I Called Disney's Customer Service!! Watch What Happened Next - Part 2
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- čas přidán 2. 08. 2024
- This is Part 2 of a 3 Part Disney World Adventure. Get Subscribed to follow along with the rest of the Experience and Watch How Disney Handled the Situation.
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Watch Ep. 1 Here ➡️ czcams.com/video/YpViMIWQN8M/video.htmlsi=Wwe5GHKnbdbvwvg9
That's great you got a 6500$ refund. He mentioned you're a CZcams. Will everyone get this treatment or only special people?
@@Jonnyboyyyonly special people.
You are not expecting too much. My family of eight 5 adults and 3 kids went in 2012 and paid 5200.00. We bought the fast passes, meal plan, hop pass, 2 handicap scooters, and we stayed at the Disney resort. We had more food and snacks daily than we could eat, unlimited water from any concession. We had princesses and characters and every sit down meal that came and interacted with the kids. We were shuttled to and from each park including the scooters. The kids got to ride as many times as they wanted on the fast passes where they got to skip the lines. Only one ride was shut down the day we were at one particular park but open the next day so with the hop pass we were able to go ride it the next day and then go to our other park for the rest of the day. We had the best time. We had no issues. No lines except the fast pass lines. We did have to schedule our sit down meal times in advance but, that was ok. We were able to have a vip experience we thought. I do realize it was 11 yrs before your trip. But, it seema as Disney has declined in customer experience. We didnt have a guide, but for the money you paid the only guide i would have accepted would have been my childs favorite princess or character to guide us around all day or multiple ones. I know that 11 yrs ago the prices were different, but still 2 people that was a huge chunk of money for a giant let down of experience in my opinion. So, the call back, when he started speaking of flying first Class and not being jealous of people who do, I seen red lol. Because that seemed like a horrible disrespect to you. You weren't questioning anything more that the terms and agreements stated. You were expressing you paid more for the terms and agreements that were not honored. He did a lot of technical B.S. dodging of the points of your concerns in my opinion. Stating numerous times he was a business owner as well. Well, that is great, but what about some hospitality and some portion of refund because you didn't recieve the VIP experience and the terms and statement s were false or misleading. His entire conversation got me heated. Lol. I guess I am a little more hot headed. I am a business owner of 50+ yrs in construction and if we have any issues we handle them immediately. Disney however is too big to worry about the little people anymore. My brother and his family just got back froma Disney Cruise this week he said the cruise was nice. He said that the days they went to the islands that it was 200.00 to shuttle back and forth to the island. He said when you got there it really wasnt setup for like a cruise departure island you had to get taxis to town and nothing had to do with Disney when you got there. Which I would think if they took you there they would have some kind of Disney something set up. So, really your review leaves a bad taste in my mouth on how they treat people these days. They made a ton of money off of you for the day and it appears you got less than our family of 8 in 2012. Do better Disney
Well said. Thank you for the support! I couldn’t agree with you more! The VIP tour at Disney could use a little improvement, especially when it came to some of the hospitality aspects!
@@JasonWasTHERE I agree and scooters or a cart to drive, that is so much walking in that heat, I would have been done after 3hrs lol Plus it soaks up so much of your time.
You experience 12 YEARS ago has no bearing on this situation.
@@faithconlon363exactly. Totally different park and management structure.
His comment on TRON and the fact he didn’t want this to sound like a bunch of excuses validated his genuine concern on issues. The fact that he knew you were a you tuber / influencer still put a little doubt in my mind that “ regular” people’s concerns or letters would be handled with as much priority and as effectively . You asked what I thought, I obliged, I more than likely will never have expendable $ to go and experience things you do. I am neither mad or jealous of that, I am simply grateful that you have chosen to share and I have the ability to join in the experience that way. 😊 TY
I agree! As a VIP tour participant, I felt it was important to state the facts about the tour as well as what I thought of it
@@JasonWasTHERE I feel you were very professional and kind as to how you expressed your experience.
I think the Disney representative on the phone represents what’s wrong with Disney. Bureaucratic, self-serving, disjointed internal communication, shallow empathy but refuses to take substantive change unless challenged by the power of public opinion. I think the more this rep talks the less he really says….. hopelessly bureaucratic
I felt the same way...the more he talks the less he says. He's spending all his time trying to appear empathetic but not really DOING anything.
In my opinion, you are correct, but the whole purpose of the phone call was to get my point across and to provide my feedback about the VIP tour, which I am hoping they will change for everyone in the near future in order to improve their experience.
@@SusanCatherine I agree to a point but they are educated in how to handle consumers and no doubt has a cheat sheet in front of him to follow but I have to give him credit, he could have just gave back 1,000, not called at all, or sent a bs email. So I am still impressed he went above and beyond to make certain they left happy customers.
@@JasonWasTHERESadly, that's highly doubtful. They dont care. They got your money. End of story.
Yupp it’s a glorified Genie Pass, do the math Disney does about 300M a year just at WDW on VIP Tours. He keeps harping on “Business Owner” and trying desperately to connect at a personal level. We did the tour at WDW on a holiday and it was great we did 17 rides in 12 hours but that’s all we did. No real behind the scenes other than cast member entrances. We spent about 12k and would not do it again.
Disney is a thing of the past. They've made it almost impossible for families to afford to go unless they go into debt.
So many things are expensive these days..
We visit WDw 4 times a year. We bought DVC and it was worth every penny. Rent points from a broker and save a ton.
@@JasonWasTHEREThat by no means excuses their lack of substance for what you paid.
_"McDonalds is a thing of the past. They've made it almost impossible for families to afford to go unless they go into debt."_
Lol..WTF are you smoking?
I’m NOT a world class gambler (I’m a school teacher), but if I’m paying any company hundreds of extra dollars for a VIP experience, I would expect magic-and in this case, DISNEY magic. As a 43 year old woman who has visited Disney World dozens of times over the years, I always feel like I’ve had a magical experience, and that’s at the general admission level. So, given that, in my book, your VIP experience should have had my mouth hanging open for the duration of the video. In the end, I was underwhelmed.
The most magical part of that tour video is your relationship with and dedication to your daughter. The world needs more devoted dads like yourself. Thanks for sharing.
Well said! So that’s why I had to share a little bit of the feedback I had regarding the VIP tour and how dissatisfied I was with it. Appreciate it. Thank you!
