PRINCESSES Bad Online Customer Service

[billet]

No, because those sometimes go into spam. Most people are used to and expect an actual response within days not weeks, from any company offering email as a way of communication. That time frame is unacceptable because they sell a good product so their complaint department should not be busier than others. Maybe they don't expect anyone to complain, so allocate little staff to that area. We are NOT all 'take/accept it because it's Princess travelers', so this would be a area Princess needs to work on. I know of only a few who would think that spam reply or time frame is acceptable and shouldn't be a true area of concern...JMOP!

 

2-4 weeks or longer to get an answer in this day and age. That thought place an ocean between cutomer and service. It was nice when they were together. Are they hoping you just forget:confused:

 

Did you actually read the whole of the quoted automated reply? They explain exactly why it takes so long and what to do if you need a quicker answer and as I said they did call within the timeframe so I do not think there is any desire for forgetfulness. :)

 

If the automated reply is going in to spam then so will the proper email response since the 'from' address and title are the same, so for those who complain about a lack of response they will never see any response - that is an email issue for the client not the business.

[DrivesLikeMario]

OP - What are the questions? I'm sure people here could help you.

[kooljamming]

Did you actually read the whole of the quoted automated reply? They explain exactly why it takes so long and what to do if you need a quicker answer and as I said they did call within the timeframe so I do not think there is any desire for forgetfulness. :)

 

If the automated reply is going in to spam then so will the proper email response since the 'from' address and title are the same, so for those who complain about a lack of response they will never see any response - that is an email issue for the client not the business.

 

Princess has poor especailly after cruise customer service. It's been stated here by many even my TA but defended by a few. It took six weeks to get a reply to an issue of a staff lying to me. Yes, I called the Princess CSR first who told me to email.

 

Would you like someone knowing take a picture of your cleavage exposed:eek:, (just imagine) told you that the photo would be deleted and not printed then put it on display later. I offered to be the first in the gallery if the pic was going to be printed. He said NO, I will delete it NOW! You walked in the gallery and everyone is smiling and pointing like a wave showing where to look first. Should an issue like this take 6 weeks to say sorry this happened, affected your cruise and not a apart of our entertainment. The actul response was heart warming and would have been much aprreciated in a timely matter. Maybe this in not quite a legitimate complaint or conern.

 

Now it's kinda funny, talk about dress code malfunction:) It wasn't quite the Janet Jackson malfunction but in my world, pretty close because I am the shy and reserve type:D.

It was not so much the pic but the lie of saying I will delete it NOW!

 

For future reference, who do you call for faster reply?

[G'ma]

I'm booked on a 7 night cruise this Sunday out of San Juan on Princess,, and we're even staying in a suite and twice I've sent an email to the online customer service dept. at Princess.com and I've never gotten a reply on either. I did however get an automated acknowledgement, so I know it was received. Yesterday, I even sent a 3rd email, mentioning all of the above, and still NO REPLY.

 

Its horrible that their online customer service department doesn't even understand what customer service is. I suppose I'll have to write a letter to their headquarters. I think that this department is putting the company in a very negative light. If they don't even reply to my basic questions, they certainly aren't going to reply or do whats necessary when a problem or issue of importance comes up.

 

Most all questions can be answered on their website by browsing around it. If it's a question other than the cruise itself, google it....

 

Be proactive, take control of your own questions and do some research.

[WeBeGone]

I'm booked on a 7 night cruise this Sunday out of San Juan on Princess,, and we're even staying in a suite and twice I've sent an email to the online customer service dept. at Princess.com and I've never gotten a reply on either. I did however get an automated acknowledgement, so I know it was received. Yesterday, I even sent a 3rd email, mentioning all of the above, and still NO REPLY.

 

Its horrible that their online customer service department doesn't even understand what customer service is. I suppose I'll have to write a letter to their headquarters. I think that this department is putting the company in a very negative light. If they don't even reply to my basic questions, they certainly aren't going to reply or do whats necessary when a problem or issue of importance comes up.

 

duh - PHONE - especially if you're in a short time frame. Don't knock customer service when you choose the wrong avenue of communication.

[jsiegel]

Last time i emailed Princess (about a month ago) the automatic email acknowledgement said that someone would contact me within 2 weeks. A CSR phoned me after 8 days.

