Child Item

Site Totals

61410 Questions Answered 270 Categories

Failed Disney Launch

This is so unacceptable. You clearly didn't do any load testing or planning for this Launch. I've been trying to activate my FREE 1 YEAR OR DISNEY PLUS which I have still been unable to activate after 24 hours. Your chat is the worst I have experienced and idk who designed it but it is terrible, worst UX. Who planned this? Didn't Disney give you anticipated downloads? No one prepared. This is rediculous.

I'm just trying to find out what happened on That's So Raven

Comments

Verizon_Support

Kendallswim, we don't want you missing out on any shows from Disney+. My goal is to make sure that we get you up and running with this promotion. I'm sorry that you're having trouble with getting set up with Disney+. Can you please share some details as to where you're running into the issue? Were you able to add the promotion through your My Verizon (app or website)? Please keep me posted. KevinR_VZW

Doggo

It took me under 3 minutes start to finish to have my sub and a few profiles made.

The only hiccup was service was down shortly after from the influx of new subscribers, but that didn't last long.

Verizon has nothing to do with Disney servers. Disney has also been around way longer than Verizon has so millions who don't even have Verizon were signing up too. Your post to complain at Verizon over this is counterproductive.

wmckinnon50

I've been having issues also, I signed up, it says my account was activated, but every time I would log in, it would take me to a screen that wants to finish up and pick a payment option?

brnk

At least you actually have the option to sign up for it. I have 3 eligible lines and not a single one even shows the Disney+ option in the Addons, and support has been uesless. So much for addons. =/

wmckinnon50

Yeah, that's not cool, I wonder why they just didn't give out access codes or something, I understand how there are so many issues considering the amount of ppl that could get it, but there should've been a better way to do it, hopefully we all get this taken care of quickly

Kendallswim

@Tigerstep
do you work in customer service? do you design UX or customer service platforms? Are you a digital project manager? Have you ever planned for a launch like this? do you manage sites with +1billion hits a year or day? didn't think so...

i made multiple attempts from 3pm-11pm EST and they finally told me when i called in that they had issues on their end which is why I wouldn't be able to do it last night. Nothing short about that

also the chat experience and service experience was poor and not adequetly planned for volume.

Yes Verizon deserves it. and I will admit I am particularly salty about it considering when Hurricane Michael hit last October their service was out for MONTHS

Kendallswim

Few things about my experience:

1. Your chat experience: options are not vague enough. if I see 'connect me with an agent' connect me with an agent. i understand you can use chat to pull info from your FAQs and serve them to customers easily to solve issues or trim them from the que but CMON if I know to say that then I know i cannot find what i need on the site. Also when there are no agents available it tells me to 'try again later' no if I want to sit in your que for 30 minutes so I will be next in line that is my choice

2. Your live agent experience - when I was connected i had to say the same thing literally 7 times in multiple ways and they either avoided the question or you have ai posing as a real person that doesn't work. If it says 'live agent' it needs to be a live person with brain cells. I work in the digital customer service industry, I know what information they need and how to probe so I communicate that way and it is very direct. my chat agent is not trained properly and it was a complete waste of time. Plus if you leave the screen (like if they tell you to do something or answer a text on mobile) it ends the chat. why. what is the point? whose idea was that. my question for the record was: should i be tring to do this on desktop vs mobile? should i go through the app or through the browser.... is that really that confusing for a DIGITAL CUSTOMER SERVICE AGENT

3. The integration between Verizon and Disney+: 3.2 million doesn't really surprise me and shouldn't have surprised you...also the integration between Verizon and Disney+ broke immediately. So you should have taken the tiles off your site....and told your chatters to stop telling people to try downloading it and that they aren't doing it right. For the record, I was attempting to do this on multiple devices from 3-11pm EST on Nov 13th

4. The phone wait experience: your chat is a poor experience. don't keep pushing people to go on chat especially if you don't have the resources to support it. also I am aware you had technical issues with Disney + last night. The automated message that started with the Disney + direction (that didn't work and what you were trying to fix) should have been disabled. I waited for 30+ minutes on hold

5. The agent I spoke to via phone: was great, helped me to the best of their ability with the resources at hand. was empathetic, competent, respectful, and transparent. I felt like they did everything they could to help me and listened to what i was saying and USED THEIR BRAIN. would give a 5/5 but only for this specific person, the rest of my experience until this interaction was horrible. and i left the call with an unresolved issue, i still have to call back tonight.

