Very Poor Customer Service

[Cindy]

Why is it so unreasonable for someone to join CC just to make their 1st post a complaint? Isn't that partly the purpose these forums serve? Those throwing darts need to reel it back and chill.

 

I don't think it's unreasonable for someone to join CC and make a complaint as their first post. I do, however, think the purpose of the boards is not to make a one time hit and run rant and never been heard from again.

 

Unfortunately, it seems like there are a lot of the "one hit wonder" posters these days. I always think it's a shame they didn't find CC before their cruise, and stick around after their complaint to learn from others. I don't always agree with things that are posted here, but I can't put a price tag on the valuable information and tips I've gotten because I'm a member of CC.

Edited July 7, 2015 by Cindy

[Big_G]

I don't care if it's the OP's first post or not. Even taking into consideration all the faults of RC support, the story really makes little sense no matter where there from. Whilst I understand some may disagree, that's their prerogative.

 

 

Sent from my iPad using Tapatalk

[BillOh]

I don't think it is unreasonable for a poster, first time or not, to post a complaint, seek guidance, ask for suggestions

 

I didn't see anything in the OP's message about seeking guidance or asking for suggestions.

 

The one thing that caught me as odd -

my wife spoke via 'Facebook' with an RCI rep

I've never seen RCI do official business via Facebook. Maybe it happens, but I've not seen it.

[Merion_Mom]

I didn't see anything in the OP's message about seeking guidance or asking for suggestions.

 

The one thing that caught me as odd - I've never seen RCI do official business via Facebook. Maybe it happens, but I've not seen it.

 

THAT is actually true. :)

[peteukmcr]

I didn't see anything in the OP's message about seeking guidance or asking for suggestions.

 

 

 

The one thing that caught me as odd - I've never seen RCI do official business via Facebook. Maybe it happens, but I've not seen it.

 

 

It does happen. Due to unsatisfactory resolution and attitude of guest services on our recent Enchantment sailing and not being a position to call easily, I sent a message via Facebook and received a prompt reply. This was followed up by requests for more info in order to resolve the issue.

[jamon]

Waiting to find out more...

[cruisenfever]

We didn't check our bill until the last night... it's not entirely unreasonable to wait that long, especially when you haven't charged anything (or so you think) to the account.

Just because you haven't charged anything, doesn't mean that there may not be erroneous charges applied to your account..........like, mini bar charges. Happens all the time.

[Sascol]

I don't think it's unreasonable for someone to join CC and make a complaint as their first post. I do, however, think the purpose of the boards is not to make a one time hit and run rant and never been heard from again.

 

Agreed but this user just joined a few days ago. We need to give them a chance to reply. Not everyone sits at their desk and stares at their screen waiting for a reply so they can respond immediately.

[Cindy]

Agreed but this user just joined a few days ago. We need to give them a chance to reply. Not everyone sits at their desk and stares at their screen waiting for a reply so they can respond immediately.

 

True, but my comment was more of a general observation than specific to this thread. There are a fair number of people who do just that...make a drive-by post and are never seen or heard from again.

[Desert Cruizers]

We have always checked our charges throughout the cruise, DH sits down and matches the receipts with the charges, any questions, he goes to Guest Relations to ask about the charge or charges. If they had checked their charges they would have noticed the double charge.

Edited July 7, 2015 by Desert Cruizers

[garycarla]

True, but my comment was more of a general observation than specific to this thread. There are a fair number of people who do just that...make a drive-by post and are never seen or heard from again.

 

I do not have "facts",but would surely bet some big bucks that the one time post happens more often than not. Post and then never return to clarify, etc.

[cjdixon4]

I don't think it is unreasonable for a poster, first time or not, to post a complaint, seek guidance, ask for suggestions on how to solve a problem or tap the knowledge base of the Community for ideas. To me, that is the purpose of this Forum

 

I do think it unreasonable for a poster, first time or not, to provide anything other than the full story. In this example the poster has posted a set of circumstances, some have offered suggestions for solution, but as or even more importantly others have asked for more detail.

 

The reason for the asking of more detail is because they think they may not have all the facts with which to base a decision and from there offer advice.

 

The process need not be adversarial, simply honest.

 

I understand some of the responses may appear blunt, some really should be ignored (as stated, they are just throwing darts) but if the thread O.P. would just answer the questions asked about the issue it would sure help in resolving the problem.

 

Now why RCI won't respond......................well that's another whole other conversation.

 

Couldn't have said it better. Point blank, period.

[TBone2K]

I do not have "facts",but would surely bet some big bucks that the one time post happens more often than not. Post and then never return to clarify, etc.

