I have either got no repose, or they send me to Guest Services.
They almost always say I need to call
Agreed, I’ve only used it once and they told me to call.
I know @jeff_az has had good luck with them, but my experience has always been that I have to call to get whatever resolved.
I used it in October while we were at ASMo. I could not get bell service to answer the phone so I used chat to ask them to send my luggage to the room. Sent the message at 2:36 PM. Got the response “Thank you for your message. A CM will be with you as soon as they become available.” At 8:21 AM the NEXT DAY I got a response that the conversation had been resolved. I never got any other response. I used the chat on a Disney cruise in the days after that hotel stay and they were super responsive and got back quickly.
I used it once from home with a question about G+ showing on my account. I asked at 7am on purpose to see what the response time was like at the critical hour. Got an answer around 10:30am.
It worked great in May. In October, I was getting ridiculously long wait times as others have shared. Totally useless.
The one that finally did respond to my chat inquiry - after 2 hrs - the one time said to call Guest Services and that they can’t help with most things on chat.
The one time I used it, they told me they couldn’t help me and I would need to call.
I find it to be mostly useless. I used it on my most recent trip twice.
The first time I put in a message because everything unlinked from my account somehow. I put in a request at 1:07pm and got connected to someone at 4:49…who then messaged me nonstop until I got back to him.
The second time I put in a message because I was at medical and needed to cancel a same day dining reservation - and the phone wait was 2+ hours. I put in the message at 10:07 and heard back at 1:59pm. I modified and cancelled on that one, to resolve it myself.
My favorite (said with much sarcasm) part was this response I received
Dude, it isn’t technology…it’s Disney IT.
I have found it helpful but you do have to wait a while for a response and they can see your previous exchanges so you don’t have to repeat every each time. They helped me when the ADR system was being difficult.
I asked for a list of the capacities for the suites in each resort. Some are visible/bookable on MDE, but several are not. We travel in a big group, I like to know my options. At first I was told I had to call in to ask about availability. I hadn’t even mentioned availability, just capacity. So I clarified that I was asking about capacity only. I was told I had to call in for that too, they only have access to the information on MDE.
I might be able to get you that info. I’ll check and get back to you.
Sick and wrong that they can’t point you to it. Chat is rubbish. Pure rubbish.
Yes, it’s very basic information, or so I thought. Ridiculous!
so uhhh… why are you asking, exactly? (If this were anyone else, I likely wouldn’t ask )
Anyway, I’ve always had great luck with chat (when it’s active). I mostly use it when needing to speak to DVC peeps. I don’t think I’ve ever had a problem that couldn’t be resolved over it, or at least not one I remember I wasn’t expecting I’d need to call anyway for.
I love it for when I don’t have hours to sit on the phone and listen to the same 2 minutes of phone marketing on repeat for those hours, but I am going to be chained to my computer for the time (read: work multitasking).
I’ve found DVC chat much more helpful than regular WDW.
Except that it isn’t functional at this time
Yeah availability of chat is exceptionally spotty.
I actually used it (again) today. I knew if I called, I’d be on the phone for hours that I didn’t have today. I typed in chat at 11a that I was concerned my Dolphin res continuously drops off of MDE and I find it concerning, especially when I go to make ILL reservations day-of. At 2:52pm, a CM responded, saying she’d “open an IT ticket” with my issue. I never saw her message. She checked back a half hour later. Never saw it and she marked the conversation “resolved”. Hopefully it will actually get resolved, but not getting immediate help like years past is not comforting.