Again, you seem really keen on complaining. Ooh, let's complain about not being able to complain!

Seriously, the whole point of this is to not get feedback. They don't want it anymore. So why would they care about your complaint about the new policy?

Ha ha! That's funny. Fault.
:D

I expect the policy is a direct result of the Disney message boards.

Clearly the Disney suits are getting all the fully vetted, detailed and important feedback they need from monitoring these sites rendering the need for written comments by average guests obsolete.

How about expectations set by Disney message boards.

Before I went to WDW I was checking out some other boards that were more WDWcentric. All I have to say is wow, some of those boards can set the expectations so high. If I had never been to a Disney park before (and hadn't been familiar with Disney message boards) I would have been disappointed that the towels weren't made into animal shapes, frustrated that no one gave me fastpasses because it rained in FL* and our room wasn't clean when we came back around 1pm to rest.

Ok, not really - that's not my style. A hotel is a bed to sleep in. The most disappointing thing was leaving. So it rained every day. What do you think happens in FL in June.

Message boards, especially some of the WDWcentric ones are creating unreasonable expectations. As a result of these unreasonable expectations, unreasonable people who are now upset because Disney can't control the weather, because people who were there the 2nd weekend in January had empty parks to play in and lines for anything in July were an hour long are complaining. A CM doesn't smile and give your kid something? Complain. City Hall will give you free stuff.

I hope this system morphs into something that can again be used for compliments and legitimate concerns.


*:rolleyes:

But this policy doesn't do ANYTHING to reduce the feedback. People are still going to go to City Hall and complain. It is just that now the CMs there won't be able to pass the buck.

This won't do anything to stop the "oh noes, it rained for 20 minutes, I want my money back complaints." Things where the customer is expecting immediate recourse.

So, it seems to me, all this policy does it take some fraction of those ephemeral comments where the CMs could pass it off with a "thanks for your input, it'll be reviewed" into situations where some form of immediate response is expected since no other kind can be offered. An interaction of "I have stood here and listened to you speak, now leave" is one that tends to inflame emotions in customers rather than diffusing them.

Now, if Disney had done something to reduce the number of complaints coming in I might understand the change. This just looks like changing the number of complaints listened to while angering the complainers further.

It'll change the number of complaints from APers. Sure, the day guests are still going to come in, and maybe some of them will be more annoyed at having to walk away. But there's going to be a percentage habitual passholding complainers that, without the slim glimmer of hope that someone's not ignoring them that a piece of paper brings, are no longer going to bother going in.

I wouldn't be surprised if the long term plan is to eliminate it until they break those people of the habit of coming in to City Hall to complain that they didn't get their favorite parking spot in Mickey & Friends, then roll out some new system that serves everyone's purposes better.

How is that habit going to be broken when they were handing out refunds for a one-hour ride closure due to Earthquake?


I fail to understand why everyone but Alex fails to understand. This does NOTHING to stem the tide of stupid complaints. All it does is actually INCREASE the desire for immediate action right there at City Hall.


Heheh, I'm going to scream till I'm blue in the face until they walk over to Pirates and rip out Johnny Depp right before my eyes!



Again, it's not THE POINT TO STOP THE COMPLAINTS. They don't care about the complaints. The entire point is to avoid claims of consultant fee liabilties for POSTIVE SUGGESTIONS.

And so, in the biggest baby bathwater boondoggle I've ever heard of, a resort operator is going to cease allowing written guest feedback. WTF?

I think it MIGHT reduce stupid complaints to a small degree, but for the most part I think it'll be a wash in the complaint department. I still contend that the most obvious impetus is to reduce paperwork for City Hall staff. To me, it breaks down like this:

BEFORE: Tons of stupid complaints and a lot of filing of pieces of paper with stupid complaints on them, invalidating the point of paying for the pieces of paper and filing system.

AFTER: Tons of stupid complaints and no filing of pieces of paper with stupid complains on them.

And still the obvious solution, to me, is to take the paper and then just shred it. Then the complainers are happy they were given the option and the company doesn't have the liability.

I understand the goal they have, but they chose the most abrasive solution (from a customer service point of view).

They are trading a cheap item (pieces of paper) for an expensive item (increased use of CM time which is expensive, even at $9/hour).

Hee hee... And I know I am in the minority on the board, but I will be fighting with you on that detail as I LIKE the first two Captain Jacks in PotC.

And I SUSPECT that if a poll were taken of all who visit Disneyland, the majority would agree with me.

But this argument has been had ad nauseum and I don't want to start it back up again, so please treat post this like a complaint at City Hall.