As a long time WDW goer, and who has a daughter who works at MK, I’m glad you spoke up BUT I think they gave you the “Disney” response. They are taught to make you feel heard, but nothing will change!
I felt that way too. So sad…
A vip means exactly that. VERY IMPORTANT PERSON. THEY SHOULD BE TOP priority that’s what they are paying for. To be considered first. Front of lines on all rides , beverages to be offered during tour if needed, lunch, snack, priority seating . Disney needs to put everything in writing on what is to be expected on a VIP tour and deliver just that. Even things like offering an umbrella if needed for sun or rain or offering scooters if needed for people who want the vip but are u able to walk the entire time little things like that should all be included in a vip experience as services that could be rendered if needed I could go on and on but Jason you did the right thing by reaching out. How are things going to get better unless people like you and me and others don’t show them what they can improve on without being nasty or mean. That’s how you improve businesses let them know what they could do better if you see things that weren’t delivered or listed. Thanks Jason I’m behind you 100%
I agree. You clearly understand the meaning of VIP
This is absolutely why I reached out to them, so they can understand my disappointment with the VIP tour and have the opportunity to make things right
Mr. Jasone, it's so true when you pay for extra services or VIP ect ect they need to provide everything.
( you get what you pay for) In this case you didn't get what you paid for. You will help make things better for everyone.🤩
Agree! Also planning Jason's day! The VIP shouldn't be doing all the thinking.
We had a bad experience with three kids several years ago and they are not like this with everyone Jason, they pretty much said sorry and NEVER made it right or us happy, that’s why we will never spend another dime there!!!!! I’m glad he made it right for you sir. Thanks for the video. Funny how famous 1% of people are treated verses the rest of us that make up 99% of their revenue!!! They are pathetic. That was no disrespect to you either Jason.
I know that things have changed recently there since Iger came back.
Based on similar Disney Customer Service stories on YT, I firmly believe that had you not been a burgeoning CZcamsr/influencer, not only would you not have received a dime back in refunds, but not even a phonecall.
That is why I felt disappointed with the tour and I had to make sure that I provided feedback and the frustrations I experienced in order to make sure that the tour could be fixed in the near future.
STOP SMOKING CRACK
@@BAKER22-l4u Says the person whom comments in all caps LOL.
Jeff knew you were a content creator and that this would end up on youtube. Im willing to bet that if a family that wasnt involved in social media had the same experience and sent them a email explaining their disappointment in the vip tour they would have got some canned email saying were sorry and thats it.
No matter what the case may be, I would like Disney to correct their mistakes and I hope everyone can benefit as a result
💯
It's the Jenny Nicholson syndrome. She drops thousands of dollars, Disney fails to deliver as promised, she requests refund through the standard channels, and gets crickets. Days later, after Disney finds out she has over a million followers, she gets a call back with a refund. This story is too common to be an outlier. This is the way modern Disney operates.
I agree. I feel you got the response back that you got because you have social media behind you. I think a normal person wouldn’t get their VIP tour refunded.
I am so glad you did a video about this, I am passholders and a local to both WDW and universal Orlando, I see VIP tours everyday and just shake my head because I knew everything you just explained a long time ago, it is absolutely ridiculous what they charge and what you get, I had a VIP tour wait behind me on guardians the other day in lightning lane, it took us 45 minutes from walking in the door to walking out the door, it was 700$ an hour that day you do the math, they didn’t get anything more than I did, Disney VIP tours are a joke unless you are a celebrity……now if you are a celebrity they will take you to front of the line and whisk you in and out side doors and everything else, Universal on the other hand gives you everything a celebrity gets but you can just be a normal Joe (front of the line access, behind the scenes access, food and drinks) for slightly less an hour (around 450-500$ hour) so Universal has their VIP tours dialed in and Disney is just abysmal on it, DO NOT EVER PAY FOR A DISNEY VIP TOUR
It's important for theme parks to ensure that their VIP tour experiences offer genuine value and unique benefits to guests who choose to pay for them. Your comparison between Disney's VIP tours and Universal's VIP tours highlights the differences in pricing, experiences, and overall satisfaction for guests.
Lol..Jealous and angry much
@@BAKER22-l4u ??? Where did you get jealous or angry from, my whole comment was how much of a waste of money it is because you get marginal benefits for the price you pay
I've been waiting for part 2 and looking forward to psrt 3. I think you had valid points and youvwere concise and to the point. I feel jeff exemplified customer service by listening and validating your grievances. The reimbursement and offer to retour was 10/10. I went to universal in cali on a vip tour and never waited in line once, rode as many times as we wanted, were given water snacks and juice etc as often as we wanted and even dined in a hidden restuarant behind a storefron that served a gourmet buffet. I did not even pay as much because we only did it for 6 hrs . So ling story short kudos to you for advocating not only for you and your daughter but for future guests. Im so happy for the resolution you received. Wtg, jason!
Now that’s what I call an experience. Good for you.! Thank you for your feedback.👍
Not only was he good, I think the tone of your email and phone call has a lot to do with it. You were very respectful in both, while still getting across your disappointment. I feel like that has a huge impact on the end result. I'm glad it was a very positive conversation!
Hey! I agree. It was the fact of getting my point across and informing them what needs to be done that made it so disappointing for me. In general, I found the VIP experience to be disappointing!
I worked at Disney in management. He said he wanted to listen, but he never stopped talking. The bit about the first class at the airport??? What did this have to do with your feedback. Just apologise, change the program, and offer compensation. The service clearly didn't meet your expectations.
Well said. I agree
Sometimes when you become a VP you learn to use buzz words. They seem to sound like they care but sometimes it’s just a bunch of mumbo jumbo
Hey Jason. Wow. What a conversation that was. Glad to hear they have offered to refund you and also give you another chance at the VIP experience again. Very impressed with the conversation that you had. Very professional for sure. 🎉🎉
Thank you! 👊
As a business operator myself Jeff did a tremendous job! You had every right to be disappointed..Your daughter and yourself should of even had a great meal during that VIP Experience!...Good job reaching out Jason and especially on the topic of the Employees wage....They should do better their employees should be their best customer!❤❤
As a matter of fact, I am glad I had the opportunity to provide my opinion about the employees and the experience I had
@@JasonWasTHEREI AGREE ABOUT THE VIP TOUR! AS A PAST CAST MEMBER I HAVE ALWAYS THOUGHT THE VIP TOURS ARE A TOTAL DISNEY RIP OFF! THEY SHOULD BE TOTAL VIP! BACK STAGE EXPERIENCE, INSTANT ATTRACTION ACCESS, ETC. FOOD INCLUDED.
