I'm a vacation do it yourselfer, but used DU on my last cruise with no complaints. Marla is our agent and is always very quick to reply and has been very helpful. We rebooked in 2012 and gave her name and DU again for our upcoming cruise (that won't be until 2015)
While still would prefer the ability to just pick up phone and call Disney, honestly speaking, I'm really not sure what I would ask
DCL if I called them. If DU wants to give me an OBC for booking through them, I'm in.
Yes, this winter when Disney releases 2015 cruises, I will stress for about a day about moving the cruise. However, I also know I'll probably have an email waiting for me confirming it's done before I wake up (west coast time here) and they are paying me on top of doing the work for me.
When you read most of the complaints about DU on the board, most of them generally follow "I tried to call Disney and they wouldn't talk to me and i didn't have a number to call anyone at Dreams....." Honestly, you're using an internet agency for the OBC. Disney isn't going to talk to you no matter who your TA is, and yes, you have to email DU, but you knew that going in. If you're that much of a control freak that you can't handle a one day email lag time. (BTW, Marla generally always replys ASAP) perhaps you should book direct or use a local
travel agent, if they still exist.
Lastly, there is a number to call for DU as I have used it to give them my credit card number when we changed our Mexico cruise to an Alaska cruise and our deposit increased by under two dollars and I was driving and not near a computer. (Yes, Disney would not let that two bucks slide)