Disney has shut down POTCO Call Center

[Roger Sharkshot]

Well lets see I might have to come back from my sorta of unnoticed absence from the game if they put in some more stuff.

[isnear]

Today, I noticed the online text chat support was down... the message was "SORRY! Chat is Not Available Right Now" then they gave the operational hours below that. This message was being displayed midday, right smack in the middle of their published operational hours.

So I went back to the Support Link and indeed found they had new hours and a new phone number. I called it and it appears, although I am not certain yet, to be the same support department.

I'll call again tomorrow and find out for sure, because earlier this month they said they were increasing their communication lines between departments, and I want to find out if this new policy is still true, as well as get some feedback on whether others are getting kicked out of the game every half hour as does my account. (unexpected disconnection, you know the message, the one that doesn't generate any bug report, even though it is UNexpected... -- it happens to me at least once every half hour.)

[combatlizzy]

The game is not dying-the Mouse is just re-vamping stuff like the future change-over to browser instead of launcher. The economy has affected us all & every company is doing make-overs to adjust & to stay competitive in the market, even if, the changes do not make us all happy campers. Am I a happy camper? Ask me that again when the launcher is discontinued-LOL

[isnear]

Okay.... this comment here should be the final one on this thread.

There are some changes at the Call Center... sounds like the personnel are all still there, but they are assigned more specialized tasks, focusing on fewer games per person, which I believe will indeed result in better phone support overall. They did change phone numbers, probably for that same reason. We've posted it here already, but once again, it is Phone: 1-888-507-9507. Their hours have changed as well -- they close a half hour earlier, as they have meetings now at the end of the day, which IMHO will result in better service to us. Their new Service Hours: Mon - Fri: 8:30am - 5:30pm (PST) <-- they mean PDT of course.

I got a little double speak when I asked what happened, that is, why the first phone message didn't give another number and the website removed all phone support information for a day. No doubt they changed their minds a couple of times within two days, but the final outcome seems to be a good thing.

So, that's it. I don't want to hear follow-ups from people who say "I told you so" because I go by facts not feelings, and for a moment there, I am quite convinced somebody at Disney said FINI to the call center, as all evidence supports that theory, then that order was belayed. Whatever the reason they said the only way to contact them was by email then the next day they have a new phone number to contact them is now moot. THE CALL CENTER HAS RETURNED.