WDW Summary of NEW DAS changes and Disney Genie - Post ONE is an updated summary

[sandlsmom]

Yep, as I figured, they shut down the lines after we waited for 10 hours
What on earth are they doing to cause such long waits? Isn't it just an explanation on why you need DAS? Are they wanting everyone's life stories or something?

 

[jlundeen]

The latest wrinkle? Clicking on the Chat button takes you not to the chat window, but instead to the Disney.com website home page... I didn't think that this could be any more frustrating, but yet, they have found a way to mess it up even more,

 

[Splashboat]

The latest wrinkle? Clicking on the Chat button takes you not to the chat window, but instead to the Disney.com website home page... I didn't think that this could be any more frustrating, but yet, they have found a way to mess it up even more,

I got the same thing this morning from my Chromebook. (Got out and back in several times but always the same)
So I got on my phone and after 20 minutes waiting for a chat to start, an error message popped up and knocked me out. I was able to get back in on my phone and it put me back to my initial wait time of 7:17 but I'm not optimistic.

 

[jlundeen]

I got the same thing this morning from my Chromebook. (Got out and back in several times but always the same)
So I got on my phone and after 20 minutes waiting for a chat to start, an error message popped up and knocked me out. I was able to get back in on my phone and it put me back to my initial wait time of 7:17 but I'm not optimistic.

I sure hope you have better luck than I did, I have tried on all of my devices including my phone and I still get routed to the Disney.com website. I've rebooted, dumped my cache, and logged again in to refresh. I'm just not sure what else I can do. It has to be on Disney's end.

 

[Splashboat]

I sure hope you have better luck than I did, I have tried on all of my devices including my phone and I still get routed to the Disney.com website. I've rebooted, dumped my cache, and logged again in to refresh. I'm just not sure what else I can do. It has to be on Disney's end.

I got knocked out with an error message again but when I went back in I was able to get into my original chat time. I am going to keep waiting because this is my morning off and my son is with me. I will post back if it worked or if it was all for nothing. Seems odd that so many others have had no issues connecting.

 

[Splashboat]

Just tried to call technical support while I wait and the estimated wait time is 149 minutes.

 

[jlundeen]

Personally, I think that they have severely under-staffed this. In the 5 times that I have now tried - unsuccessfully - I have gotten the same 1st agent (Nathaniel) 4 times. Maybe they were caught thinking not that many would want to take advantage of this, but for whatever reason, I would not put it on the list of Disney's greatest hits.....

 

[SueM in MN]

Personally, I think that they have severely under-staffed this. In the 5 times that I have now tried - unsuccessfully - I have gotten the same 1st agent (Nathaniel) 4 times. Maybe they were caught thinking not that many would want to take advantage of this, but for whatever reason, I would not put it on the list of Disney's greatest hits.....

someone posted on another thread they were told that 800 virtual chats were being processed per day. I think there were not enough people to handle the volume and I think they started with too big of a time period - people coming to a park in the next 2-30 days is a big number

 

[Splashboat]

I am waiting for the video chat portion but I keep getting an error message and need to sign back in. (Waiting for the video chat for 15 minutes) Did that happen to anyone else?

 

[jlundeen]

someone posted on another thread they were told that 800 virtual chats were being processed per day. I think there were not enough people to handle the volume and I think they started with too big of a time period - people coming to a park in the next 2-30 days is a big number

Of those, I wonder how many are successful.... all the way through the process.

 

[jlundeen]

I continually got an error message that said something like "Your verification code has expired. Click below to reload the conversation" with a RELOAD button. It would reload whether I clicked the button or not... and yes, I did continually have to re-log in to the Disney site.

 

[SueM in MN]

Of those, I wonder how many are successful.... all the way through the process.

That was the ones that completed the process.

 

[Splashboat]

I actually got though and was able to finish. I literally got kicked off during the chat while setting up choices twice but when I logged back in I was able to get right back into the same chat. Took just about 3 hours from getting in this morning but I am all set. Good Luck!!

