My (Terrible) Disney Experience And Why It Has to Be This Way

[australiankaren]

Unable to link residue or tickets I called I.T.

Their response:

"Don't worry about it. It doesn't matter. You can't really do anything with it anyway."


Okay then.

just keeps getting better and better

 

[larryz]

I see your parry and offer these ripostes:

For MagicBands:
Disney says wristband boosts sales in disneyworld test
(I've not posted enough to insert the actual link). (but I have -- here:http://investorplace.com/2013/07/disney-sees-spending-bump-from-mymagic-wristbands-wearers/ )

For FastPass+:
The Might Men of Mouse (on the new Touring Plans Podcast website), contend that FastPasses are a way to get guests to wait for attractions out of a line. Each moment you spend in the park and (not in a line) gives guests chances to drop their hard earned dollars into Disney's via food or souvenirs. Further the increased guest satisfaction encourages staying around these parks for one more day and not wandering off to those nasty other near by parks.

Should either of these be true, than this electronic endeavor will have a direct and measurable effect on ROI. Since this is intimately intwined, and you have to use it to actually pay, I would think Disney would accord it more attention.

BlackestRose

Fixed it for you

The poster was referring to their inability to reliably make payments or reservations on the DisneyWorld site. I offered my observation that for a company that prides itself on automation and guest service, you get darn little of either on their web commerce portal.

I attribute that to a lack of follow thru and commitment, as if spending money on improving the on-line commerce experience might come right out of Iger's executive bonus...

They say they're spending a billion plus on this upgrade. I think I know where they got their contracting experts and project managers from...

http://warnerrobinspatriot.com/view...ancels-massive-supply-chain-management-system

 

[honeydiane1953]

It's a miracle I can even find the on button to get on this computer. I have a college education but was reared in the age before computers. YES there was such a time when dinosaurs roamed the earth. I do not do spread sheets but I have tried and succeeded in planning 4 to 6 people going to WDW in separate scenarios, trips, combinations you get it. To say it's an undertaking is an understatement. IF like you smart folks I tried to go through a seriously flawed computer program I would hurl myself off the nearest tall building. Vacations are just that!!! So much balancing, financing etc. is ridiculous. lol Each family take current empty balanced credit cards and thousands of dollars and have fun. IF you have to leave maybe to eat off property so be it!! The food will probably be better anyway. Stop the stressing and planning and go with dough. GOD BLESS YOU ALL !!!

 

[Robbi]

It's a miracle I can even find the on button to get on this computer. I have a college education but was reared in the age before computers. YES there was such a time when dinosaurs roamed the earth. I do not do spread sheets but I have tried and succeeded in planning 4 to 6 people going to WDW in separate scenarios, trips, combinations you get it. To say it's an undertaking is an understatement. IF like you smart folks I tried to go through a seriously flawed computer program I would hurl myself off the nearest tall building. Vacations are just that!!! So much balancing, financing etc. is ridiculous. lol Each family take current empty balanced credit cards and thousands of dollars and have fun. IF you have to leave maybe to eat off property so be it!! The food will probably be better anyway. Stop the stressing and planning and go with dough. GOD BLESS YOU ALL !!!

You sound like me- I was born in the 1950's. I have planned trips when my daughter and I brought guests-8 or 9 people. It's funny, I fix computers for people but the WDW site is beyond anything. I've looked at all kinds of sites over the years but nothing I've seen has as many glitches as that darn site.
I've depended on the WDW monthly calendars in the past. Now that they're gone, I'll join a pay site to get information.

 

[alicia1506]

i had a 2 x room ressie and could only link 1 room to MDE -- forget adding the 2nd one, it was an exercise in frustration and futility... then i cancelled one reservation (the one linked to MDE) and tried to add the other and... nope, MDE stubbornly held onto the cancelled one...

ADRs are a PITA to make via MDE and yet when i went to cancel, nooooo problems cancelling.

since one of our ADRs we had to pay in full (CRT at MK), i wanted to know if i would receive a full refund via the website, or whether it would just cancel the ressie but keep my money -- NOTHING on the website, nothing in the FAQs, nothing in the 'more information' section under the reservation... nothing answered my question, so it took 35 mins on hold at international call rates to Disney Dining to get the reservation cancelled (via the automated service, which still didn't tell me whether a refund would be processed), then finally, finally a CM was able to shed some light on the situation.

...

it was exhausting. i swear, i needed a cigarette and a stiff drink afterwards, and i don't smoke at all and i certainly don't drink at 8am.



i love my disney vacations, but i'm sticking to pen & paper planning for now

 

[larryz]

it was exhausting. i swear, i needed a cigarette and a stiff drink afterwards, and i don't smoke at all and i certainly don't drink at 8am.