 

I had the same experience. I emailed Princess just to commend them on a policy. I didn't expect a reply. Got the automatic email and then a couple of weeks later I got a phone call. I thought that personal touch of calling me was above and beyond.

 

Jackie

[billet]

Princess has poor especailly after cruise customer service. It's been stated here by many even my TA but defended by a few. It took six weeks to get a reply to an issue of a staff lying to me. Yes, I called the Princess CSR first who told me to email..........

 

For future reference, who do you call for faster reply?

It was the after cruise customer service that responded so well, as it appears to have done for a number of others on this thread. I am sorry to hear it did not work out for you. I have never needed to call for a faster reply to my email. If I did I would dial the numbers given in the automatic response (see my previous post)

[MBP&O2/O]

Equally - email = audit trail.

At least if you have an answer in writing then they can't really deny it .... or can they?

I have asked a couple of questions via the UK address and always had a quick reply. Again I answer the reply - just to say thanks .... 5 seconds for a bit of godwill.

Also available via the Princess website is a company called Cruiselineformal ...

P placed an order with on 03 November and received an 'auto response' saying my order would be processed within 5 days and I would receive a formal reply ..... and bill :(

Five days passed - no reply

Emailed them - no reply

Seven days passed - still no reply

Emailed again - and received a telephone call from Miami saying 'yes they had the order but that they weer out of stock on the wjite tux'.

The tone of voice was that this was my fault and no alternative was offered. I said I would accept a black one instead/

I am still waiting for an official confirmation - so perhaps Princess aren't as bad as the companys they 'promote'.

They are certainly better than my TA!

I reported them to ABTA because I suspected they were overcharging me and they wouldn't answer emails. I had a very nice snail mail letter from ABTA saying 'sorry about the delay - they won't answer us either!'

 

C'est la vie:cool:

[jsiegel]

Seems like possibly where Princess is falling down on customer service is in regards to their contracted 3rd party vendors. Are the photographers on board Princess employees or a vendor? I know I had problems with the internet cafe guy and interpretation of benefits. Got no resolution from Princess. Found out afterwards (thanks to some of you Cruise Critic folks) that they are independent contractors. Princess needs to take more resonsibility over the actions of their vendors or find new vendors.

 

Jackie

[caribill]

Are the photographers on board Princess employees or a vendor?

 

We asked during the Ultimate Ships Tour. They, like most personnel on board from Captain to laundry room, have contracts directly with Princess.

[spongerob]

I see that the OP has not made another comment since posting at 2 pm yesterday

I think they're on their way to San Juan today. Reading the OP's previous posts, it sounds like she was anxious to know their ship would be docked in San Juan so she could be sure to tell her car service driver.

 

It would be nice if Princess could provide some Home Port guides so that it would be easier to figure out where the ships actually dock.

 

I have to say that the few times I have had to contact Princess CS, I've been satisfied with the responses. Then again, I've never had a photo taken with the <<ahem>> barn door open either.

[Crown Prince]

My thoughts exactly. Sometimes, for whatever reason, it's just easier to send an e-mail. If you don't have the resources to answer your customers' e-mails, then don't have that feature on your website. I've also found their online customer service department to be non-existent.

 

The fact is, that there is NO On-Line Customer Service nor Customer Assistance. The only e-mail address listed on the Princess Website is for "Customer Relations."

 

Customer Relations ONLY handles Post-Cruise situations and problems.

 

Everyone who is a Cruiser knows that the 800- line for all cruise lines works just fine. Princess answers the phone from 5 AM to 10 PM, Pacific Time.

;);):cool:;);)

[Crown Prince]

I disagree :). When I emailed I thought that the automatic response (part of which is copied below) was very reasonable and they did follow up within the time period. I just wonder if people ever read the automatic responses before screaming 'lousy service'."

Your email will be reviewed and assigned to one of our Customer Relations Specialists for research and response. In most cases we are able to respond to you within 2-4 weeks, however some cases may take longer.

If your email is regarding a pre-cruise question or concern, we encourage you to call us to ensure your question or comment is answered prior to your cruise. If calling from the U.S. please dial 1-800-PRINCESS and select option 3. For calls originating from outside the U.S please. dial (01)661-753-0000."

 

Calling works faster and easier. Having a conversation in writing does no good. What 'cha gonna do - sue ?