YOU WERE SPOT ON ABOUT THE VIP!
I KNOW FOR A FACT THEY GET A LOT OF COMPLAINTS FROM VIP TOURS AFTER THE GUESTS HAVE EXPERIENCED IT! ITS NOT AT ALL WHAT EVERYONE IS EXPECTING WHEN THEY GO ON A VIP TOUR! WALT DISNEY WOULD NOT HAVE THAT BS POOR EXCUSE FOR A VIP TOUR. LIKE YOU SAID ITS A GLORIFY GENNIE FAST PASS!
DIANE DISNEY HAVE SCREAMED ABOUT THE OUTRAGEOUS LOW PAY FOR CAST MEMBERS! THIS WAS A GREAT EXAMPLE WHAT DISNEY PULLS IN AT THE EXPENSE OF THE CAST MEMBER BEING PAID PENNYS
Good grief YOU ARE NOT EXPECTING TOO MUCH! Thanks for standing up what is what is right.
Thank you for the support!
I think Jeff was absolutely amazing. He did listen, and he did return your money and offer you a new one for free. WOW! So many people like to complain in the comments and I get that. I would be so upset as well. But he rectified it. He was a man, a good businessman, a good listener, and wanted to do better. I appreciate that!
Absolutely, I agree! Thank you for the support! It was primarily intended to convey my point regarding the tour!
So as someone who has been on several VIP tours. Finally someone is putting out content actually about a VIP tour. I feel like so many content creator’s out there or just kissing ass. Or just giving facts about a VIP tour that you can find on the website.
I agree I did find it strange that we never went to the front of the line. We just went in the lightning Lane. So if there are 20 people on the lightning lane, I now have to stand there and wait rather than go to the front. When we met our VIP tour guide, we were given a VIP lanyard with a VIP pin and button.
I asked my tour guide about the VIP tour, Mickey ear hat… and apparently you only get that on days where the tour is $900 an hour. I feel regardless of what the hourly charge is. We should get that anyway.
I did like the fact that we got parade, seating, and fireworks seating, which was really nice. I would’ve liked the VIP meal. But we decided that we were going to eat before the VIP tour that way we could just focus on going on rides. However, the free water and the snacks is nice to.
I definitely feel like there’s more that they could give us , because when we go, it’s someone who is getting us lightning Lane essentially. Like you’re paying $6000 to have lightning lane for all the rides.
I feel like they could include a Bibbidi Bobbidi Boutique appointment , or even a haircut appointment, or my kids get a free outfit, or some kind of VIP backpack.
But I like that you’re putting out stuff that gives people the real information.
Thank you. I appreciate the support. It is absolutely true that if there is an issue there is always the option to speak with customer service in order to get it resolved. However, how are they going to be able to resolve it if you do not contact them with a complaint
@@JasonWasTHERE absolutely. As someone in hospitality they only way to improve on something is to say something about it. I hope they improve it more. I’m going on one in August so let’s see how it goes.
he makes a great point as a fellow gambler myself completely agree with. vip treatment means vip!! for the price disney charges you should get way more for vip tour! you spend 7k at even a local off strip casino in vegas ur gonna get free shows, rooms, dinners etc especially as an out of town guest. the guy on the other line did a whole bunch of talking and said nothing !
Thank you for your support! Appreciate it! 👊
We just went to California for vacation and did the Universal studios VIP tour. All I can say is DO IT if you get a chance. I could not find one negative thing about the entire tour. Unlimited water,breakfast and lunch at an actual restaurant with sushi,chicken breast unlimited drinks, brisket etc.. a separate VIP trolly and multiple off the trolly back lot tours. Than unlimited front of the line access for every ride including Mario cart. Family of four was $1900 but you actually got way more value.
So I’ve been told. Thank you.👍
After watching this video and listening to the customer service phone conversation, I have lost faith in Disney. The costs for a family of 4 - 6 are exorbitant, and you need to take out a 2nd mortgage just to go. Airfare costs, possibly the need to rent a car, hotel/motel costs, hotel parking fee costs, park ticket costs, and extra park ticket costs should you opt for Genie or Lightning passes, parking fee costs at the actual parks. Then there are the OVER priced park food costs. And of course, daily eating out for breakfast, lunch, and dinner. Almost forgot, the Disney souvenir as a keepsake.
With the average American concerned about inflation, how do tourists save & for how many years to save for a family Disney World vacation? Is it really worth it? Remember, you are saving for your kids' college education. All the best, America! 🇺🇸
These vacations are so expensive. People need to save for years to go on them..
Lots of waffling and business speak not much substance
Exactly. Basically a waste of time. The other person on the phone really didn't say anything at all. Other than for claiming that they "heard" Jason which was a given and obvious since they are both communicating orrally to each other, nothing at all is really said as far as what's going to be done or anything else. I think this is a ridiculous phone call in my opinion. And honestly, they were some things said during the phone call that we're just confusing and didn't make any sense. When they were talking about the Tron ride and it being handled by a third party or other business, I was really odd. At least that's the way that I interpreted what he was saying. Maybe I was completely wrong but that doesn't help anything anyway because to me, there wasn't anything that was discussed in the phone call that took care of anything. Nothing really got addressed directly.
yeah what a bunch of BS
Holy...listening to him drone on and on was exhausting.
Frustrating for sure!
At the end of the day, he offered a full refund and another VIP opportunity. I don’t see that as a waste of time even if he was using certain jargon.
I won a Disney World vacation thru McDonald’s when they had the Monopoly Game. It stated that we would receive Park Hopper tickets for each day. I planned my stay around the park hopper tickets going to more than one park per day. Making reservations at numerous restaurants in the different parks. When we got to the hotel our packet was there waiting for us. We received regular one park per day tickets which completely messed up my plan. I tried talking to management but it fell on deaf Mickey ears. When I got home I complained to McDonalds and Disney management. I never heard anything from Disney and mcDonalds sent me coupons for $30. Too many people dropped the ball.
When it comes to McDonalds, they were generous. You do know the scandal with the Monopoly game. Unless you have a media outlet, customer service in most cases doesn't exist. I'm thinking we all need to walk around with cameras and post.