Kungaloosh!

 

[Stormeyes]

Do I HAVE to participate in the FastPass+ and Magic+ (magic wristbands) trial, if MDE offers it to me? I really dislike this new system, and I'd rather just use my KTTW card, and use regular fastpasses. I already feel constrained by my ADR's in terms of planning my day; I don't want to have to encircle my day around what rides I want to ride and when, either. Granted, I'll be going 2nd week of Sept, and my last WDW trip was the same time, and the crowds were low and I didn't have to wait in line for hardly anything besides TSMM and seating for Fantasmic.

 

[LPnerd]

this is the absolute truth, but pre 999 was infinitely better. you'd think they'd be great at websites and stuff but no no no... GO net needs to follow its self direction, and GO! in fact, as a DVC member I do sometimes use it to make dvc reservations only... I would NEVER use it to make any other sort of reservation, esp not tickets! the stories and tears and anger I have been privy to standing in line are too numerous to mention. I call member services for anything other than party tickets which I always have sent to me and pay the 5 bucks to do that... and room res. I don't even like to shop at the Disney store online as that can be a huge nightmare.
I AM VERY HAPPY MOST OF MY KIDS WILL HAVE OUTGROWN DISNEY, AS IT IS NOW, IN ABOUT 4 YEARS and we will stay at the resorts and go out and about to sea world, and universal. its cheaper and more fun for our coaster nuts. and sim rides crazies... ( of which I am one)

 

[Wendybird55]

Yes the new Disney website can be annoying at times and has it's flaws. And yes, in a smart phone, tablet, online society we like our online experiences to be efficient and reliable. BUT...for people in professions like the OP, if it wasn't for the online imperfections guests like myself wouldn't need to call Disney reservation CMS or travel agents for help and service and that means more jobs can be cut due to less need and more people out of work.
And so far, it seems like Disney doesn't outsource their customer service calls to other countries, but keeps it in USA so every time I need to call Disney to make and ADR or get information about an upcoming trip I feel at least I'm helping to keep someone's job...for now.

 

[ParrotBill]

I am also an IT Executive, and I have extensive software engineering, project management, help desk and user communications experience.

To say Disney dropped the ball on Next Gen is the understand of the year.

For me, It started months ago when you could no longer get through the online dining reservations system without hurling your computer through a window. In the months I have planned the trip we start in 2 weeks, I made an average of 10 attempts per reservation before finally succeeding or giving up and calling instead. By then, the system had locked out most of the favorable times I had found but could not complete and I had to accept a time nearly an hour different. The new online phone system is intolerably slow as well. I want to scream at it. I wanted to talk to a live person but I was afraid I would scream.

I am so glad I did not get an invite to test FP+/MagicBands. I would have wanted to do it. And I would have been impossibly angry if a front desk CM deleted my entire MDE itinerary like was reported here, or another person was unexplainedly named as the primary on my account, or I tried to link tickets which disappear so I have to wait until I arrive to find out if my $400 purchase is lost or not. People could not start their vacations until a prior guest checked out becuase their dining plan was not finished? That's really bad, Disney.

Disney has failed to communicate their intent, and failed to take care of their most loyal customers. They are rolling out a new system to get people out of lines that is far more complicated than the first system that was also supposed to get people out of lines. And it is beyond many people's reach to plan ahead online or to carry an iPhone to manage their day. Tons of people never used FastPass because they did not know what it was and assume you must pay extra. Why do they think that will change now? Only now they will limit access for those of us that did take advantage of FastPass. Disney needs to stop testing on customers until internal tests have few flaws. Their internal tests need to fully simulate guest experiences in all shapes and sizes of families and non-family groups. They need to load test. They need to stress test. I can see strong evidence that they rolled out software that did not go through proper software testing.

And when I see this, I naturally extend this to ask: How safe can my data be if they cannot keep users and accounts straight in MDE? How will they prevent someone else's MDE linked tickets from being assigned to my folio at some front desk and suddenly my credit card is paying for another family's vacation? How safe is their wide open Wi-Fi network from hackers and attacks? I rely on firewalls at home and work. When I go out I limit my attachment to open networks and watch for unexpected behaviors. Not sure it will be safe to stay attached to Disney's open wi-fi 24x7 for two weeks.

They have made sure we know that our MagicBands or RFID cards don't store personal information. But once you get your hands on that RFID identity - doesn't that open the door to accessing your data? Or how about someone cloning it quickly and spending up a storm on my Folio for a day until I see the red light blinking to tell me I am over limit on my folio and my credit card is full now too?

