Well I'll start off by letting all know that I have yet to arrive so this is more of a customer service review.
Today I was trying to reserve my starting park for my parkhopper passes for Thanksgiving week. I received a call letting me know to make my selections as "Days for next week are already selling out!" Ok so there is some urgency here, I go onto my Disney app and can not find the passes anywhere, I go online and the same. I find the package in my hotel reservation, but other than listing that I have indeed purchased park hopper passes, none are to be found. I start a chat under the "Chat with Us" link; automated response and question as to whether I'm on property or not (maybe select yes?) I respond with no, and the next automated message asks me what I need assistance with...I relay the issue and after 30 plus minutes I end the chat because, no response...I call Disney, the message relays that they are experiencing unusually high volume (unusual for winter or thanksgiving or during covid???) and the message asks me to use the chat on the app and then promptly provides no other option (no buttons work at this point the only option is to hang up and end the call). So back to the chat with the same result only I don't end the chat...while waiting for a chat response, I decide that maybe I am close enough to next week to go ahead and confirm my hotel stay, so I enter all of the required information and my stay is confirmed...and my hopper passes are now available to me to reserve my dates, and due to the fact that I'm staying at a Disney Hotel none of the days are sold out (though if indeed you are not; they are)...
Happy ending with a lot of unnecessary trial and error on my part...
But here's the topper, 5 hours after my first "Chat" and 4.5 hours after my second "Chat" I got a response to my chat.
I mentioned that they need to get their $ (yes actually the dollar sign) together; informed Rebekah that I understood that this was not a her issue and asked her not to take offense, relayed my experience, and the fact that after spending very close to $1k per day between hotel and park tickets for my son and myself, that the customer service overall was lacking. The "Chat", again titled "Chat with Us" on the app, being the only option that Disney had as the phones did not allow for human to human or even AI interaction was lacking. She kindly informed me that "this is not a Chat; this is a message service." and kindly disconnected the session.