Yes, we have had an experience of a very quick response from Guest Relations to a letter I sent (though not an email or online comment and this was addressed to Epcot Center Guest Relations, not WDW im general). We took a quick weekend trip to WDW in October over Columbus Day weekend and on our last night went to Epcot intending to see Tapestry of Nations and Reflections on Earth for the first and probably last time (fortunately, they have been extended through this year). About 7:00 we went to the Universe of Energy thinking we had enough time to take that ride and make it over to World Showcase in time to get a good spot to see them both. We didn't time it too well I guess, as we had to wait a while for the preshow to start and didn't get in to the main show until after 7:30. As it turned out the dinosaur portion of the ride broke down about half way through and we ended up stuck there until after 8:30 when the maintenance crew was abe to get us out through a side door.
We finally made it over to World Showcase just in time to see ROE but missed TON and couldn't really see much as there weren't any good viewing spots at that point. Anyway, we had a really good trip otherwise and we weren't really that disappointed missing the rest of the ride as we had seen it before (and it was kind of cool being in the dinosaur section with all the lights on as we got a little glimpse of the attraction behind the scenes) so I almost let it go and didn't say anything. But when I got home, I decided to write a note syaing we had a great weekend but were disappointed it ended on a down note by missing TON and not seeing ROE very well. I didn't really expect to get anything in the way of tickets or anything like that since we did have a great day in the park and things like that happen with computer operated rides, plus everyone at the attraction had been really nice and helpful during the delay, but I wondered if we might be able to get into the special viewing area for Illuminations I had heard about (near the Rose and Crown I believe) sometime during our next visit (end of February) since we had missed most of it, due to the ride breaking down. Well, a couple of weeks later, I got a phone call from Epcot Guest Relations, saying that not only could we get into the special viewing spot, we would get complimentary tickets for a day at Epcot for the 4 of us. No way did I expect anything like that, but it does show that Disney cares about their customers and will try to make up for even such a slight inconvenience as we had.
Not sure if this helps, but maybe a letter will generate a faster response than an email or survey, though I don't know why the media you use should make a difference.
Ted
[This message was edited by TedO on 01-17-01 at 12:27 PM.]