I was so looking forward to receiving my confirmation invoice, it would show all my holiday details for September 2009 and I would be able to relax knowing that everything was in order.......then BAM!!!:eek:

Received my confirmation invoice today - all the figures are wrong - yes - wrong!! "What the........":confused: And not only that but my 21 day disney passes and disney dining plan is not on there either. I count to 10, have to stay calm before I call WDW UK (although it's lovely American's you speak to) and advise them that the figures I have received are different from those quoted in my e-mail from WDW, and of course I don't have my Disney Dining Plan and Park Tickets included. (Now this call lasted about 20mins, as always my Scottish accent is quite difficult for the CM, it's the way I say A's they always think I am saying E's. Anyway........eventually they put me through to Openride (as it is a flight inclusive holiday, Openride deals with it for WDW). I swear I thought I was going to lose it, the female on the other side was like "well what do you want me to do about it?" "what do I want you to do about it!!!!!" "fix it!! - I want a new invoice with the correct figures, with my Dining Plan and WDW tickets on it".

Do you think that's the end of it? - nope - "I have to put you on to a Manager" I had to explain it all over again, by this time my face is just as red as my hair, all my lovely thoughts of my Disney holiday are going, going, going, and I am seriously going to "blow my top".:mad:

Well after another 20mins, they finally admit they are wrong and give me an apology, and promise to send me out another confirmation invoice.:rolleyes:

Am I happy? No - I won't be until I have that little bit of paper in my hands with all the correct details, and my Disney holiday happiness will be back again.

Sorry to vent - but I had to do it somewhere, and where better than here with my fellow padders.

That's awful! I hope they get you the fixed invoice quickly. You did the right thing by refusing to give in when it's obviously their mistake.

Oh, Fi. That's awful. Just a nightmare! I guess it will be "hold your breath" time until you get your new confirmation.....Let us know!

I hope they send you that new invoice quickly and it's correct this time! What a nightmare. I used to work for a company that had a lot of customers from Scotland. The accent is tough for me, but Scots are lovely as well :-)

Cheryl

Incompetence is bad enough, but when they won't acknowledge a mistake, never mind offer to fix it---very frustrating. Hope it comes in correct soon so you can relax. Venting, that's what "friends" are for, and I like to consider all Mousepadders as friends.

Thanks guys - still not received my new invoice - so I am sure I have a few more worry lines.

To make matters worse, I called WDW UK today to enquire how much it would cost to add on my 18yr old daughter (she turns 18 next May) and has decided that she wants to come with us now - can't live without her mummy and daddy (Lol), anyway as usual they keep me on hold a good 20 mins, try to put me through to openride to get a cost for the flight, first off they were going to put her in a room of her own (NO) I say - she will be coming in with us, okay, hold on again, and we will put you through to Openride. I wait - and I wait - and I wait......sorry can I get them to call you back - yes I say when will they call me back - oh within 10 mins. I hang up.

I wait and I wait and I take my daughter to work, leaving her father in the house to answer the phone when they call, when I come back I find out they still have not called. I call again at 5.30pm and speak to someone else, again explain that I just want to add my 18 year old daughter on to my existing booking, and I wait, and I wait, I am sorry we are trying to put you through to Openride, I wait and I wait - sorry we will get them to call you back.

Anyway it is now 8.00pm and there will be no call tonight, and I am so frustrated that I am going to burst!! How hard is it to give me a cost for my daughter - it's not rocket science. If I don't get a call back tomorrow I am seriously thinking about writing a very strong letter to their customer complaint section, when I find out where that is.........

I will keep you posted how I get on.:(

Holy cow, Fi, that is rather unfortunate. Are they always so horrible in the customer service? I'd have worry lines too! Hope it all gets worked out!! Is there an office close by or do you have to call? They can't put you off as long if you show up in person....can they?

Sorry to hear about your frustrations, Fionna. The good news is you have 321 days to decompress; by the time you walk through the front turnstiles, you won't even remember all this aggravation...hopefully.

Fiona - did you get it all sorted yet? My fingers are crossed for you :)

I am so disheartened, I could cry. I got another invoice on Wednesday, and they have not changed a thing. The cost of my holiday is still wrong and there is still no sign of the Disney Dining Plan.