Thanks for your feedback! Interesting
Well I’m glad they choose to refund you and to reach out so quickly. You were right on how they didn’t detail what was and wasn’t included.
Thank you for the support!👍
I liked the way you presented your concerns and the way disney addressed your concerns. Very impressed
I appreciate that!
glad Disney gave you the opportunity to make things right! i agree with every point you provided in your email! ❤😻😊
Yes! Appreciate it. I am glad that I had the chance to point out a few things and hope that they will change so that everyone can have the same experience as I did
HILARIOUS! It gave me a Disney add 1/3 of the way through.
Interesting!
Loved the follow up and agree with you 100 percent
Yes! Stay tuned!
Great informative video. Jeff seemed sincere in what he was saying. Now...lets see if he follows through!😊
He sure was!
Thank you JASON!!!! Customer Service should be trained to make you feel important, and your concerns should be validated (check out the book "I Hear You", I know you know this already). The reality is he offered you a few things.. 1. A refund on something you should have never paid for in the first place (you said it yourself you could have just fast-passed things etc.) 2. To do it again and make it right (we don't know what "right" is and we don't know if it's comped). And finally (no. 3) he offered to "work" with you... Now, that if anything it is the golden ticket given your affinity to WDW, your following, and your personality - top shelf next step... I love your content and I think WDW took you for a ride and you called them out on it... Now lean on them and get that endorsement... You deserve it, brother! Thank you for all of the content, I know you already know what to do, But it's very cool that you share this with us, thank you.
Hearing the conversation, I couldn't believe how Jeff failed to value Jason's time. Get to the point. Who has the time to listen to Jeff use adages and ramble on using the basics business grad school? I wasn't impressed. Fact is that the VIP tour was a 2 out of 10. Think Jason turned the conversation immediately clarifying that the experience may have been a fraud and that lawsuits are common these days. A refund was the least that you should expect. Your time is a valuable commodity and shouldn't be wasted being told no on a VIP tour.
@@gregdrivesdriver5104 I agree wholeheartedly with your comment. I don't know if you care to go and see mine but I wrote a couple long comments pretty much saying the same thing you did. In short, I don't think that Jeff really did anything or said anything that was a substance. I agree with you that it was a lot of gibberish in just word rambling they didn't really mean anything. The fact that he made the statement that he heard Jason was laughable in my opinion. Nobody needs to hear that you have been heard when you're both speaking to each other orally so it's obviously a given that you both are hearing each other. If you're not, then you're going to say that you can't hear one another because of a problem with the connection with the phone or whatever. But that's a completely different subject that has to do with the communication of the device itself. So, it's really stupid to say that you heard one another. Of course you did. You're talking to one another. What matters is that you actually understand what happened and what was going on and why there were problems and what you need to do going forward to correct them. In the phone conversation I didn't really hear anything that addressed what the problems were specifically at least on Jeff's part and how they are going to make changes going forward. I understand that maybe this is something that he cannot immediately in that moment say as far as what can be changed because he may need to talk to his other managers or higher ups or other owners of Disney and that's fair. But, I don't think Jeff grasped what was actually the issue and really didn't say anything. Basically and nothing phone call in my opinion other than getting a refund which was obviously a great thing. I will give them credit that giving the refund was great but if you think about it, if they can just randomly give out a $6,500 refund like this, then what does that tell you about how much their service is really worth? As a business owner, I would be hard-pressed to just fully refund that amount given that they obviously still had to pay the tour guide as well. I'm not saying that that is the cost that Disney cannot eat but that is irrelevant.
Firstly, I would like to thank you for taking the time to give me your feedback. It is much appreciated! Yes, I agree with what you have said. In my opinion, I just had to make my point about the experience I had during my VIP tour and was very disappointed with what I experienced
Very interesting. It can be a struggle to find good VIP services. Can't wait to see what happens when you go back.
Stay tuned! Thank you
This was really helpful. I have been pondering doing a VIP tour for a couple years.
My pleasure
J Dawg, let me give you my experience with Disney and going there 10 years ago when I was still Active Duty.
My ex and I took a trip down, the week after school started, sometime around the 10th of September or so. Its still HOT as shit, all the water parks, amusement parks, etc. ......they're ALL open. Except, ZERO CROWDS. I'm not joking. We rode so many water park rides that we were exhausted and just ending up leaving early because it was just so easy to walk up and ride 1st in line every time. Same was true at Universal. Go 1 or 2 weeks after school opening, and those parks are yours!
P.S. --- You still owe me the Front Camo PACK ! 😁
Coming from someone who lives in Florida and has been there many, many times, your experience is not the norm with regards to lines at any time of the year.
Good to know! Thanks for the advice!👍
Excellent customer service from Jeff. You had legitimate concerns. Other customers probably don’t have your business savvy so they don’t bother to bring these problems up to the correct department. I like how you both handled the situation.
Bringing up what the personal experience guide earns was on point. Employees are being taken advantage of their position.
I think with Jeff offering a full refund was almost a type of peace offering because you are a big presence on You Tube. Then again, he did sound very sincere. I do think he will bring these problems to the attention to the correct people. They will not be changed overnight. It was very good that you did point out these discrepancies. Way to go to both you and Jeff!😊
Please explain how the employees are being taken advantage of.
The employees are given an opportunity to work at Disney and I'm sure that their expectations are fairly clearly spelled out when they are a VIP tour guide and their salary is discussed beforehand. If they don't think that the salary is compensatory to the services that they are going to need to provide, then they can obviously turn down the position or they can request a higher salary.
One of the two can happen.
But, once they accept the position and the salary is agreed on, how is there any problem at that point? There isn't.
I'm not against the employees making a good wage so don't misunderstand my comments.
But, I see these types of comments all the time in various types of Industries and I happen to be involved in a few of them as a business owner myself and it gets laughable when the conversations come up. People keep forgetting that people are agreeing to provide certain services for a certain salary or wage in return. Will there be an automotive technician or mechanic in the automotive industry that gets $25 an hour or $15 an hour, or it is a truck driver that decides to haul a load for a specific amount that a broker is willing to pay, it's the same thing.
So, there is a mutual agreement between both parties regarding what the pay is going to be BEFOREHAND for what is expected in return.
I don't understand how anybody is taking advantage of anyone.
