Unfortunate Encounter with a CM

[McGoofy]

We had a slightly similar incident at the character caravan at EPCOT. In line to see donald and finally get there only to have the handler really rush us out of the way. Maybe not quite as rude as yours, but here's the kicker, my wife wanted to get her name ( to go complain ) and she HID HER ID BADGE.

Unfortunately with the badges, we've noticed on a few different occasions that the CM's aren't wearing their correct name badge. For example, we'll see their badge and say, "Oh, you are from...[name the place]..." and they will say, "Oh no, I'm not from there. This isn't my name badge." One time we went to guest relations at MGM to fill out an applause form on a particular CM. When we saw him the next time we called him by what we thought was his name, and he said "oh, that wasn't my name badge." So some CM got a good report filled out on him because the other guy was wearing his badge. I hope for the OP's sake, that everybody involved in the incident was wearing the correct name badge. Please let us know if anything comes of the situation. I'm glad you reported it. Kudos to how you have handled it all!

[Donald A]

Unfortunately with the badges, we've noticed on a few different occasions that the CM's aren't wearing their correct name badge. For example, we'll see their badge and say, "Oh, you are from...[name the place]..." and they will say, "Oh no, I'm not from there. This isn't my name badge." One time we went to guest relations at MGM to fill out an applause form on a particular CM. When we saw him the next time we called him by what we thought was his name, and he said "oh, that wasn't my name badge." So some CM got a good report filled out on him because the other guy was wearing his badge. I hope for the OP's sake, that everybody involved in the incident was wearing the correct name badge. Please let us know if anything comes of the situation. I'm glad you reported it. Kudos to how you have handled it all!

I have seen that too. I remember a CM saying, "oh you have on a Cavs shirt, I'm from Cleveland." The CM actually had someone elses name tag that said Texas or something like that. The CM said no one ever wears the correct name tag.

Bottom line for me, if something like this would happen to the point where a Disney employee pushed me in the way you described, I would march to guest relations and make a report. If I was not satisfied the report would be dealt with my next call would have been to the sheriff's office. Covering up a name tag or not giving me a name would be a non-issue as I bet Disney would find that employee rather quickly as they are responsible for their employees actions.

[Disneytravels]

I understand not wanting you mess up your vacation.
We had a problem with a CM in Blissard Beach last September at the food counter being beyond rude to me by snatching my card out of my hand and saying beyond rude things and I snapped back and proceeded to get my food. Well the fruitcake(CM) started complaing to the person behind me and saying a story that was untrue and making it seem like I was impossible...and that he wrote down my name and they were going to go to my resort and ask me to leave Disney world andescore me off ground and blah blah blah.. well the person behind me was my best friend and was in our party... After he was done BS her she just said well I heard the whole thing and I would have to say I think your full of it and I side with her and its not just because its my best friend I swear...lol His mouth got big..lol then another family piped up and said the same thing and told the guy to shut it and do his job.
Anyways I get back to the table and I was hot and wanted to complain but I got the look from my husband and brother to let it go- we are on vacation look. SO I let it go for then.. but I did write a letter and let them know everything- I got a sorry letter and that they addressed the issue. As a Travel Agent - they need to know where things go wrong so they can correct it. There is a time and place and I think you handled things great and still enjoyed your vacation. In my book Good Job!

[PeterPan]

The bottom line is this ... no one, anywhere, anytime has the right to PUT THEIR HANDS ON YOU for any reason WHATSOEVER. You have every reason to report this - WDW Managment needs to know that that CM must be reassigned to a place where they will not encounter the public.

Period.

[SallyfromDE]

Well the fruitcake(CM) started complaing to the person behind me and saying a story that was untrue and making it seem like I was impossible...and that he wrote down my name and they were going to go to my resort and ask me to leave Disney world andescore me off ground and blah blah blah..

I'm sure it was said in your hearing, to "scare" you into saying nothing. I had an issue at Disney a few years ago, and waited to complain so I wouldn't "ruin" our trip with a scene. I got a call from Rachel in Corporate and was basically told I should have had it handled while I was there. They couldn't do much after the fact.

On our last trip, I had a problem with the "hostess" at Liberty Tree. I tried to let it go, but on our way out, I stopped at guest services to complain about her. I was told I should have asked for the manager at the resturant. That never occured to me. I know better IF it were to ever happen again.

[Daisy'sMom]

When I had a problem, I wrote once to customer relations, when that failed, I wrote to the CEO of Disney. I got a response and was very satisfied with the outcome.

[Dare To Dream]

On Saturday, 11 Aug 07 during the Pirate and Princess Party my DD and I had an unfortunate encounter with a CM (see posting Unfortunate Encounter with a CM) that included me being pushed in the back by a CM. I sent an e-mail to WDW Guest Communications who in turn sent me an underwhelming response. I have never been more disappointed by WDW than this. Obviously pushing a guest is now worthy of nothing more than inaccurate, auto-generated response.
(Please note that it begins with an automated response for an MVP Club Card - I have no idea what that is)

WDW's response to being pushed in the back by a CM:

"We apologize for the delay in receiving you MVP Club Card.

Please confirm with us that you still have not received your card and we will send you a new card immediately.

