hoffman1
DIS Veteran
- Joined
- Jun 18, 2006
I am disappointed. My husband's brand new very expensive sunglasses (prescription Oakley with polarized iridium lenses) were mangled by the x-ray machine when returning to the ship at one of the ports. The tray they were in flipped while in the machine and one of the security guys had to stop the machine and retrieve them. The security person wrote up the incident as soon as it happened and said we would be receiving a call on our stateroom phone. A day or two later we had not received a call so my husband went to guest services. They looked into it and said there was no record of the incident being filed but they filled out another form for him at that time listing the damage and the cost of the glasses and told him to call the number on the form when we returned home and it would be taken care of. An officer also stopped by the room one day and spoke with my husband and she assured him the glasses would be taken care of. She also told him that security should not have asked him to remove his glasses and send them through the machine. I called the number twice on the form and only got a recording. I left two messages and it was a week later that we received a call. I wouldn't say the lady that called was rude but she was very blunt/direct. One of the first things she told us was the most they would pay out for the glasses is $300 (she said that this amount is disclosed in the fine print of some of the cruise documentation) and that is only after they determined the exact amount of damage. She suggested that we file a claim with our insurance instead. She also said that the cruise staff did not always know what Disney's policies were.
My husband was quite upset. I understand there are limits as to what Disney can and can not do. But we were assured by three different people on the ship that the glasses would be taken care of. Even if they reimburse us the top limit of $300, that will only be about a fourth of what it will cost to replace the glasses. My husband told the representative on the phone that he is not going to try to get the $300-he doesn't want to fight for it. It isn't worth it to him when it won't be enough to cover the replacement cost.
Honestly, I did not expect Disney to fully cover the cost of replacing the glasses but I did think they would at least pay half. If the damage had been due to my husband's own negligence, I could understand the lack of empathy the representative had on the phone but it was acknowledged on board that it was not his fault. It would have gone a long way with my husband if the phone representative had been a bit more kind.
My husband was quite upset. I understand there are limits as to what Disney can and can not do. But we were assured by three different people on the ship that the glasses would be taken care of. Even if they reimburse us the top limit of $300, that will only be about a fourth of what it will cost to replace the glasses. My husband told the representative on the phone that he is not going to try to get the $300-he doesn't want to fight for it. It isn't worth it to him when it won't be enough to cover the replacement cost.
Honestly, I did not expect Disney to fully cover the cost of replacing the glasses but I did think they would at least pay half. If the damage had been due to my husband's own negligence, I could understand the lack of empathy the representative had on the phone but it was acknowledged on board that it was not his fault. It would have gone a long way with my husband if the phone representative had been a bit more kind.