I just replied to your email privately, but after reading your response here I feel I should respond publicly so all of the facts are on the table.
We were not informed that the change from a grocery stop was changed “as a favor”. If you had identified such “favor” we would have re-evaluated our employment of your company. At no time was this communicated to us as something not allowed. Whether the stop is at one address over another doesn’t make sense to me, but it’s your company and that is your call but we were not informed of this rule. I would suggest a more clear disclaimer that your service will only go to a grocery store.
I also didn’t mention previously on this board but the driver did not offer to assist my wife with her bag. I’m not sure that earns a very high score in customer service.
Next if you read my original post again, I didn’t say she didn’t know where DTD is. I said once she got there she didn’t know where to go. For someone who has been in the business for over 20 years, how could she not know where Guest Services is located? Yes there have been changes but Guest Services is still where it has been for a few years now.
Also, as I mentioned in my private email to you she parked in an unauthorized spot and ignored the Disney security officer’s order to move her vehicle. This created a problem and another officer had to be brought in to make her move the vehicle. I can’t believe that Quicksilver would encourage their drivers to ignore an officer’s commands. At least I hope not.
As for the name change, I’m perfectly aware of the name change as I’ve been going to DTD longer than your driver has been in the business. If you read these forums, you will find many people will refer to their legacy names for some time after a name has been changed.
Your explanation stating that you are “trying” to fix the speedometer problem is slightly different from the email you sent me. Cut and pasted from your reply, “As for the vehicle gauges; this particular vehicle has had this ongoing problem and the mechanics can’t fix it.” I’m confused. Are they still attempting to correct it or has it been deemed unfixable? I would love to be able to use the line on a police officer that a car is "being operated safely with no speedometer working” if I’m ever pulled over for speeding. I’m pretty sure that wouldn’t work.
As someone who has been a member of this board longer than you have, we discuss all things Disney here. We let our members know about the good experiences and we also let them know about the bad experiences. In this case, your first impression with my wife was bad. In my private email to you, I offered a few sincere suggestions to remedy the problem including the comment I was not looking for anyone to lose their job.
To the rest of the group reading this, I’ve always called it straight, both good and bad. My comments are a recap of the experience my wife had. I’m simply sharing it here. Thanks for your replies as that was what I asking for in my original post. Was this bad service a fluke or was this routine? Two people responded with opinions that I value. As we all know, you can’t get a great experience every time. You just try to determine if this is standard operating procedure or not so you will know who to go with the next time you need a similar service.
Two new comments since my original post. 1 - The driver was a nice person. I never said she wasn’t. She just failed in the various customer service and law related issues already discussed here. Communication, helping with the bags, ignoring an officer’s order to move, etc. 2 - The driver who picked up my wife the next day was much better and I conveyed that to Gregory in my first private email to him.
Finally, I want to make it clear I did not post this in order to get my money back. In fact, on the rare occasion when I’ve had bad service from a company I don’t ask for it back and have even declined it as I want the complaint to be taken as a sincere complaint so action to correct the situation will be taken. Not one that appears I’m just scamming the company in order to get something for free. They have my money this time. It’s all future opportunities that they should be concerned about earning. Keeping customers for future business is one of the first things about running a company.
Enough said. Back to magical experiences. Thanks timsha and Boss for your comments. As I said, I value your opinions.
If Gregory wishes to comment further, I suggest a private email to me. We don’t want this to become a back and forth thing.