 

[sandlsmom]

SUCCESS!! My husband got up and went to the screen he still had up from when they closed on him last night and hit start. It showed as processing until they opened at 7am. He was in chat by 7:45 which took all of 2 minutes. Then he was transferred to the text chat for pre-selection. All together he was probably on the phone for around 2 hours but that included being in the window prior to them opening. MUCH better than the 10 hours yesterday!!

 

[jlundeen]

I still cannot get the REQUEST VIDEO CHAT to launch the chat window.... anyone else still getting that? I've rebooted, dumped cache, tried two different browsers, 3 different devices, 2 different WiFi.....

Probably too late in the day now even if it does finally open....

 

[jlundeen]

I still cannot get the REQUEST VIDEO CHAT to launch the chat window.... anyone else still getting that? I've rebooted, dumped cache, tried two different browsers, 3 different devices, 2 different WiFi.....

Probably too late in the day now even if it does finally open....

UPDATE: Tried calling Disney Help Desk... they said they had gotten few other calls on this, and they cannot fix it - it needs the IT Gurus to do something, so she took my name, number and email and hopefully can escalate it so maybe it will get fixed with a little pixie dust overnight.... I'll let everyone know if/when I can get in again.

Hope everyone else who is trying is having success!

 

[Splashboat]

UPDATE: Tried calling Disney Help Desk... they said they had gotten few other calls on this, and they cannot fix it - it needs the IT Gurus to do something, so she took my name, number and email and hopefully can escalate it so maybe it will get fixed with a little pixie dust overnight.... I'll let everyone know if/when I can get in again.

Hope everyone else who is trying is having success!

I feel your pain. Fingers crossed after all your attempts I hope they can help out.

 

[caitlinlikesgames]

Has anyone had them respond when the person the DAS is for isn't there? If so, how do they handle it?

Background: This is my third day trying to connect via chat. The first day I started at 4pm, when our DAS-eligible family member got home from school, but they cut me off for the day at 10 something. Yesterday I tried to get a head start and signed on around 10:30am, but I missed a response at 4:30pm because, you know, life? I rejoined right away but got cut off after 10pm again. Today I'm trying to get a head start and started chat at 7:30am, but if DAS-eligible family member is still at school and they respond, I'm wondering if they'll help in some way other than starting chat queue all over again.

 

[jlundeen]

I know you are all sick of seeing me here.... and believe me, I'm sick of posting my connection issues... sorry... skip if I'm too annoying.... Grasping at any idea or thought here. Trip is 17 days.....

Can I ask what kind of devices folks are using right now that is actually getting the Chat session screen to come up when they hit "Request Video Chat?"

I'm using desktop with Google Chrome, have also tried Windows Edge. And I even tried an incognito session to see if it would work to get me in.... I tried on tablets, phone and Chromebook... all Android or Google products.

Tried from home wifi, over phone, and from computer repair shop wifi.....I even had a family member try their account....

Still today getting the Disney.com home page when I try to initiate the chat. Helpdesk yesterday was no help, wrote to the Disability email - they MAY get back to me within two weeks...

Anyway - just wondering if the Apple products are more successful?

 

[caitlinlikesgames]

I know you are all sick of seeing me here.... and believe me, I'm sick of posting my connection issues... sorry... skip if I'm too annoying.... Grasping at any idea or thought here. Trip is 17 days.....

Can I ask what kind of devices folks are using right now that is actually getting the Chat session screen to come up when they hit "Request Video Chat?"

I'm using desktop with Google Chrome, have also tried Windows Edge. And I even tried an incognito session to see if it would work to get me in.... I tried on tablets, phone and Chromebook... all Android or Google products.

Tried from home wifi, over phone, and from computer repair shop wifi.....I even had a family member try their account....

Still today getting the Disney.com home page when I try to initiate the chat. Helpdesk yesterday was no help, wrote to the Disability email - they MAY get back to me within two weeks...

Anyway - just wondering if the Apple products are more successful?

Chrome on my PC