Thank You!
ESPN Zone


Dear <my name> ,

Thank you for contacting the Walt Disney World&#174; Resort.

I am truly sorry for your disappointment with a member of our Cast.
When we receive comments from Guests, such as yours, they are shared with various areas of our organization. This allows us to identify what we are doing right, and what we can do better. You may be assured that your observations have been shared and taken seriously.

If you should wish to discuss your comments further, or provide us with additional details, you may call me at <snip>. If I am not immediately available when you call, please leave your telephone number and an indication of the best time to reach you.

Thank you again for taking the time to share your honest and constructive feedback. We hope to have future opportunities to entertain you at our Resort.

Sincerely,

<snip>
Executive Offices
Walt Disney World&#174; Resort

[DisneyNut2005]

I'm sorry to hear about what happened to you. It really is upsetting to know that "rotten apple" CMs are out there...and that person who pushed you definetely sounds like one of them.

Maybe you should try calling the phone number that was listed.

Or you could write a written letter, since actual letters are usually taken more seriously than e-mails.

Just some advice...

[magicman]

I read your original post last week and was appalled.

I think that the response that you're getting right now is just the standard initial response, and I'm betting that you get a much more in-depth follow-up message.

By the way, I think you've handled everything, from the point of the incident to filing a complaint, 100% correct. (You didn't ruin your family's vacation by making a scene [which showed great restraint on your part], but you followed up with a written complaint [instead of letting it slide.])

Thanks for the follow-up.

[GreenBeetle]

Since a contact person and phone number were given in the response letter, I would not hesitate to call. Tell them how disappointed you are in the way this was handled. There is NO excuse for the way the CM treated you, and an automatic response to the problem is not acceptable. If you had pushed the CM that way, you most likely would have been removed from the park.

[The Flying Dutchman]

I agree with greenbeetle. Call and make sure you are heard. WDW is supposed to be the happiest place on earth, not the happiest place on earth where you are manhandled and mistreated!

[disneyfan328]

I agree, I would be on the phone already. Standard initial response or not. They definetly need to address this further.

[mttafire]

I read your original post last week and was appalled.

I think that the response that you're getting right now is just the standard initial response, and I'm betting that you get a much more in-depth follow-up message.

By the way, I think you've handled everything, from the point of the incident to filing a complaint, 100% correct. (You didn't ruin your family's vacation by making a scene [which showed great restraint on your part], but you followed up with a written complaint [instead of letting it slide.])

Thanks for the follow-up.

agreed.

[Figment!]

While I do agree that a more personalized response is in general more warranted for the severity of your issue, due to the volume of mail Guest Communications gets on a daily basis and potential legal ramifications, I understand why your first response was somewhat formulaic.

The fact that you were given a contact name and number is quite good, and I would strongly suggest you follow up and explain your situation again in person.

Keep in mind that your issue will likely be handled with-out any acknowledgment of wrong doing on the Company's part, doing so would potentially hold themselves liable.

[MMouse6937]

I also agree this was a pretty standard response given the amount of correspondence they must receive. I would then follow up with the phone # and make sure your voice is heard. Good luck!

[Dare To Dream]

I agree that the second portion of the response is standard ops for large companies who employ an automated correspondence system. What I am most disappointed with is the mix of someone else's response with the response sent to me. Volume is no excuse for a company that is supposed to be the world's leader in customer service. According to Disney's own keys to success - efficiency does not take precedence over customer service.

[dolphinmickey9170]

I was at this same party and several CM acted like they didn't want to be there. While approaching one of the treasure spots, I spoke to a CM saying "Hi, how are ya?" and his response as he rolled his eyes was, "I'm here" like he would rather be elsewhere. I just said, "Alrighty then" and kept walking. Several others were quite "Grumpy" too. Must have been a bad night for a lot of folks. I'm so sorry that this happened to you. There is NO excuse for this type of behavior. When you make your call, let us know how Disney handled this. Thanks and good luck.

[#1donaldfan]

I just hope I never have to post about a negative contact with a CM......that would just about ruin my idea of Disney.......it's the best place on earth and to think in any negative content, just don't add up......I understand CM are human, and everyone has bad days, but they are supposed to be bigger than human.....why, they are all our imaginations and characters......combined into one happy place.....

[robyn221]

You're right, that email response was a little weird, in that it combined what appeared to be two very different "canned" responses. However, large companies like Disney send out these types of responses for two reasons:

1. To acknowledge receipt of your complaint, and
2. To see how strongly you feel about the incident.

A lot of people will stop at the automated response. Those who feel strongly will make the call and continue to push to make sure that the situation is corrected.

I agree with other posters that recommend you contact the person who's name is on the email. It probably wouldn't hurt to very politely let that person know that you are a regular poster on this site and that you intend to post about your experience, good or bad, regarding how this issue is resolved .

Good luck!

Robyn

[BelleLovesTheBeast]

I've had the same thing happen. In 96 my sister and I took a trip and had the plan with Pleasure Island. She was 18 and I was 20 at the time. The lady checking IDs didn't think we were that old and pushed her back through the turnstyle. She had a bruise on the entire side of her thigh. When we complained all they said was that we looked like we were 12 and there was nothing they could do. I hope you get a better response than we did. Unless you are doing something that is illegal or could harm someone else no one should lay a hand on you.