George,

I received a call this morning from Winston. At the start of the call, he wanted to assure me that my situation was being investigated, and that it will take time for all the reports to be filed and reviewed. At that moment, I hoped that Disney was taking my situation very seriously, and that some form of dining plans would be found to be just compensation.

Winston informed me that Disney can't grant financial benefits to guest for fast pass failures, nor estimates based on third party websites. I pointed out that his word choice was disrespectful of my situation. That when dealing with customers, the words you use are very important. I pointed out to him that the fact is that Disney "will" not grant me compensation for my difficulties. Yet time after time, he used the word "can't" to describe Disney's position. Many times I told him how his word choice bothers me.

I asked him, how can you make a final decision on my situation before all the reports have been filed? I asked if he has read all my email's to Linda. He said he had not. Again, how can you have a final decision before reviewing all the facts? I feel like Disney is kicking the patient before the autopsy has been performed. After his call this morning, a report should be filed on my phone conversation with Winston. I suggest that you listen to the call.

Again and again, Winston advised me that Disney can't grant financial compensation. Over and over, I asked him to be honest with me and say will not. Winston's word choice made my frustrations with Disney much worse. I suggested to him that he take a customer support class.

When Winston said that Disney had already taken $500 off of my reservation, his word choice made me furious, and in anger I corrected him again. Pointing out that he said many times that Disney can't give financial benefit.  I told him that there was no money credited to my account, that it was a gift card. I told him that I do not even have a confirmation in my email for proof.

He seemed to place blame on Linda for granting the gift card on her own. Sounding like she should not have made the gesture. God I hope she does not get in trouble. She has been most kind to me. Support representatives like her took the brunt of this system failure.

When Winston started to tell me the cost of a dining plan was something like $500.00 a single day, I pointed out that one of my sons got the free counter service meal offer, and that his week long reservation was just $200 over the cost of one of my other sons with a similar reservation made a few weeks after the offer expired. I said that at the very least, my children staying at the same resort should get the same counter service offer. Winston again said, he can't go back and change their reservations to match the free counter service offer. There is that can't word again.

I told Winston that I worked pretty high up at IBM, that I have been trained in customer service, and that in the name of customer service, when there is a will there is a way. Pointing out that my complaint is not only about the fast passes. My situation deals with your system's data corruption that in ways still affects me to this very day, and including the hours on end that I spent on the phone with your internet department trying to sort out my fast passes.

With my frustrations boiling, Winston asked me if there was anything else he could do, I asked him to give me the price of taking my ticket off my reservation. I do not think I can ever enjoy a Disney park again. He said that he would have to remove all the tickets, then add them back on. However; the price has gone up on the tickets, and said he was sure he could work out a deal with the ticketing department to secure tickets at the old price.

Yet he told me earlier that he can't use previous offers to change my children's reservations. Such mixed messages. When there is a will there is a way.

Regards,

David