Chat is not the same anymore, and not for the better.

[VGCgroupie]

I’m not sure why anytime something we don’t like happens with DVC the auto reaction is if you don’t want to pay more dues put up with it.

 

[Brian Noble]

That argument isn't wrong.

Of course, I might rather pay for service that costs more and is arguably better. DVC is not trying to position itself as a midscale timeshare brand, and if it costs a little more not to do that, so be it. But, I am still going to be paying for my share of the human on the chat.

 

[Brian Noble]

...and this is also why DVC rarely hits exactly what any of us would prefer. Some of us would be wiling to pay more for e.g. more frequent refurbishments, or higher quality (more expensive) materials, etc. Others would rahter dues be a little bit lower in exchange for less-frequent updates, etc.

I happen to think the refurbishment cycle is a little too aggressive. But I also live in a house that is nearly 100 years old with appliances last replaced 15-ish years ago, and kitchen counters older than that. In other words, I can live with wear and warts. Others might not want to do that.

I will confess that the lack of ice makers in the apartment-sized fridges annoys me to no end.

 

[Sandisw]

I’m not sure why anytime something we don’t like happens with DVC the auto reaction is if you don’t want to pay more dues put up with it.

DVC can’t charge more for their services. We pay them 12% of the operating costs and those go up yearly based on each line item.

So, we wouldn’t pay more but DVC gets to decide how they choose to use their funds to manage the program.

All one can do is share your frustration with DVC that replacing chat with AI at times….decreases its usefulness and will increase call times.

There are good programs though. The CRM program we use at work has one and it can pretty much answer any question about the system in anyway we phrase it.

It’s too bad that the one that seems to be in place isn’t that.

 

[808blessing]

I am going to get my money’s worth and call with a list of things for MS to act on in the meantime. Like I did yesterday.

Also ideally would like a regular survey or input taken from all members to membership on our preferences to spend the 12 percent even if they aren’t required to do so. It’s good to know they attempt to listen. Maybe we will win some as “they” would actually know their clientele. “Focus group” input is not enough.

 

[sndral]

With a blended increase of 6.38%, the 2026 dues jump is noticeably higher than many previous years. Historically, annual increases often fell in the 3 %‑5 % range. For many members, this means higher carrying costs for their membership than in recent years.

Sure, raise my dues even more just to interact with a human, I'll pass. If there’s extra money in the budget, put it toward the resort amenities.

Here’s a historical breakdown of MFs increases https://www.dvchelp.com/page/maintenance-fees-current-and-historical
While the 2026 % increases weren’t as brutal as 2019, except BLT’s 2026 increase of 9.1% , I still miss the halcyon days of 3% increases.

I think we can have dues stay at their normal growth rate and also have the live customer service weve been accustomed too and thats really what we should be expecting and asking for.

Not Disney needs to raise the dues to continue whats already being paid for and id rather not pay more so bots it is! I dont think we should just be complacent and think it’s either a dues raise or worse service for us.
…

I pointed out above that chat is a relatively new feature. While new DVC members may be ‘accustomed’ to chat, for the majority of DVC members chat is a new toy, & like all things DVC will likely evolve & change - the only medium of communication that’s been there since the beginning is live CMs via phone calls, the introduction of online booking 14 years ago really moved the needle because you could book yourself & not face lengthy hold times IMO.
Given Disney’s sub par tech, I’m not convinced that making chat great is worth pursuing. Moreover, I’m not convinced that throwing money at chat would enhance the platform, miscommunication happens often because we impute incorrect motives as happened in this thread, it happens in face to face conversations, misunderstanding arises in phone conversations, in emails & in chat likely because texting is very literal & abbreviated & a lot is ‘lost in translation’ compared to in person or phone conversations.
If Chat takes the pressure off the phone CMs, reducing hold times, etc., that’s a good thing, but it seems to me expecting it to answer ‘what if’ questions is beyond what the platform is designed for - an email might be a better way to get that query answered if the goal is to have something in writing in anticipation of future issues.
I also don’t see the issue w/ a virtual initial sorting - isn’t that the same thing as when I call DVC or any business getting the phone tree, if you want X press 1, if you want Y press 2, etc..

 

[Girlstar30]

Here’s a historical breakdown of MFs increases https://www.dvchelp.com/page/maintenance-fees-current-and-historical
While the 2026 % increases weren’t as brutal as 2019, except BLT’s 2026 increase of 9.1% , I still miss the halcyon days of 3% increases.