 

Exactly my point. I could write out a big message, stating certain assumptions about details left out by the OP, but if they are not going to read it then why bother? There are plenty of people with questions here on CC that read their replies and respond back. (I think CC to me is becoming Cruise Cynic :p)

 

We don't get as many "trolls" here as other types of message boards, but there are also a lot of people out there who think posting their story all over "social media" is a way to get others to solve their problems, rather than take the proper steps to correct it.

[sheilsy4949]

Can I take this opportunity to 'Thank' everybody who has taken the time to respond to my initial post, I can understand the level of cynicism expressed by some posters, however I am simply sharing my dissatisfaction with an element of my experience (which incidentally overall was great, which I also commented) I do intend to pursue this complaint using every available avenue open to me, I have only posted a 'summary' of the events, as I am aware most people don't want to read pages and pages of 'waffle' so apologies if my summary was not clear, as requested by forum member WpgCruise I have attempted to answer some questions my post has raised these include:

 

I do intend to pursue these unauthorised charges with my credit card provider

 

We had no reason to check our onboard account daily, as we had purchased an ‘all-inclusive package, hence any onboard spending was minimal.

 

Yes I am in the UK and I stand corrected, Standard Package, should have read ‘Select Package’

 

Yes I am a first time ‘contributor on the forum' but weren't we all at some point?

 

The Invoice WAS checked prior to boarding the ship and did not include the said ‘Drinks Packages’ which was the basis of my complaint, simply put, my understanding based on the promotion was that it should have included two 'Select Drinks Packages' as the holiday (vacation) was booked prior to January 31st as stipulated in the promotion, however as I had already booked RCI would not or could not commit themselves prior to the cruise, the only advice offered was to pursue ONCE onboard the ship, which is what we done

 

Thank you to posters ‘chrisb74’ & ‘ kwbound’ ‘Jenibor’ who all summarise my feelings very succinctly

 

S.A.M.J.R. Makes the comment ……… (despite we only have her version of what happened with her built in bias)? Her is a he, and what I have posted is ‘fact’ not bias.

 

To ‘garycarla’, we were retrospectively given (without charge) 2 ‘Select Drinks Packages’ consistent with the advertised promotion, however we were later charged for one ‘Select Drinks Package’ and one ‘Premium Drinks package’ when all I purchased was an upgrade to one of the ‘Select Drinks Packages’ that I had been given retrospectively, and yes I accept I should have checked the receipt that I signed at the time of upgrading the select drinks package' and that is exactly what I am bringing to peoples attention, MAKE SURE YOU READ EXACTLY WHAT YOU ARE SIGNING FOR ONBOARD, as once you have signed it, RCI seemingly can take whatever from your authorised account!!

 

 

I hope this clarifies any misunderstanding and if anyone from RCI reads this please feel free to respond as I would be very interested in a considered response

Edited July 7, 2015 by sheilsy4949

[sheilsy4949]

Exactly my point. I could write out a big message, stating certain assumptions about details left out by the OP, but if they are not going to read it then why bother? There are plenty of people with questions here on CC that read their replies and respond back. (I think CC to me is becoming Cruise Cynic :p)

 

We don't get as many "trolls" here as other types of message boards, but there are also a lot of people out there who think posting their story all over "social media" is a way to get others to solve their problems, rather than take the proper steps to correct it.

 

Your assumption being I am not taking the proper steps to correct my complaint?

Which incidentally I am :)

Edited July 7, 2015 by sheilsy4949

[LA_CA_GAL]

We didn't check our bill until the last night... it's not entirely unreasonable to wait that long, especially when you haven't charged anything (or so you think) to the account.

 

I check on the TV every day what has been charged.

 

So does significant other and son. I know because I get grilled about bar charges for after 2:00 in the morning.

[rodenboy]

To the OP: As a fellow UK cruiser, I am very sorry to hear about the trouble you have had. As someone who has just booked an all-inclusive deal, I will be sure to keep an eye on the charges made on our account during our cruise. Thank you for telling us of your experiences. Despite how some of the users on this forum have made you feel since your posting, you can rest assured that your post has definitely had an impact on me and will definitely keep an eye when I get on board. Hope you get it sorted soon.

[mysticbluebmw]

Although clearly I am fairly new to the community, it seems simple to me what has transpired.

The OP wanted the promo that was available to new bookings only. We've all been there probably. However, we know in the UK, you will lose your deposit if you cancel your cruise and rebook. This would cost more than (2) select drink packages. The OP was simply NOT eligible for the package. If the OP did get some kind of reassurance from a purser, it was a mistake. RCI has made these errors in the past...just look at the free refreshment pkg debacle.

If you got the sticker, that may have been because someone put a note on your file and someone else screwed up thinking you actually had the pkg...again RCI and the left hand not knowing what the right hand is doing.

When 'upgrading to premium', the computer saw you never paid or were not entitled to the select drink pkg and charged you for the premium you wanted for yourself and the select you wanted for your partner.