 

:eek::eek:;):eek::eek:

[Katie333]

spongerob, Princess does post that info on their website (embarkation ports). Unfortunately the port guides only appear on some of the cities:

 

http://www.princess.com/learn/ports/embarkation/index.html

 

And billet, now that I've seen the auto response, I agree that the OP (and anyone else) doesn't really have too much to complain about with turn around on emails.

[flintg]

I have actually emailed Princess CS in the past. And I must admit, when I had a legitimate question, I usually receive a response within 24 hours. So, I can't complain about their email or them responding. Not sure why the OP did not get any answers to his/her repeated emails???

 

As said previously though, if I had not received a response, I definitely would have picked up the phone or written a letter (if there was time), if it was important.

 

Glad you have had luck! To my 3 e-mails regarding lost luggage, I got an automatic response thanking me for the e-mail and telling me it would be answered in 2-4 weeks!

 

Have written 2 letters and neither has been responded to.

 

Phone calls are the only way you MIGHT receive an answer to your question.

 

It is sad that the crew and everyone below Corporate level goes out of their way to be helpful only to have the suits screw things up!

[cacy6893076]

the reason I like emails vs. phone calls, you have writter documentation of what transpired. How often have you had an issue (not necessarily Princess) where someone said X, but when you started the service, they provided Y and you could not prove what was told you in the conversation?

 

Believe me, written is 10 times better than verbal in a dispute.

 

To take 2 weeks to respond is nuts. If the issue requires more time, at least a follow up response to advise writer of expected time frame would be considerate.

 

This is exactly why my previous post re: fax numbers.... because I interpreted that the op would prefer something "in writing" than a "non-verifiable" ( in court, what-have-you) verbal answer....again, quicker sortng to this/that dept. is done via fax and you will still have a written response in the end. To prefer to have it is writing is strictly personal preference and should be honored and will be within the time frame suggested in the auto-repsonse.. Just suggesting quicker response time for that reason, if you want it in "printable" form. Think of it like a triage unit in a hospital, though, the most emergent cases are seen to first, ideally.

[flintg]

spongerob, Princess does post that info on their website (embarkation ports). Unfortunately the port guides only appear on some of the cities:

 

http://www.princess.com/learn/ports/embarkation/index.html

 

And billet, now that I've seen the auto response, I agree that the OP (and anyone else) doesn't really have too much to complain about with turn around on emails.

 

I disagree. When you can call one day, get an answer and call 2 days later

and receive the exact opposite answer one in writing can go a long way

in arriving at a correct answer. No, you are not going to "sue"! If they even bothered to read the e-mails first it would be apparent which are

important and which can wait! Its like "we have your money, now shut up"!

[calcruzr]

The address listed for Princess in post#2 should be Santa Clarita, not Santa Clara. Those two towns are hundreds of miles apart, so your response will take even longer than you thought!

[Cruisin' Chick]

I think they're on their way to San Juan today. Reading the OP's previous posts, it sounds like she was anxious to know their ship would be docked in San Juan so she could be sure to tell her car service driver.

 

It would be nice if Princess could provide some Home Port guides so that it would be easier to figure out where the ships actually dock.

 

I have to say that the few times I have had to contact Princess CS, I've been satisfied with the responses. Then again, I've never had a photo taken with the <<ahem>> barn door open either.

 

spongerob, Princess does post that info on their website (embarkation ports). Unfortunately the port guides only appear on some of the cities:

 

http://www.princess.com/learn/ports/embarkation/index.html

 

And billet, now that I've seen the auto response, I agree that the OP (and anyone else) doesn't really have too much to complain about with turn around on emails.

 

I was thinking that I used to see these on the website, but I guess it's not for each port. It's pretty handy info to know if you plan to go out into the port city on your own and can plan your sightseeing prior to your cruise.

 

Is San Juan the embarkation city? If so, wouldn't that make it a docked port as you can't embark from a tendered one?