I hope to enjoy the old way for all this in August, and I hope Disney gets their act together before next August when I plan to return again. But I think they have a long way to go. And for goodness sake, Disney, listen to your AP holders and DVC members and DISboard members and anyone else who visits every year (or more!)

 

[BeerMe]

And I have 50 years of heavy beer drinking experience - I think I have a better chance of understanding WDW websites than anyone else here. Just drink heavily and it will eventually make sense to you.

 

[Rileygirl]

Fascinating post BlackestRose

Its like getting a sneak peak behind the scenes, and you have got our other IT disboarders to disclose their thoughts too. Thats great. I think your perspective is very balanced.

Thank You

~A
I always think that one wants a ciggerette or a drink after a satisfying experience... go figure....

 

[2Tiggies]

FP+ and the MyMagic experience are light years beyond that philosophy, but it appears their infrastructure just isn't keeping pace with their vision.

I read through this whole thread. Every post. And the bolded sentence above just jumped out at me. Therein lies [at least a major part of] the problem!

 

[Overexcited]

So true! I Also had trouble with my reservation! I just made the final payment and am having trouble trusting the system! I keep going back to check on it!

 

[TXMouseketeer]

The tickets I understand will be erratic as they are working on the FastPass+ system. Currently I have two tickets for two people, three tickets for one person and no tickets for two people. We are not arriving for five plus months, I'm going to assume this is a glitch and will settle down before our arrival.

My infant is listed as an adult ticket holder and DH doesn't have a ticket (but he's on the resort reservation.) Right now DD, DS, and I each have 2 6-day tickets. We arrive in December, so I have the same optimism that it will be corrected. They managed to update my (higher) balance before anything else though, so that's helpful.

 

[Cheshire Figment]

I have heard a very good explanation concerning all of NextGen, which includes MagicBands, Fastpass Plus, My Disney Experience, RFID tickets and everything related.

The description is from a friend who is a very high-level Technical Specialist in Disney's IT department: "This is a railroad claimed to be in full operation while they are still building the locomotive".

Everything is in testing and development. There is nobody who can give any accurate answer about any of these, or their interactions.

Everything is still subject to change on a daily basis.

And nobody has any idea when when everything will work. My personal opinion, also, is that Bob Iger's public statements are prepared by the PR department and not by knowledgeable people.

 

[delaneyc52]

I have heard a very good explanation concerning all of NextGen, which includes MagicBands, Fastpass Plus, My Disney Experience, RFID tickets and everything related.

The description is from a friend who is a very high-level Technical Specialist in Disney's IT department: "This is a railroad claimed to be in full operation while they are still building the locomotive".

Everything is in testing and development. There is nobody who can give any accurate answer about any of these, or their interactions.

Everything is still subject to change on a daily basis.

And nobody has any idea when when everything will work. My personal opinion, also, is that Bob Iger's public statements are prepared by the PR department and not by knowledgeable people.

Interesting.....it's a question I've had after reading this whole thread and a question another asked on another thread....is the IT department at Disney proprietary Disney or is it vendored out?? (IBM, HP, Accenture, CSC, etc......) By your post, it appears to be proprietary Disney?

 

[DWillowBay]

WOW! All you software people have caught me halfway between Sincere AWE and Brain Ache ! So glad there are people in the world like you who 'get it'. Like a PP stated...most of us...some of us noted in our fields (just not IT) just want to book our vacations. We are struggling to give Disney money (something seems wrong about that) and though I understand that new systems sometimes require application before noting specific problems, this system seems to be "laying the railroad track as the Norfolk Southern leaves the station". (Train reference in honor of Walt.) Anyway, thank you for organizing higher thinking than I have on this topic into an effective presentation. "Oh, it's a great big beautiful tomorrow...."

Edit: Sorry Cheshire...I didn't even read your train reference. Must be a theme here.

 

[Mad Hattered]

I'm not a technical sorta person, but I think I know what you meant.

Also....if they just made a really fast Monorail to return people from Hogsmeade/London back to their property....that would be kinda cool. Just be careful when taking pics of the Hogwarts Express attraction.

 

[KodakFigment]

"Interesting.....it's a question I've had after reading this whole thread and a question another asked on another thread....is the IT department at Disney proprietary Disney or is it vendored out?? (IBM, HP, Accenture, CSC, etc......) By your post, it appears to be proprietary Disney? "

It's a little bit of everything. Disney has a quite a few separate IT departments, Xerox handles a lot of the background stuff, IBM is involved with the data centers, AT &T has a piece of the parks and I'm sure there is more. In one "Disney" IT building unless you know who is who you can't tell which company signs the paychecks.