Let's say that you take the job as a tour guide and you decide that the requirements to fulfill the position are a lot more than you thought, then at that point, you go back to the hiring Personnel or whoever is in charge of salary and explain to them that you feel like the salary is not equal to what originally was discussed. At that point, you can tell them that you feel that there are a lot more requirements than originally discussed or anticipated and you need to get more pay or you can look for a different job somewhere else. It is that simple.
If the tour costs $6,500 or it costs $65,000, it doesn't matter. If the service you provide needs to pay you a specific wage because you're providing a specific service, then you need to get that specific wage regardless of whatever Disney is taking in for the revenue. This is the same for any business as an employer or employee.
Now, if you want to talk about sales types of positions, then that's fine but we are not discussing that here. Those are different types of structured pay situations based on performance based on sales.
My guess is here, although obviously the tour guide or host needs to provide the best experience they can, I doubt they are providing anything more if the tour is $15,000 or it is $5,000. So, why should they get any more money if they are providing the same experience either way?
My goal is to get my point across as clearly as possible
When the media rode the ride prior to opening, they rode it over and over and over again. Molly from Mammoth club rode every row. She gave her opinion on the perspective from each row. When D23 did a paid private event prior to opening, people were able to ride it as many times as they wanted. Glad you got your money back. I didn’t expect to hear that. 👏
Really!? Good to know. Thanks
Thank you. It isn't always sunshine and people need to know what happens
Yes, couldn't agree more!
That was amazing.. Thank you for sharing ❤
Glad you enjoyed it!
He did a great job of acknowledging you and your insights. A+
I agree
You were impressive in relaying your message Jason. Jeff’s was great in listening to your concerns and great response from him. He did the right thing in reimbursing you and taking your concerns to hopefully make good changes. Nice constructive messages, great job and awesome outcome. I’m going to share this with my son being a Disney lover also. Thank you for sharing 😊❤
Glad you enjoyed it! Yes!
Disney is milking the parks in order to prop up other failing ventures ESPN, streaming, etc. Over the last four years they have done little to no investment in their parks as compared to Universal. This comes from someone who has visited Disney many times and is an owner with DVC.
I am not surprised by your experience, around the same time frame my nephew took his family to Disney and did the VIP experience. Although we did not have a detailed discussion about their experience he told me we was suprirsed about how run down the parks appeared to be.
Your experience highlights that Disney has a long way to go to return to the quailty product they delivered to their customers in the past.
Yeah, reports indicate that the money is coming from the parks because of the failed movies, streaming services, and leadership expenses, etc.
So you have noticed a decline in the quality of Disney parks and services based on your own experiences and those of your nephew. It's important for companies to maintain high standards and products and services to keep customers satisfied. Providing feedback directly to Disney, whether through customer service channels or online reviews, can help them understand areas where improvements are needed.
Tron, EPCOT overhaul, Moana, Guardians, Remy, Star Wars/Toy Story, three new hotels, Avatar, Runaway Railway, Disney Springs, drone show, two new nighttime shows… the investment is there and larger than Universal over the same 10 year span, it’s just spread out so you don’t notice it as much. And currently they allocated $40 billion for expansion, 30x’s the cost of Epic Universe.
@@DevinSiebold Saying you are going to invest and doing it are two completely different things. Disney came out with their latest announcement of up to $40B in February 2024. It was a move to "right the ship" given the +$1B investment in Epic Universe (schedule to open in 2025). I have been a big Disney supporter in the past but what I experienced last year was a over-priced, run-down non-investing Disney. Disney has always been able to command top dollar form their product as the value for price was equal. However, when Disney went on it's failed attempt to change the political landscape in Florida they stopped investing in the parks. A rather short sided financial move. The result is exactly what Jason experienced, little value for the money piad.
I was waiting for this. 😅
Let me know what you think!👍
One of the reasons we vacation in Disney so often is their customer service. I am not an influencer in any way and have always shared the same sentiment / experience as you displayed in this video. Thanks for sharing with us here hopefully we will see more Disney content on your channel 😄
I’m glad you had a great experience with the customer service. But when it comes to certain things, especially with the VIP tour, it's always important to state your feedback and your opinion so that things that need to be corrected or improved can be addressed by Disney!
He is the right person to be in customer relations. Very professional as was your email to him. Sometimes things work out like they are supposed to. Great video.
I agree!
Just so you know I think your terrific guy and a gentleman. I enjoy your channels because I enjoy you. You ask for opinions which I appreciate, and I’ll give them but even when we disagree it’s healthy. Your terrific. Just wanted you to know.
Thanks, David! Appreciate you and your positive comment.
That would be funny if Disney wrote you back, saying none of our richer Asian customers ever complain about their experience. 😂
😳
Well, your concern was heard. I feel Jeff had your best interest at heart. I would have said I would except another free VIP experience but will not request a refund. Jason, this was an interesting video. Thank you for the whole review of your experience.
My pleasure
I’m so glad that they came to your rescue there’s a lot of us who couldn’t dream of spending that kind of money for a day at Disney although it’s 67 I could only wish lol everyone should be heard whether they’re buying the VIP tour or the cheapest senior citizen, tickets, if there is such a thing at my age, Disney is still magical and I would want it to be all day. I was a business owner, and I understand that things happen and you have to be prepared to deal with him in a expedient manner and make your guess feel like even though something happened that wasn’t pleasant the outcome was even greater than the expectations. That’s so easy to do if you first just ask the customer what would make you happy. Jason, you did that in your letter you told him that you wanted to be told what to expect. Put it out line for line. This is everything you’re going to get above and beyond for the money you’re spending, that was the perfect opportunity for Disney to step up and make it happen. Thank you so much for taking the time to make this video and to read my words I value your opinion.
Well said! Absolutely, I couldn’t agree more. It was necessary for me to state that I was disappointed with aspects of the VIP tour as well as the things I had expected.
spot on jeff way to go
👍
Dang was very interested in how they would handle your experience....So glad you were heard and that you got a refund and an opportunity to as he said have a clean slate to try it again. When he said some days are 900???? omg I felt it was not worth the 600 + but am excited to see how they handle your input. Hope you will be camera 'ed' up for the next time and hope your tour guide gets a RAISE. they are so penny anti at Disney when it comes to help. Anyway appreciate this vid. Appreciat you.
As a matter of fact, I just had to make sure that my point got across and that it got addressed. Particularly for those who are spending this much money and are not getting the quality of experience they should be getting.
