Take any receipts with you on the SUN

[hawkeyetlse]

The order was confirmed on line. I did not receive an email.....

I have no experience with the bottled water package specifically, but I have never ordered anything from NCL and not received a confirmation by e-mail. Are you sure your credit card was charged? Did you do this through your TA, or directly with NCL (online or by phone)?

Or better, doesn't NCL show you in MYncl what you bought? I thought it did.

Does MyNCL still show details for the cruise after departure? Last time I logged in on embarkation day and the Vacation Summary for that cruise was basically emptied out. And at some point the cruise disappears altogether, but I don't when that happens.

[Merriem]

Thank you for your comments. I think they not are doing their job. Not mine to do

Edited January 31, 2016 by Merriem

[LMaxwell]

So you have no readily available proof of purchase.

 

Although nothing excuses rudeness, no one should expect to be given whatever they say they paid for (even $27 worth of water) if they can't provide proof of purchase. Asking for a receipt does not "put the customer on the defensive".

 

I can imagine more accurately how this encounter played out just by the words used here. I highly doubt Karin was the one out of line.

 

Can't the concierge just go into their computer and get an amenity detail report?

[SteelMagnolia9]

Because that is not the job of a customer.

 

Absolutely correct. The concierge should have been willing to follow through for the OP on this matter.

 

I booked an internet package and received no e-mail confirmation from NCL, but did see the online confirmation when I booked. I did print out the online confirmation (which I usually don't do) and took it with me on my cruise.

 

The internet manager did not have my name in her computer that I had an internet package and asked me for confirmation. I went back to my cabin to retrieve my online confirmation. The internet manager, however, told me if I did not have confirmation that she would contact the Miami office to confirm and would be able to get me connected. I was very pleased with her service.

 

No reason the OP should have to chase her ordered water. The concierge should be willing to look into it for her and provide a response.

[janpo]

Of COURSE it's the OP's fault. It could NEVER be Ncl's fault and yes, that's sarcasm.

 

:rolleyes:

[Merriem]

The concierge is only interested in a tip. She is so placating for her own interest.

[hawkeyetlse]

Because that is not the job of a customer. On my last b2b I ordered the UBP online during the first part for the second cruise and I could see that it was billed to my credit card. After two days on the second leg I had a look at my room account and saw that each drink was still on there. The guest service staff seriously suggested that I could call the central european office the next day to get it sorted out. I had to grab someone random in a white uniform and they understood that I don't mind if something goes wrong but if NCL messes something up I expect them to fix it after I inform them once and that I won't spend my vacation time on the phone or internet for something that is their responsibility.

It is unfortunate how poorly NCL's front line staff deals with issues like this (but for every passenger with a legitimate claim, there is another passenger who is mistaken, or lying, or insane…) But it comes down to whether NCL can find a record of your purchase in their system, or if you can prove to them that their records are wrong. In your case, they must have located your UBP purchase eventually. They didn't remove the charges just because you told them to.

 

In the OP's case, it looks like there is no record of the purchase (it would be useful to know how much effort the concierge put into searching, doesn't sound like she contacted Miami because I doubt they would reply so quickly), and the OP has no documentation showing otherwise. You say it's not the customer's job to prove anything to the company. But it is in the customer's best interest to remain involved until the very end of the transaction, from the time of purchase all the way to the time of delivery (and sometimes beyond, in case there is something wrong with what was delivered). If they stop looking out for themselves somewhere in the middle of the process, who's going to do it for them?

Edited January 31, 2016 by hawkeyetlse

[Keith1010]

Glad that everything else is great.

 

Keith

[Merriem]

Well why should you need to bring another piece of paper 7000 miles. It is bad business and will not be forgotten. I needed the bottled water not tap. It is not the same

[karoo]

The concierge is only interested in a tip. She is so placating for her own interest.

