I had to contact customer service twice while we were at the beach. It is crazy to me how different companies handle issues. One company went above and beyond, while the other did everything in their power to annoy the shit out of me.
My sunglasses broke while I was cleaning them at the beach. This is my second pair of this particular style of Shady Rays. I had to use the warranty a few years ago on the original pair because Payton scratched the lenses. I wondered if they would question things or want me to send pictures. Nope, I submitted a claim, and within a few minutes, I received an email saying they would replace them (I had to pay shipping/handling, but whatever, definitely worth it for a new pair). When we got home from the beach, the sunglasses were in the mailbox. Just a perfect interaction. I did not have to search for my original order since they had it on file.
I downloaded Disney+ to the kids tablets. I then downloaded a few movies for them to watch in the car. They worked during the entire trip. For some reason though, on the day we were about to leave, two of the movies stopped working for Payton. I looked up the error code and everything online said to contact Disney+ support.
I logged in to the website, found the chat support, and waited for someone to join me. This is how the conversation went:
NicoleDis+: Hi! I am Nicole, how can I assist you?
Me: I keep getting a Code 39 error on my daughter’s tablet.
NicoleDis+: I can help with that. But first I need some information. Can you give me your name and address?
Me: Josh Croyle, Richland St, J-town, PA
NicoleDis+: Thank you! What is the issue?
Me: My daughter’s Amazon tablet has four movies downloaded, but only two are working.
NicoleDis+: Did they work before?
Me: Yes
NicoleDis+: Can you confirm two programs you have watched on Disney+ over the last month?
Me: Infinity War and End Game
NicoleDis+: I see Infinity War, but not End Game, anything else?
Me: Vampirina, Bluey, Spidey & His Amazing Friends, Bad Batch, Mandalorian
NicoleDis+: Okay, I got them. Can you tell me what device you have watched Disney+ on in the last thirty days?
Me: What the hell does this even matter? Roku, Amazon Fire, Samsung Note20
NicoleDis+: Thanks. I just need to confirm this is you and your account. So what seems to be the issue?
At this point, I was getting pissed. It took like two minutes between her responses, we were done eating breakfast and just wanted to get on the road. I said screw it, and logged out of the chat. I told Payton that she would just have the other two movies.
I was logged in to Disney+, I gave my name. What more did they need? Like why would I pretend to be someone to just get an error code fixed? I can understand if I was asking for private account information or to change my password. But this was just basic technical support. It took forever, and we there was no way I was waiting any longer.
So well done Shady Rays! You kicked Disney’s ass in the customer service department. Keep it up, you have a fan for life.