We also did a VIP tour. It's been almost 2 years ago. For us, it was a real stretch financially to do the tour and we were quite disappointed. It absolutely pained me to email them with a complaint. If I remember correctly I sat and cried while I typed it. Disney is my happy place and they had let me down in a big way. I NEVER HEARD BACK.... nothing. No email, no phone call. I wish I would have had the opportunity to speak to someone about our experience. I am so glad that you were able to give feedback. It's the only way a company can learn and grow.
As I read this comment, I am very disappointed that nobody has contacted you regarding your feedback. If you attended the VIP tour, they should have reached out to you regarding your feedback and how disappointed you were as a result.
@@JasonWasTHEREDo you think that you received a prompt response because of your channel or do you think that others would receive the same level of attention as non-business owners?
They didn’t reach back to you because you don’t have a CZcams channel. I’m sure that had a lot to do with why they did call Jason. I’m sorry this happened to you!
@@markreynolds9135 100% because of his channel.
@@markreynolds9135that would be my assumption. That’s why, though this type of content is insightful, it’s not always what you as a every day customer will receive. This goes for any type of establishment, not just Disney vip tour
Well done Jason💪👍✅
Thank you! 😁
I feel that Disney will make these changes and I’m so glad that they handled it the correct way.
Let’s hope so! Thanks for watching
dang, ya if I am paying that much I would expect way more! it was cool you took your daughters teacher and her family on a couple rides. I've done the VIP/RIP at Universal Studios Hollywood Halloween Horror nights and we got a buffet dinner, guide and pretty much front of the line, even past the fast pass people.
Although it seems you had a wonderful experience, which I am glad to hear, in this particular case, I was disappointed in the VIP tour, which is why I had to give my feedback.
It was an exceptional conversation, as long as he puts into action his words. I would be interested in hearing from another customer of their experience. That said, I commend you and how you demonstrated your responses.
As much as I agree with you, it was disappointing to see them not being transparent about what the VIP was about.
I don't think you are over the top at all I think you had every right to ask these questions. It was refreshing to hear this call and know that he did truly care and did not make a lot of excuses. Way to go Jeff and Disney! I do wonder though how the call would have gone if you weren't a major influencer; but it doesn't bother me. I am just glad to hear that Disney still has great customer service!
In all honesty, I am glad that I provided feedback regarding the VIP tour experience and I pray that they will make the necessary changes!
@@JasonWasTHERE I pray they do too! I also liked the fact you advocated for pay difference for the Hosts that is something not many would think of or care to do. I agree they should be compensated differently.
Hey there Jason,
I was very anxious to watch the second part of your series. I am also a business owner and truly believe that if something is broken, I’d rather know constructly than a horrible review.
I also think that you having the whole thing videoed and he more than likely looked you up, had no choice to refund your experience and apologize.
He was long winded on his company, and that was an exorbitant fee to pay. I, also would have expected the red carpet and a fabulous lunch!
Hope to see you at Mohegan sometime. We’ve met at Slot a Con. My husband and I were Old School Slots guest.
We helped you with the meet and greet passing out swag.
It is important to provide feedback so that mistakes can be corrected! Really!? Appreciate you. Thanks!👍
Great out come, and e excellent customer service on behalf of Disney. My faith in them is restored of getting things right for their guests.
Absolutely!
WOW the VIP tour should definitely provide detailed description of what is included. The tour guides also need to be provided latitude/discretion when it comes to what may be provided the day of the tour, above the description. As you stated Jason, this was you and your daughter not a group which should've allowed more personalized attention that day. A meal definitely could have been offered in addition to snacks throughout the day. Disney should also be providing complimentary tshirts/memento referencing participation in the VIP tour. Disney definitely dropped the ball with the lack of detail and attention they normally provide with their services & goods.
However, Disney has the most incredible team of customer service representatives. Jeff was professional, relatable, understanding and genuine. I felt not only did he (Disney) want to provide another opportunity to get it right by offering a VIP tour for future but he also wanted to hear your feedback so he could share with others to make improvements to the tour experience. He valued your opinions.
I am returning to Disney World next month and I'm hoping our 7 day trip with our special needs son, our daughter and her family is beyond magical! We aren't able to afford such a luxury of a VIP experience however I'm hoping our park experiences are stellar! Jason I hope you and your daughter will be able to have an extraordinary VIP experience when you return to Disney. Best wishes!
Thank you for your feedback! I really appreciate it. I'm glad you understand why I was pretty disappointed with the VIP tour. However, I'm glad I got to explain and give feedback about it, and hopefully they'll fix it for others. Have fun on your Disney trip!
I feel like by this was a solid communication and response.
Im still upset with a ln experience I had two years ago, never recieved a response that made me feel like a whole human again. So it is nice to see this.
Oh wow! It is for this main reason that I have reached out to Disney so that they can fix what needed to be fixed so that the VIP tour and the experience that comes along with it may be enjoyed to the fullest extent possible!
On my one trip to Disneyland, so many things went wrong. Some of those things were on my end and not Disney's but Disney went over and ABOVE to make it up and make the trip amazing. I guess, if your conversation with Jeff ended any other way, I would have been shocked. Hope your next VIP rocks. ...I'm available to go with, just fyi. 😉
It is very important to express your opinion and feedback as clearly as possible so that they will be able to correct the mistakes that have been made
When my husband and I went in the early 2000's, attendance was low, and we would ride Tower of Terror, all the mountains, and even Mission Space over and over again. No one warned us of a health issue.
Times have definitely changed!
If Disney advertises a VIP experience, it truly should be VIP meaning you can ride whatever rides you want, eat whatever food you want (within reason of course) , have access to behind the scenes, have access to the front of the line etc. 450 to 900 dollars extra per hour on top of admission is a massive amount of money and to me, the value isn’t there. Yeah it’s cool to have transportation and a tour guide, but there should be so much more for the money you are paying. There should be swag bags for each guest, a list of restaurants where your meal will be comped, unlimited access on whatever rides you want to go on. How much does it really cost Disney to put a bag together with some Mickey Ears and t-shirt to each paying VIP guest? How much does it cost Disney to have lunch, dinner and snacks included? Not much at all. These are smalls things Disney could include in VIP that would make the product so much more enticing.
