Disney Is the King of Customer Experience–So Why Are Disney+ Customers Upset?

Some Disney+ customers are getting the short end of the stick when it comes to support.

By Raquel Guarino

Disney went through 2019 without any major customer service blowbacks. In fact, it was a pretty great year for the corporation overall, with Newsweek naming Disney Cruiseline the best brand for customer service in 2019. Now with the release of their streaming service Disney+, the newest Disney product is facing criticism.

Users Hacked

Within the first week of its launch, 10 million people from the U.S., Canada, and the Netherlands subscribed to the platform. According to ZDNet, thousands of Disney+ user accounts were hacked just hours after the streaming service was released. In an investigation, ZDNet found that stolen account information was being sold on the dark web for $3-$11 an account.

Along with technical issues that prevented some users from streaming their favorite shows and movies, some streamers lost access to their Disney+ accounts following the hacking. This generally meant the account information was altered so that the original user would be unable to log back into their account.

Threats of hacking aren't unique to Disney+, however, says ZDNet: 'Hacking forums have been overflowing with hacked Amazon Prime, Hulu, and Netflix accounts [for years].'

Unbearable Wait Times

Unfortunately, hacked accounts and blocked streaming weren't the only obstacles some users encountered. Complaints about Disney+'s lackluster customer service flooded Twitter following the release and subsequent hackings. Some customers say they were left on hold for hours while others were upset about paying for a service they weren't getting.

Source: @inkeddev/Twitter


Source: @IHavRayGun/Twitter

'Not My Problem'

Many Verizon customers joined Disney+ after they were offered a free year's subscription. After hours of trying to talk to Disney support, frustrated subscribers contacted Verizon for assistance. Unfortunately, some of them were put on hold for hours, while others were told there was nothing Verizon could do.

Source: @YuviaColeman/Twitter


Source: @CristinaKormanis/Twitter


In the meantime, ZDNet suggests Disney+ could help its users by implementing multi-factor authentication (a feature Help.com also offers its member organizations). On the user side, ZDNet recommends subscribers use only unique passwords for their accounts.

Disney has apologized for the technical issues customers had; however, they don't claim responsibility for what's happened to user accounts. A spokesman for Disney+ responded: 'Disney takes the privacy and security of our users' data very seriously and there is no indication of a security breach on Disney+.'


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