 

 

I disagree. Everyday at breakfast Karin was friendly to me, asked how my day went, what I was doing that day, how the cruise was going? etc and I come from a non tipping culture. I'm definitely not a cheerleader as I haven't liked many of the changes since Del Rio took over, but I did make the comment to others on my cruise how even though the staff's conditions are now not as good it hasn't affected any of them, they still work hard and are there for the passengers. They were all friendly and did a great job. I would be checking with the TA, assuming that's who you booked it through. Can't you get your bank details up. That should show payment if you didn't get a copy of the actual booking of the water package. Just a tip for the future, anything that comes up online , I always take a screenshot incase the confirmation email doesn't come through. I personally book everything myself direct, so I have all the necessary details. Unfortunately mistakes are made, sometimes the airline, sometimes hotels, tours etc, so it is very important to always have evidence. On my last trip I changed my hotel dates, they charged me as a no show for the original dates. Luckily I could bring up my banking details and my cancellation details on my iPhone and sort it out. Otherwise there would be no way they would have refunded my money.

[Merriem]

Not worth a reply. Am on vacation. Glad you like her. Went to ncl site. It is down. [emoji16]

[jingle5616]

Amusing responses........

Here's reality.

NCL/Concierge willing to piss off a passenger that probably has 5k pp in a suite for that sailing, over MAYBE 6 bucks worth of water.

 

 

Amazing isn't it. Heck of a way to run a cruise line.

 

When I'm on vaca I don't want to have to dig into my email, or print receipts and the like to "Prove" that I purchased or scheduled something. Personally I move on and take care of the issue later. The credit card is a powerful device.

 

Sadly NCL's internal IT system sucks. How many times have we heard issues like this. Or issues that some item was ordered and somehow never made it through their system. It isn't occasionally. I wonder how much money NCL leaves on the table every cruise it operates because of this problem. They don't only lose revenue, they tick people off which is worse.

 

The fact of the matter is that NCL is in the hospitality industry and they don't seem to know it anymore. I was in the hospitality industry for many years and one of the first principles I learned was "YOU DON"T MESS WITH SOMEONES VACATION". It is simply amazing that NCL has a corporate culture that deems every passenger as a suspected thief. It's also pretty telling that the concierges aren't empowered to satisfy high dollar customers with such a simple issues.

 

NCL offers a very good product as long as everything goes to plan. When it doesn't.......good luck.

[Cauzneffct]

Well why should you need to bring another piece of paper 7000 miles. It is bad business and will not be forgotten. I needed the bottled water not tap. It is not the same

 

LOL. Yep, that truly is too much to bear. You'd probably have to check an extra bag.

[OzCanuck]

The concierge is only interested in a tip. She is so placating for her own interest.

 

Wow, you sound like a lovely customer to deal with. I would like to hear Karin's side of the story.

 

We had a major problem with our booking on the Jan 2-16 cruise. Our UBP/UDP/Shorex Credit/prepaid DSC were not showing on our booking when we checked in. She could not have been more gracious, understanding or helpful to get it sorted out for us. Not a problem at all. But then again - I was pleasant and understanding as well when I was dealing with her...

 

And you're letting six bottles of water spoil your very expensive cruise. Yes, I believe there are two sides to this story.

[DMH15]

I find it ironic the title of your thread. I take a cruise notebook every time with all my receipts so I would never have had a problem.

 

I just looked up my amenities detail for my next cruise it took me about two seconds. Weren't you able to do the same?

[Merriem]

In 40 cruises I have never had this issue yes I printed out tours. Beverage and dining packages plus gratuities because someone had posted they had no record when they boarded. Honestly never printed that out and our other cruises tickets were mailed out.

[titangas]

A person not giving you want you want -- does not equal rude.

An employee not giving away something of value to you without proof -- does not equal rude.

 

In the OP's original and subsequent posts have repeatedly called the employee in question rude, yet does not provide any evidence or real examples of being rude. As another poster has stated a person's view of rude is on a sliding scale -- I would wager that on most people's and definitely on my "scale" nothing rude actually took place.

 

Many posters here have give her solid advice on how to handle this and prove her purchase, but it seems she has put more effort into complaining here than actually getting it resolved. She is wrong the burden of proof is on her.

 

When traveling I always carry all of my confirmations in a folder including hotels, rental cars, shore excursions etc. and on more than one occasion on land I have showed up to no record and it usually gets painlessly and quickly resolved when you can show a receipt or confirmation.