Absolutely, Justin! I agree
WoW 😮 100% that guy was AWESOME 👍🏻
I am glad to have been given the opportunity to provide feedback.
@@JasonWasTHERE
Yes I am Glad you did too.
He honestly sounded like he's going to take some of your advice into action hopefully.
I was Impressed as Well...😊
👍
Disney doesn’t know what the truth is Jason. Love shot videos of shots
Huh?
The explanation for not being able to go on certain rides back to vack made sense...for health and safety reasons, but it should be noted in their terms and conditions along with a lot of other concerns you had. Disney did do a good job with their turn around time with a response....though I'm wondering if it was because your guide had mentioned the fact that you have your you tube channel??? Anyway, I appreciate this type of content. Thank you....hope you and your daughter take up the offer and go back with an update of Disney's VIP terms and conditions. Have a great week.
Yes, I agree! It would be beneficial if they were more transparent with their customers regarding the VIP tour
That was one of the most professional ways to handle that situation by Jeff. Thanks for sharing @JasonWasTHERE
My pleasure
Very interesting and so well stated -
My pleasure! It was necessary for me to make my point clear
Your feedback was only a great advantage to Jeff and the Disney operation. If you don’t give feedback, people don’t know. Constructive criticism is important. Disney has a lot to lose. You’re a very influential Social Media Influencer. The fact that they responded quickly and heard your valid points shows that he did his job to the fullest.
Absolutely, I agree. It was very crucial for me to give my opinion and give the facts about the VIP tour, as well as providing feedback, in order for them to rectify the mistakes that they made regarding the VIP tour.
Great video, Have you checked on Aaron to see if he is first, still has his job or got switched out of his VIP tour guide job? The head staff does some slimy things to their employees whom they think may caused a disruptions. I worked for them in the far past and I seen it first hand. I’m glad you held them accountable for the money you were spending.
As you can see from my video, I did state about what I was referring to. In fact, he was extremely knowledgeable about the subject matter. It was just the VIP tour in general that left me disappointed
This is beyond excellent content. I think you had every right to file a complaint and I have worked in customer service my entire life. 17 yrs as a bartender and now in the rental/housing business. Without great customer service you have no business, so my praise to Jeff for being an awesome leader and my praise to you for standing up and brining it to their attention instead of trashing them on YT or Social Media. I am so happy he offered you a refund and then another tour. That is huge money regardless how much money you have.
Myself, what I would do if I was Jeff, just offer hamburgers, hot/corn dogs, tacos maybe, fries and a cold drink. Seriously, someone paying $6,500 they can afford a plate of fries and some onion rings lol
Now, my question to you is, Jeff knows you have a half a million followers and you create content, and deal with some of the richest people/businesses in the world. Do you think that played a large, small or no part in the quick response and him rectifying everything for you? I did like when you said about what your standards are use to and Blair's and he just brushed it off and basically said that shouldn't matter that you deserve what you paid for and I couldn't agree more.
My favorite part was when you stuck up for your tour guide and that they should be compensated considering that is a huge day for them and I heard the staff at Disney in FLA don't make great money at all and they are only allowed to stay a yr working there and some sleep in a cheesy hotel up from the park.
Anyhow, wicked content and thanks for sharing. :)
Well said. Thank you! As long as I got my point across about the VIP tour, and hopefully, Disney changes a few things around for those who would like to have a wonderful experience as a guest, regardless of what the case may be
@@JasonWasTHERE You're very welcome and 100% agree :)
It was great they responded to you
I'm glad!
I thought you were very precise with your complaints and You deserved to get a refund ! I'm also impressed with Jeff from Disney's customer service! Great video!!!
I totally agree! It seemed to me that I had to voice my opinion about the VIP tour and give my feedback about the experience
That was incredibly interesting!! Every business should resolve issues like Jeff did! Very impressive. I’m just curious- did he know the conversation was going to be public? I can’t wait until the next part 😊
Ya right he knew who he was talking with mr hand pay !! If it was just a regular person they would tell him sakkkk on this naaaaatssss
As I mentioned earlier, I am glad that I was given the opportunity to express myself and what needs to be fixed! In general, it is a problem that needs to be addressed that such a large amount of money is being spent!
@@JasonWasTHERE ya we got screwed by Disneyland i know what u mean hope they fix it but i highly doubt they will they just took care of u because u r known by public at least u got taken cared of
@@JasonWasTHERE ya we got screwed by Disneyland i know what u mean hope they fix it but i highly doubt they will they just took care of u because u r known by public at least u got taken cared of
Finally please show all your Disneyworld content
Stay tuned. Please, be patient! It does take time to create content!
Jason getting back to you and being a listening ear is all well and done. The question I have for you is did they make it up to you? Did they offer anything in a remedial fashion, or was it just, we heard you, we are sorry, we will make it up to you next time. I must say though that your tour guide was a wonderful guide deserving of the tip you gave him. I hope Jeff did some monetary compensation for part of your experience. I hate to mention the old saying that, "Talk is Cheap." "Actions speak louder than words." I hope you experienced the later. Thanks for sharing...
I agree! Have you seen part 3 yet?
@@JasonWasTHERE Jason I haven't seen part three yet. I will though....
I think Jeff did a great job listening to your issues, focused on making changes in the future and gave you a credit. People go to Disney because it is the happiest place on earth and he left your call knowing it wasn't the best experience - people normally just complain but taking the time to send an email seems like it was the right move!
Absolutely! I agree! Providing feedback is important!
When you have influence and clout you get actual" VIP" treatment from customer service. Jason deserved the refund as would anyone who was ripped off like that. But let's be clear an average schmuck as I would have to settle for tumbling tumbleweeds and chirping Jiminys.
Respect begets Respect! I always try to treat people the way I also want to be treated. You handled the situation 100% the way I would have. No need to get rude but just state the facts. Documentation is the key. Know what you want to say prior to either calling or leaving an email.
Absolutely! I agree!👊
Am I the only one that was listening to that phone call from Disney and it started to sound like blah blah blah ? or is that just me LOL
As long as I provide my feedback and hope Disney makes some changes in the future!
I am a long time Disney fan BUT I have noticed that the spin doctor has taken over.😮
Wow, he gave you a lecture no solutions in magical experience.
But it was neat that you got her teacher to hang out with you guys for a while.
Have you watched Part 3 yet? Thank you!
@@JasonWasTHERE
I did that’s nice that they gave your refund back and they try to make it up.
