"We had a technical problem on the attraction. Our ride vehicle bypassed most of the games, and just sat in the spot between screens. I had to really argue with a cast member to get a re-ride. He didn't believe me, because no one else in our ride vehicle complained. I can see his point, and I didn't understand why no one else said anything. I also imagine, with the wait times being so long, people may try and scam their way into an extra ride. Regardless, the ride did malfunction, and I did not appreciate that my legitimate complaint was dismissed. The cast member was not helpful or friendly. We got our re-ride in the end, but it was a negative experience.
When we had a similair problem later on at Universal's Islands of Adventure, we encountered a staff member who addressed our issue in a completely positive manner. That's right, when it comes to top-notch customer service, it's no longer a given that Disney is the best. In my experience, they weren't even close.
I also question whether this attraction needs a refurb. Maybe if the park had a decent number of rides, they could close Toy Story, but as it stands, with Star Tours being down, they need everything else up and running."
Unfortunately the cast at Toy Story have been told by their leadership that guest service is no longer priority, while all that matters is numbers. I've had multiple friends who have worked that attraction and all of them have told me that these directives come from the top of the park, Rilous Carter. Toy Story Cast have been told that they don't even have to smile at guest and some have been scolded for stopping to talk with guest.