as frustrated as you that they're having so many issues. You might be polite to him on the phone, but I'm sure they're fielding calls from some real jerks too....

 

[cindybelle]

Not that I'm trying to cover for their IT, but the person you talk to on the phone is most likely not the person that actually fixes the issue. Usually in IT you have a call center that takes your call, logs a ticket and then it's sent on to the people that fix it. He's just giving you the information that he's getting from the actual person working on the issue. And most likely the people answering the phone are just as frustrated as you that they're having so many issues. You might be polite to him on the phone, but I'm sure they're fielding calls from some real jerks too....

I agree...and that's why I thanked him for the work they are doing because I imagine it's overwhelming and stressful especially when they have to deal with irate people. I prefaced that I wasn't one of those people...that I wasn't calling to chew anyone's head off. Just want to keep updated to the progress of my account issues. I told him to pass along that thanks to the programmer assigned to my issue as well.
I'm a strong believer in..."you catch more flies with honey than with vinegar"!

 

[telecomguy]

I agree...and that's why I thanked him for the work they are doing because I imagine it's overwhelming and stressful especially when they have to deal with irate people. I prefaced that I wasn't one of those people...that I wasn't calling to chew anyone's head off. Just want to keep updated to the progress of my account issues. I told him to pass along that thanks to the programmer assigned to my issue as well.
I'm a strong believer in..."you catch more flies with honey than with vinegar"!

Oh, I totally understand. I've been on both sides. I worked the Help Desk for a long time at my current company. I hated having to send stuff off for someone else to fix it. I'm the type that wants to get it fixed right then and there. I had tickets open for months before they got fixed. Many times had to wait until the next enhancement of the application or website to come before the problem got fixed. At least for Disney this is a work in progress so they are most likely working on the issue on their DEV and QUAL websites, and then updating their PROD servers all the time.

 

[rnorwo1]

For those who are having problems getting FP+ just for some members of your party, it may be that that person is listed under a friend and not family. I just spent an hour on the ph with IT (including hold time), and that was what she figured out. Her first response was that the ticket was not linked properly but when I insisted that it was, she looked further into it and found the ticket. Once she fixed the family/friend thing, she copied all of the reservations onto the missing person's, and as soon as I hung up the phone it showed up correctly in MDE. So maybe this will help if you ask IT to look for this.
Good luck!