Oh my. I enjoy MSC, and I haven't had any experience like that or what some other posters on here report. I guess I am one of the lucky folks. I'm booking another cruise with them now and again, no issues. I don't even have to wait long for a CS person to answer the phone whenever I call. And, for my bookings, I don't have to call frequently. I book what I want or need usually within just a couple calls and then enjoy the count down to sailing. I book direct with all cruise lines that I sail with. No issues with any of them actually.
Well, happy sailing to you and everyone else out there. I love cruising!