I pointed out above that chat is a relatively new feature. While new DVC members may be ‘accustomed’ to chat, for the majority of DVC members chat is a new toy, & like all things DVC will likely evolve & change - the only medium of communication that’s been there since the beginning is live CMs via phone calls, the introduction of online booking 14 years ago really moved the needle because you could book yourself & not face lengthy hold times IMO.
Given Disney’s sub par tech, I’m not convinced that making chat great is worth pursuing. Moreover, I’m not convinced that throwing money at chat would enhance the platform, miscommunication happens often because we impute incorrect motives as happened in this thread, it happens in face to face conversations, misunderstanding arises in phone conversations, in emails & in chat likely because texting is very literal & abbreviated & a lot is ‘lost in translation’ compared to in person or phone conversations.
If Chat takes the pressure off the phone CMs, reducing hold times, etc., that’s a good thing, but it seems to me expecting it to answer ‘what if’ questions is beyond what the platform is designed for - an email might be a better way to get that query answered if the goal is to have something in writing in anticipation of future issues.
I also don’t see the issue w/ a virtual initial sorting - isn’t that the same thing as when I call DVC or any business getting the phone tree, if you want X press 1, if you want Y press 2, etc..

Ive always had any question ive had answered by a live person thru chat until recently. The only time I actually had to call was for one time use points or transfers, not for an explanation of something I didnt know and ive chatted with them many, many times.

The names of the people that help on the chat are still listed as the same people as before so if it is a bot, I find that interesting.
 
I gave up on chat a while ago for 90% of my ms interactions, not because of them not understanding what im saying, but because of how much slower it was since theyre talking to other people besides me at the same time and because the phone cms are much more personable and sympathetic for unusual circumstances or requests.

But I still want the chat feature to be a competent person to respond to simple questions like how many one time use points do I have left to purchase where a phone call shouldnt be necessary and I dont think dues should go up with that pretty low expectation. It is a waste of time and money to initialize chat and then have to call anyways and I dont think they should use ai in its infancy, I am positive once its more developed it will be able to do and comprehend just about anything a person can which to me is sad, but at least helpful and not a waste of time

 

[Sandisw]

It’s also possible this is a test to see how it could work and not a regular thing.

 

[VGCgroupie]

It’s also possible this is a test to see how it could work and not a regular thing.

All the more reason to not just accept it if one isn't happy with how it's working for them. I am always for make your feelings heard and let them do with that what they want.

 

[Sandisw]

All the more reason to not just accept it if one isn't happy with how it's working for them. I am always for make your feelings heard and let them do with that what they want.

Just got done requesting a merge and I had a real person. So, today, it worked like it always have for me.

 

[Debbie Jean]

Just got done requesting a merge and I had a real person. So, today, it worked like it always have for me.

I had exactly the same experience about 2 weeks ago and the merge showed up as usual a few days later.

I’ve not experienced the DVC version of chat AI customer service though I have with other companies. Not a fan since the responses seem to derive from keyword searches of FAQ’s which I can find myself. If I need customer service, it’s usually for something more complicated. Found that calling straight off actually saves times. I expect if I had a more complex DVC question, I’d skip the chat and just call.

 

[Cyberc1978]

I haven’t experienced the DVC AI yet however in other situations when I used a chat on a website and an AI starts to “help” I just write “live agent”

That normally summons a real person. Did anyone try that?

 

[Sandisw]

I didn’t need to mention live agent because after I chose My Current Reservation. I was automatically sent to a CM.

 

[VGCgroupie]

I haven’t experienced the DVC AI yet however in other situations when I used a chat on a website and an AI starts to “help” I just write “live agent”

That normally summons a real person. Did anyone try that?

I didnt ask because I thought I was just talking to a human that wasnt trained all that well I didnt know I was speaking to an AI bot.

 

[Sandisw]

I didnt ask because I thought I was just talking to a human that wasnt trained all that well I didnt know I was speaking to an AI bot.

One thing I did notice…forgot to post…was that when the window opened, there is new language about chat, its purpose and something to do with signed contracts and the POS.

It said “virtual assistant” and then said “before we route you to a cast member, enter your name.”

Once I did that, it said . You are now chatting with…”

So, it will be interesting to hear reports of how often people are getting the virtual assistant before going to a live person!

 

[uncforever]

I tried chat today (from the helpful tips in my phone vs email thread) and it was a real person. I had questions about banked points still showing up even after I thought I'd used all my 2025 points. It was because I had modified a reservation and received banked points back. The online chat asked for my first question and I was immediately connected to a live person. They figured it out and fixed it within a couple of minutes, no issues.

I don't know if my more complicated question recognized to route me right away to a person or what. I did put the whole question there on purpose. I suppose if I'd just said something simple like, question about banked points, maybe it would have kept trying with the virtual/AI help.

 

[VGCgroupie]

One thing I did notice…forgot to post…was that when the window opened, there is new language about chat, its purpose and something to do with signed contracts and the POS.

It said “virtual assistant” and then said “before we route you to a cast member, enter your name.”

Once I did that, it said . You are now chatting with…”

So, it will be interesting to hear reports of how often people are getting the virtual assistant before going to a live person!

I did get virtual assistant in the beginning and then it said being transferred.