I called WDW UK yesterday, and I swear they keep you on hold for ages and ages and ages, you are not allowed to call Openride direct, you must go through WDW as they only use Openride to add on the flights and post you out your invoice. I explained that I am constantly calling them, I explained the problems with the invoice and the fact that no-one called me back to give me a price for my 18yr old.

They eventually put me through to a Manager called Philip, who promised to look into everthing and call me back tonight at 5.45pm. Well do you think he called me back? Nope! I am sooooooo mad, this is the first time I have ever booked my holiday through WDW and the way it's been going I think it will be my last.

I am contemplating calling them tomorrow, but to be honest I feel so low just now, I just don't have the energy. I just can't believe that I am being treated this way.:crying:

Fiona,
Just a thought... when you call back, see if the person you can talk to can deal with the problem. If they cannot, or say that someone will get back to you, politely ask to speak to a supervisor, manager, or team lead then and there because you have made multiple calls with no follow-through.

If they force the hand that someone will call you back, get names and direct phone numbers if at all possible.

Remember to remain calm when talking with these people. Speaking from the aspect of someone who was in customer service for a while, even the most tense conversations go much better if both parties remain calm. (Not saying that you have not been calm up to this point, just commenting from experience.)

Please continue to keep us updated.

Thanks Gusman.

I have been calm, probably too calm, but I wanted to give them a chance to fix it.

I did not call them today, I just can't face calling them just now, I really have had enough. I will think about calling again tomorrow and let you know how I get on.:crying:

Oh, Fiona! I was hoping this was good news. Take a deep breath, go get some sleep (Isn't about that time?? I always forget the time difference), and deal tomorrow. I agree with GusMan, though, politely demand that it is fixed while you're on the phone. After this is all over and a memory, a terse little letter may be in order. Thank God you have over 300 days. That gives you plenty of time to sort it all out.

Well I called WDW today, and politely demanded to speak to a Manager. I got put through to a Manager called Cindy, who was very nice and very apologetic. I was on the phone for an hour with her while she looked into things for me.

She actually asked another Manager to help her as she was unsure what had happened with the upgraded dining plan, apparently the plan had went through but only the counter service, and when she tried to upgrade it would not let her, apparently the other Manager is a wizz kid on the computer system and knows her way around the dining plan. While that was being done for me Cindy gave me the cost to add on my 18yr old daughter (just incase she changes her mind and wants to come with us!!).

Cindy also fixed the prices on the invoice for me, apparently this was a mistake at the Openride end.

I thanked her and she promised to send me out another invoice.

I came of the phone feeling slightly better, when about 10mins later the phone rang and it was Cindy, she just wanted to clarify that everthing had now been sorted, and that she wanted to once again apologise for all the trouble it had caused me. I thanked her once again.

So let's hope I will be smiling when the invoice comes in - keep your fingers crossed that it will be 3rd time lucky.;)

Thanks guys for listening to my rants....:)

Whew! Good! The call-back was an extra nice touch. Did you have to call WDW in Florida and stay on overseas call for an hour?? Ouch!

Tina - No I called WDW UK, but it is a premium rate call and still costs quite a bit, but it will have been worth it if they get it fixed for me.

Hoorrayyyy!! I finally got a proper, quoting the right price, with dining plan invoice in the post today.:D

I am so happy that I can finally think lovely WDW thoughts. I am still not happy with the service I received, but today I can forget all about it.:D :D

That's so good to hear! I was holding my breath opening the thread, hoping it was good news!

Great to hear this fi.

I too booked with open ride, i did not have as many problems as you but i did find the whole Phoning WDW UK line a nightmare. You speak to someone in the states just for them to transfer you back over to the UK surley this must cost WDW a packet.

But i am glad to see everything is sorted

Wonderful news, Fiona!!! Yet another reason to celebrate!

Fab news Fiona! Well done :)

You know the problem Fi? We were discussing this only the other day. You get such great customer service in the States we expect UK sales consultants to be as good and have that happy "I love my job and want to help" attitude and they dont.

We need to get used to **** customer service or move to the States!!!

I'm packing already ........ :D

Your spot on Mazzie. I keep telling my DH to hurry up and graduate so we can move to our favourite place in the whole world, were customer service is paramount.

Who knows we might meet each other in the rush to the airport.;)