So, unless the free drink pkg was for prior bookings the OP was NEVER entitled to it...PERIOD. If it was, forget everything I just wrote..:o

 

I do understand the OPs concern if he/she was told by an RCI official that they should have the select pkg. Even though it was RCI's mistake, they should stand by what they tell the passenger.

[sheilsy4949]

To the OP: As a fellow UK cruiser, I am very sorry to hear about the trouble you have had. As someone who has just booked an all-inclusive deal, I will be sure to keep an eye on the charges made on our account during our cruise. Thank you for telling us of your experiences. Despite how some of the users on this forum have made you feel since your posting, you can rest assured that your post has definitely had an impact on me and will definitely keep an eye when I get on board. Hope you get it sorted soon.

 

Thank You, and have a great cruise, which we did incidentally just a pity it was soured by this incident, but do be mindful of anything you sign and make sure no additional noughts are added to your bill (particularly after a few drinks) ;)

[rodenboy]

Thank You, and have a great cruise, which we did incidentally just a pity it was soured by this incident, but do be mindful of anything you sign and make sure no additional noughts are added to your bill (particularly after a few drinks) ;)

 

I definitely will be mindful, thanks! Also, if you don't mind my asking, what ship was it?

[sheilsy4949]

Although clearly I am fairly new to the community, it seems simple to me what has transpired.

The OP wanted the promo that was available to new bookings only. We've all been there probably. However, we know in the UK, you will lose your deposit if you cancel your cruise and rebook. This would cost more than (2) select drink packages. The OP was simply NOT eligible for the package. If the OP did get some kind of reassurance from a purser, it was a mistake. RCI has made these errors in the past...just look at the free refreshment pkg debacle.

If you got the sticker, that may have been because someone put a note on your file and someone else screwed up thinking you actually had the pkg...again RCI and the left hand not knowing what the right hand is doing.

When 'upgrading to premium', the computer saw you never paid or were not entitled to the select drink pkg and charged you for the premium you wanted for yourself and the select you wanted for your partner.

So, unless the free drink pkg was for prior bookings the OP was NEVER entitled to it...PERIOD. If it was, forget everything I just wrote..:o

 

 

I do understand the OPs concern if he/she was told by an RCI official that they should have the select pkg. Even though it was RCI's mistake, they should stand by what they tell the passenger.

 

Can I just clarify that I had only paid £50 deposit to book the cruise at the time of the promotion, and had I been given a definitive answer by RCI, I would have happily forfeited the deposit in favour of the cost of two drinks packages at a joint price of $598.00, or does the price of the cruise go up when offered a free drinks package..... mmmmmm I wonder!!

Edited July 7, 2015 by sheilsy4949

[S.A.M.J.R.]

S.A.M.J.R. Makes the comment ……… (despite we only have her version of what happened with her built in bias)? Her is a he, and what I have posted is ‘fact’ not bias.

I apologize for the gender mixup. I do wonder, if someone from RCI was telling this story would the "facts" match?

 

I'm not saying you're intentionally embellishing or lying, but generally there are three sides to every story... 'his', 'theirs', and (usually somewhere in the middle) the 'truth'.

 

If you look back at your story, are their points where you MIGHT have misunderstood an RCI rep? Is there somewhere the RCI rep MIGHT have misunderstood you?

 

I am glad you enjoyed your cruise. And thanks for coming back and clarifying.

[sheilsy4949]

I definitely will be mindful, thanks! Also, if you don't mind my asking, what ship was it?

 

The Ship was the 'Splendour of the Seas' and although an ageing ship (this was actually its last cruise season before being sold to Thomson Cruises') the staff were great very friendly and accommodating, and I cannot fault the cruise or the itinerary, only slight criticism would be the size of the cabin..... it was like camping in a very small caravan, that apart and my current complaint, everything was great...

[sr4mjc]

If you would have cancelled, the new booking would be the whatever the going price was for the cruise at the time the new promotion was offered. Which may or may not have been more than your original booking, but I would guess more though. So you would have been out £50, +/- whatever the new rate was.

Edited July 7, 2015 by sr4mjc

[sheilsy4949]

I apologize for the gender mixup. I do wonder, if someone from RCI was telling this story would the "facts" match?

 

I'm not saying you're intentionally embellishing or lying, but generally there are three sides to every story... 'his', 'theirs', and (usually somewhere in the middle) the 'truth'.

 

If you look back at your story, are their points where you MIGHT have misunderstood an RCI rep? Is there somewhere the RCI rep MIGHT have misunderstood you?

 

I am glad you enjoyed your cruise. And thanks for coming back and clarifying.

 

.....and that is what I am trying to achieve 'a middle ground' a compromise, I am not in the habit of complaining, I have only provided a synopsis of events, but surely broken promises of call backs and being kept on phone lines for excessive periods of time is not good customer service ;)