[TomCruises]

THE OP LEFT FOR HIS CRUISE SUNDAY,THE 15TH,YESTERDAY!I SUPPOSE HE WILL GET HIS IMPORTANT QUESTIONS ANSWERED NOW!IN THE MEANTIME,HE SURE HAD THINGS STIRRED UP HERE ON THIS THREAD!:rolleyes:

[Cruisin' Chick]

Okay, I looked at the OP's post on her roll call and she (or he) wants to know which pier to tell the driver. Seems like something to call Princess about. If there's only one pier, then the question is moot. A good car service would know which cruiselines use which piers. And if all the berths are together as in many ports, then it should be pretty easy to ask at the entrance.

 

I've only been to San Juan once, about eight years ago, and it was a port stop, not our embarkation point.

 

But again, if there's a concern, it seems the thing to do is to call the Princess 800 number. And this is from someone who prefers emails over the phone.

[rdsqrl]

Okay' date=' I looked at the OP's post on her roll call and she (or he) wants to know which pier to tell the driver. Seems like something to call Princess about. If there's only one pier, then the question is moot. A good car service would know which cruiselines use which piers. And if all the berths are together as in many ports, then it should be pretty easy to ask at the entrance.

I'm thinking, what with the size of the CB and all, it'd be pretty hard to miss her even if you didn't know exactly which pier to go to . . . . !

 

 

If I had a question about embarkation and were leaving in two days, I think I'd realize that emailing a big company with thousands of customers might not be the best way to get the information I needed in a timely fashion. But maybe that's just me. . . . The OP reminds me of my undergraduates, who are so obsessed with Facebook and Twitter and texting and iphones and all the rest of that crap that it never occurs to them to speak to you live; instead, they'll send an email two minutes after lecture rather than just coming up and asking their question face-to-face. And then a question that could be clarified and responded to in a two-minute conversation becomes a back-and-forth by email that can take hours. It's just stupid.

[TomCruises]

okay' date=' i looked at the op's post on her roll call and she (or he) wants to know which pier to tell the driver. Seems like something to call princess about. If there's only one pier, then the question is moot. A good car service would know which cruiselines use which piers. And if all the berths are together as in many ports, then it should be pretty easy to ask at the entrance.

 

I've only been to san juan once, about eight years ago, and it was a port stop, not our embarkation point.

 

But again, if there's a concern, it seems the thing to do is to call the princess 800 number. And this is from someone who prefers emails over the phone.[/quote']

 

the op's flight arrived in san juan at 1:58pm yesterday!why are you reporting something that is either "old news" or false?

[Cruisin' Chick]

If I had a question about embarkation and were leaving in two days, I think I'd realize that emailing a big company with thousands of customers might not be the best way to get the information I needed in a timely fashion. But maybe that's just me. . . . The OP reminds me of my undergraduates, who are so obsessed with Facebook and Twitter and texting and iphones and all the rest of that crap that it never occurs to them to speak to you live; instead, they'll send an email two minutes after lecture rather than just coming up and asking their question face-to-face. And then a question that could be clarified and responded to in a two-minute conversation becomes a back-and-forth by email that can take hours. It's just stupid.

 

So true. If this was so important, why not call and maybe get your question answered right away.

 

the op's flight arrived in san juan at 1:58pm yesterday!why are you reporting something that is either "old news" or false?

 

Huh? The OP was making a statement about poor customer service. Some posters were wondering what his or hers actual questions were -- was it something that posters here could answer immediately. Someone had looked at prior posts to try to figure out if this is the case. I decided to look too and found a post from last Thursday on the cruise's roll call, which was not answered. So maybe it's old news but definitely not false (the question is listed on the roll call if you want to check it out). But certainly underscores that the OP either didn't need to know (if there is only one pier) or should have checked out by asking sooner of the right people.

[UnVrYaN]

I'm booked on a 7 night cruise this Sunday out of San Juan on Princess,, and we're even staying in a suite and twice I've sent an email to the online customer service dept. at Princess.com and I've never gotten a reply on either. I did however get an automated acknowledgement, so I know it was received. Yesterday, I even sent a 3rd email, mentioning all of the above, and still NO REPLY.

 

Its horrible that their online customer service department doesn't even understand what customer service is. I suppose I'll have to write a letter to their headquarters. I think that this department is putting the company in a very negative light. If they don't even reply to my basic questions, they certainly aren't going to reply or do whats necessary when a problem or issue of importance comes up.

 

If it is so pressing why don't you just call? I get that they should respond, but seriously if it is something truly urgent call. It will take you less time than it took you to type up this rant.