Verizon_Support

The demand for Disney+ has exceeded our highest expectations, and we apologize for the delay in responding. It’s as important to us as it is to you that we straighten this out.
Using this link what happens when logging in with your email address?

https://www.disneyplus.com/account/

DavidH_VZW

Kendallswim

a buffering screen.... apparently the most watched show on disney+

gator15bait

DavidH_VZW,

It says to "Start Free Trail" or to "Buy Now". No option to continue with Verizon promotion for 12 months. Please help!

Doggo

Heavy traffic on launch is common for anything heavily anticipated.

None of my coworkers with Verizon had issues signing up.

Still one of the easiest things I've ever done from the app.

TINKINVEGAS

We ALL seem to be having the same issue verizon! we go to the prompt of Disney+

to add and boom.............not there, nothing to add, nowhere to get into it!

TINKINVEGAS

this just took me to the Disney page/log in

Nothing about connecting "thru Verizon account"

Kendallswim

@Tigerstep
no dirt heavy traffic is anticipated, that's why you test and prepare your site for it - WHICH IS MY POINT.

good for you and your coworkers, looking at the string I'm not the only one who encountered issues ....

2 days later, hours wasted, still nothing.

Verizon_Support

Sorry to hear about the issues with signing up for the Disney+ promo, wmckinnon50. We definitely want to make sure that you can take advantage of this wonderful benefit. Eligible plans include the Verizon Unlimited plan, Go Unlimited, Beyond Unlimited, Above Unlimited, Get More Unlimited, Do More Unlimited, Play More Unlimited, and Start Unlimited. Business accounts are not eligible. You can sign up for the promo here: https://www.verizonwireless.com/solutions-and-services/disneyplus/ It's been a couple days since you wrote in. Do you continue to have issues with signing up? If so, please check the Private Note that we have sent.

RyanM_VZW

Verizon_Support

We value your time, and we do apologize for the hold time when trying to reach us over the phone and through chat. It does worry us to hear you experienced issues when trying to add Disney+ while speaking with multiple representatives, and we will do everything to help. You mentioned you dont see the Disney+ app. Are you referring to being able to download the application off the Google Play store? DavidR_VZW

Momma23dogs

@Kendallswim
wrote:
@Tigerstep
do you work in customer service? do you design UX or customer service platforms? Are you a digital project manager? Have you ever planned for a launch like this? do you manage sites with +1billion hits a year or day? didn't think so... irrelevant to this issue.

i made multiple attempts from 3pm-11pm EST and they finally told me when i called in that they had issues on their end which is why I wouldn't be able to do it last night. Nothing short about that Who? The issue was on Disney's end, not Verizon .
also the chat experience and service experience was poor and not adequetly planned for volume. Disney again? Yeah Did you actually read @Tigerstep
reply?
Yes Verizon deserves it. and I will admit I am particularly salty about it considering when Hurricane Michael hit last October their service was out for MONTHS Again irrelevant to this issue Disney+ did not account for the massive number of sign ups on opening day. This is entirely on Disney. Did you realize that everyone had this problem? It had nothing to do with whether you are Verizon Customer.

actually I think Disney did a pretty good job of recovering. Within a few hours I was able to access and play some of the movies.

Kendallswim

@mama23dogs
it's the Verizon chat. It's now nearly a week later and still same issues. A

issues with Verizon.

Their deal not showing up on the Disney site, it's a partnership. Just as much their fault.

Kendallswim

@vzw_customer_support

OMG. No it doesn't show up on add-ons. Or wherever you say it's supposed to on your recorded phone prompt or the FAQs.

No primate message from you guys to help.

Almost a week later and same issues

dwalker1043

I was told I would receive email link to resolve this issue. That was 4 days ago.

Verizon_Support

I'm sorry about the difficulties that you have encountered with the Disney+ promotion (https://www.verizonwireless.com/support/disney-faqs/), dwalker1043. I noticed that your post is from a couple of days ago. Did you get the link mentioned in your post sent to you?

AntonioC_VZW

leofsiege

My trouble may be a little different than those I see here. I clicked the continue button to go to the Disney site. Once there, all I see is the Disney logo, and a spinning circle for at least an hour now. Not sure what to so.

Verizon_Support

We want you to get the right assistance. In regard to your circumstances, you will want to Visit disneyplus.com or call 888-905-7888. BrittanyC_VZW

Child Item