[garnet115]

I had an issue purchasing both unlimited internet and a bottled water package for my upcoming cruise. I would place the order, get the online confirmation, but never a confirming email. On checking, my credit card was not charged, so although i thought I had purchased these items, there was never any completed transaction. I did this twice, before finally calling the pre-cruise concierge for help. They placed the transaction for me, and sent me the confirmation of my purchases. Interestingly, when I log into myNCL, I see the internet package, but not the bottled water. You can bet I will be bring all email confirmations with me.

 

Based on my experience, I am guessing that if OP never received an email confirmation, the transaction never went through. I understand how frustrating that is - the whole point of pre-purchasing is to NOT have to deal with things on board. As others have already said, I suggest that OP check her credit card to see if she was ever charged for the water.

 

IF, as I suspect, the transaction never completed, I'm not sure what the concierge is supposed to do. Perhaps give the bottles of water pending investigation with the understanding that if the purchase cannot be verified, she will be charged to her onboard account?

 

In any event, don't let $30 of water ruin your cruise.

[Merriem]

A person not giving you want you want -- does not equal rude.

 

An employee not giving away something of value to you without proof -- does not equal rude.

 

 

 

In the OP's original and subsequent posts have repeatedly called the employee in question rude, yet does not provide any evidence or real examples of being rude. As another poster has stated a person's view of rude is on a sliding scale -- I would wager that on most people's and definitely on my "scale" nothing rude actually took place.

 

 

 

Many posters here have give her solid advice on how to handle this and prove her purchase, but it seems she has put more effort into complaining here than actually getting it resolved. She is wrong the burden of proof is on her.

 

 

 

When traveling I always carry all of my confirmations in a folder including hotels, rental cars, shore excursions etc. and on more than one occasion on land I have showed up to no record and it usually gets painlessly and quickly resolved when you can show a receipt or confirmation.

 

 

I guess the luxury cruise is a better fit. They include everything so you don't have to waste your time with this.

[watchdiva]

At this point nothing anyone can say will make a difference to OP....she has called Karin stupid online and I can only imagine how disrespectful she may have (unfortunately) been to her in person. Hope OP has unlimited WIFI considering how much time she is spending here over bottled water.....

 

 

Sent from my iPad using Forums mobile app

[Merriem]

At this point nothing anyone can say will make a difference to OP....she has called Karin stupid online and I can only imagine how disrespectful she may have (unfortunately) been to her in person. Hope OP has unlimited WIFI considering how much time she is spending here over bottled water.....

 

 

Sent from my iPad using Forums mobile app

 

 

Excuse me, respect you have reversed. It is called customer service. Karin doesn't understand that concept.

 

I will say the casino as we walked through did not smell like smoke.

 

Yes I have unlimited wifi but am on a bus and they have it.

[Moby0215]

Well why should you need to bring another piece of paper 7000 miles. It is bad business and will not be forgotten. I needed the bottled water not tap. It is not the same

 

 

No paper needed. Email works. Since you say that you did not get an email, there was probably a glitch during the purchasing process, hence why they do not have a record of it. And since they they do not have a record of it you can't expect them to just hand over the water. It should be as simple as you logging into your bank or credit card account and looking for the $27 line item. I am assuming you talked to guest services as well?

 

 

Sent from my iPhone using Tapatalk

[mugtech]

I guess the luxury cruise is a better fit. They include everything so you don't have to waste your time with this.

 

Or waste our time with it.

[luvtheships]

Get your money back and drink the ship's water...it's the same stuff that's in a bottle. H2O is just that....no difference from one bottle or tap to another!

 

 

Well not exactly. While I agree the ships water is excellent in this case you really can't say it's the same as bottled water as the ship makes it own drinking water in its desalinization system onboard

 

The bottled water they sell is brought in from land

 

Unless...and I doubt you are....trying to say that the ship re bottles recycled drinking water bottles with their own ships water and then re caps them?

 

Lol

[hawkeyetlse]

Are you able to access your credit card statements? What do they say?