Sharing experience with chat feature on MDE

[Boardwalk III]

Hi all, had an interesting experience with the chat feature on My Disney Experience last night & this morning. Thought I’d share in case it’s helpful. For some reason I cannot get the chat feature to come up on the DVC website anymore, even waiting for a long time, toggling between pages etc.

So I tried out the chat feature on the MDE app. Was needing to link a DVC reservation that MDE was not allowing me to link for some reason. In any case I started a chat at 4 PM yesterday, noting my specific problem. Got an automated message saying they were busy and it might be a wait. After about 20 minutes I gave up, but left my MDE app open.

At 10 PM last night I went back into it and noticed there were several responses. Even though I wasn’t communicating directly at the time, a CM reviewed my original chat request, and sent a response back saying she had corrected the issue and had linked the reservation. Unfortunately when I went to my plans page, refreshed etc. it still wasn’t linked.

So I responded with another chat note at 10pm mentioning this. Got a message saying chat was closed at that time so I figured I would have to start over today. However saw another message this morning that someone had looked at the chat at 6 AM this morning. I went back to my plans and the ressie is now there. I sent a final chat note saying the problem had been corrected. A few minutes ago while I was on MDE another rep popped in just to confirm I was all set. I did have direct chat with him for a minute.

So just sharing this to let you know I was impressed that even though there were a couple of bumps, cast members were working on my chat issue even though I wasn’t actively chatting with them. And they kept me informed via chat along the way over two days. Certainly seems to be a decent option for those issues that don’t need direct contact with MS!

 

[Sandisw]

Great! I don’t always think about it at first as to who you can contact but slowly learning unless DVC specific, try the other departments.

 

[pixieprincess925]

I had a conversation with MDE tech support folks last week. They mentioned that it's their department that supports the MDE chat, so it doesn't surprise me now when I hear they were fixing your reservation linkage in the background.
The thing is - I've seen somewhere where we're told to contact through the MDE chat even if we're trying to talk to the resort front desk. That doesn't seem helpful if they aren't actively responding to chats that come in and aren't even resort CMs.

 

[Boardwalk III]

I had a conversation with MDE tech support folks last week. They mentioned that it's their department that supports the MDE chat, so it doesn't surprise me now when I hear they were fixing your reservation linkage in the background.
The thing is - I've seen somewhere where we're told to contact through the MDE chat even if we're trying to talk to the resort front desk. That doesn't seem helpful if they aren't actively responding to chats that come in and aren't even resort CMs.

Interesting! Just to clarify, I believe they are actively responding to chats as they come in, but in my case the volume on the chat feature was so heavy on a weekend afternoon that it took them 2 hours to “actively respond “. Once they realized I was no longer actively engaged on screen they still left notes explaining what they were going to do which I thought was great. However when I responded the next morning to their overnight message a chat member immediately engaged with me as chat volume was then lower I’d guess.

 

[TLPL]

The time I tried using chat, the CM couldn't do what I ask them to do, and they have to submit a request on my behalf. I thought maybe they are not working at the regular MS department.

 

[foreUT]

If you needed to combine two reservations, I'm assuming that would still need to be done via DVC? Chat seems to be available on MDE today, but I can't even get DVC page to load, for some reason.

 

[Sandisw]

If you needed to combine two reservations, I'm assuming that would still need to be done via DVC? Chat seems to be available on MDE today, but I can't even get DVC page to load, for some reason.

If you have two reservations of the same room type in the same membership, chat can put in a request to have it done. Usually happens in 24 hours or so.

 

[kes601]

If you have two reservations of the same room type in the same membership, chat can put in a request to have it done. Usually happens in 24 hours or so.

But, doesn't it have to be DVC chat and not MDE chat? Responding based on the post you responded to as it indicates MDE chat availability and not being able to get onto the DVC site.

 

[Sandisw]

But, doesn't it have to be DVC chat and not MDE chat? Responding based on the post you responded to as it indicates MDE chat availability and not being able to get onto the DVC site.

Yes. The DVC chat, Sorry. I missed they were discussing MDE.