Universal VIP is superior and lower cost to video about that please.
As someone who visits Disney World multiple time a year and have had my own issues with Cast Members, or customer service on the phone.
They always respond with manner. Issues resolved quickly.
I do give them a 10 as well when it comes to listening to their guests!
I am glad to hear that, that is good to know
Thank god•ness at the end he offered to refund your experience. Because I was like this conversation not going anywhere based on the questions you asked in the letter/beginning of the call. Like I said in the previous video a pendent, wizard hat or heck special ears for the kiddo would have been a huge acknowledgment of a VIP costumer. Golf cart between rides something out of the ordinary. Me personally I would want people to know VIP is coming through heck even put the tour guide in a standout outfit. It would make other park customers at least look into becoming a VIP customer.
Absolutely, couldn't agree with you more! It was a pleasure to have the opportunity to express my opinion and bring it to their attention.
Whooo, listening to the call with Jeff... I have never heard someone say in so many ways, in such a short time that they have no real power to affect change. He heard you and was interested in the call but in like 7 ways he told you he's not the decision maker and has little power to sway the other managers/directors. Even more, it sounds like some of the other managers/directors resent his department earning money off of them that doesn't come back to their own budgets.
Yes, I could not agree more with you. It was very disappointing not only for the VIP tour but also for the rest of the visit. As long as I got my point across and my feedback to Disney was expressed, I was satisfied
Jeff is a great communicator and amazing customer service, so well that I hope you didn’t take the refund.
Did you?
It seems some park services and the park attractions are mini individual businesses.
I love all the Orlando Walt Disney World Parks and have spent extra money at times like the Star Wars Hotel and considered spending more time there doing some extra features and Jeff’s concern has given me confidence to explore
👍🏽
Jason love this particular series. Because I can relate to it. My husband and I like to treat ourselves and when we do so we always take into consideration value. Are we getting value for what we are about to spend a bunch of money on. For the past 3 yrs we have been doing the Universal Studios VIP Tour for his birthday. This has been an incredible experience for a fraction of the cost of Disneyland. With Disney for what we could find you get. The value was never there. Its like the Disney people never went over to the other parks to see how they do it and apply a Disney spin to make them the best at it. Because Disney wants to be the best. So with the Universal Studios VIP tour. Its cheaper, its with a small group of about 12 or less, its a private vehicle, A wonderful tour guide(s) 2 if 10 or more people i think (Dont quote me on that). A luncheon at a Dedicated VIP experience restaurant with non park like food. Sit down tables with unlimited food and drinks. - in the park. Fast line access with most cases walk on. Repeatable ride experiences post tour. So the focus is spend time going on things as a group hitting all the top attractions. Then after the tour you still have your VIP pass and you can go on any ride again just showing your pass. With the new Nintendo Ride. We went on that 3 time post tour and it was incredible to have that kind of VIP experience. Because Universal has VIP experience only lines for its rides. You Feel VIP. Disney needs to step its game up. This month is Birthday month so we will be going there again later this month.
Thank you for providing me with a brief overview of what to expect if I were to participate in the Universal Tour!
Sounds like he went through social interaction and response training. He's a VP by title, which gives importance to his job, which is to reach out to customers. A title given to 4-10 people who have been in customer service for some time and are used to doing exactly what he did to you. Listen to concerns, tell you many times in different ways, "You've been heard. Thank you for taking the time. We want to get better. You are important." Etc.
If you understand sales, it is basically the same algorithm used in "Needs and Wants" sales training. Then he will likely reach out and ask what will satisfy you to "clean the slate" so to speak, and work to come up with some sort of compromise. From redoing the experience, vouchers, or some sort of refund. Since you're an influencer, it wouldn't shock me if they "ask for a second chance", and bring you back to relive the experience. What the heck, they'll make it up when you grab a meal or two. And or at the shops... for the rest of your life.
Thank you for your feedback. Have you watched part 3 yet? Having said that, I am glad that I reached out to Disney about the VIP tour, not just for myself but also for the rest. Hopefully, they will correct the situation for all.
I was impressed with his service to you as a customer. He owned the problem and will work on fixing it. Will it ever be fixed, don’t know. But he will work hard at finding a solution. I believe it takes more conversation with customers like you to fully grasp the VIP service. Obviously their idea of VIP did not match yours. But I do feel that he valued you as a customer and wanted to fix it. Ty for sharing this with us.
The customer has a limited amount of control over the service, so that is why it is crucial to always provide feedback when there are any issues that need to be addressed.
Very well done 👏 😊
Thank you! 😊
This is a great video
Thank you!
I'm impressed. Glad he's making it right. The full refund is a great start, and wants to build a relationship and see to it that your next experience is better. 10 out of 10.👍
I hope so too!
Jason, I agree with WDW customers' service. So much more, I could say, but I hope to see you there and or at restaurants or Casino. LOL Magic does happen at WDW.❤
Haha! Maybe
😮 was he AI?
Huh?
I didn't know you were a Disney guy Mr. Handpay haha
Now you know! 😜
After listening to your conversation, I agree your tour should have been more VIP. Even the group VIP tours, such as walk in Walts footsteps you get lunch, a pin and a snack, and if you have special dietary needs you are accommodated. Jeff was a 10 with his response to you. Look forward to more of your reviews, especially Disney.
Yes! Absolutely
This made me so happy for you, they did a great job. You handled yourself incredibly well and your communication was thoughtful and concise. Excellent customer service, guess you have to take a trip back to Disney now, I’m sure your little one won’t mind 💖
Thank you so much! Stay tuned!👍
They did nothing but double talk, hoping he'd buy the speach and come back for more. Disney specializes in that.
Is it too late to let Jeff Lindbergh know I didn’t like our tour either? Ha. Damn. That was top notch service.
In fact, it's always a good idea to tell anyone about your experience with anything and everything, so they can correct it, if necessary
I will say this the Disney does have top-notch customer service when it comes to de-escalation, especially with the issues that you describe to them they truly want you to have an exceptional experience
I agree! It would be great if they could also change a few things in the near future so that everyone will be able to have the best experience possible.
@@JasonWasTHERE I hear you I personally can’t afford that service but I do a thing about Disney and how everything is different business entities under the same umbrella . I agree with you for that money your paying for a unique experience that caters to how you want to enjoy your park experience when it come to rides shows and meet & greeting .