Silversea Water Cooler: Welcome! Part Four

[mysty]

Sorry to hear that your dream home has collapsed into nightmare rubble Linda! A better one awaits!

[UKCruiseJeff]

So sorry to still hear about the long suffering Jeffys and Daveys. You've really been put through the wringer.....

Things aren't wonderful here at the Wishe household either as my (our) dream home in Rhode Island has fallen through. Assorted issues and a bad radon reading made for a mess, so we bailed. Really, really liked that one....sniff....too bad!

In better news, we have 2 months to go before our Spirit TA. With all of the bad news about SS over here, it's sort of taken the bloom off the rose so to speak. Hoping for the best...

 

It's so sad that the house fell through .... hopefully something even better will happen.

[Daveywavey70]

I’m sorry to hear about the house Mudhen, obviously it wasn’t the right one.

 

J, glad you arrived safe and sound and hope you get some well earned relaxation there.

[UpstateJan]

J & Mrs. J, when would be a good time for me to stop by and chat about your internet provider, btw, do you have wine?

 

Jan - newly signed up "Income for Life" diva

 

Sorry, couldn't help myself, just kidding. Enjoy, and keep up with the food pics, it's almost lunchtime here.

[UKCruiseJeff]

Thanks Dave ... out of interest why have you decided to proceed with court whilst the chargeback is still a no cost - no inconvenience alternative?

 

Jan .... you know how to hurt a bloke when he is down ..... [emoji3]

 

We eat boringly down here ... except for the fish wifey will get us on Friday for the weekend!

 

Today was Burgers@Balcony

 

 

 

 

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[BeeMinor]

Bee,

 

i think you might be hallucinating. [emoji3]

 

Silversea are actively seeking group bookings and are not going to turn any down ... are they?!

 

The fact is that the cruise market demand is growing at such a fast rate that Silversea can rely on the growth and groups to fill their ships, and what they have indicated by the Utility Warehouse booking and Dave’s issue, and defections to other brands who “seem” to care more and the subsequent pathetic and contemptible response received to genuine complaints is that repeat business lost due to bad experience, and subsequent bad treatment is acceptable collateral and probably insignificant loss.

 

Is there the slightest evidence that they care?

 

 

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Quite possible on the hallucination . . . I accidentally used a cup of kimchi hot sauce in these noodles instead of a cup of regular kimchi yesterday.

 

 

Anyway . . . speaking purely as a consumer, Silversea's choices make no sense to me. Short-term revenues in exchange for long-term reputation and revenue losses is just bad business. We all know it costs much more to attract and recruit a new customer than it does to retain an existing one.

[UpstateJan]

oh, those food pics are helping.... I have a bland lunch, and up to my eyeballs in trying to get the financials out.

 

So, I had my first Silversea cruise in April, and it was luxury, quality, and all that stuff they claim and then some. However .... in speaking to hardcore Silversea cruisers on our trip, they were a bit disappointed. I get it, and I feel for them. We went for the itinerary, and were absolutely not disappointed, although we did make private arrangements for more than half the stops because we wanted to see what we wanted to see, and the half day tours just didn't provide us with the depth of experience, not any different than our bigger line cruises we've also enjoyed. I would have totally hated the "cruise from hell", and I am saddened by the response of the company.

 

All this brings me to a point - I was listening to an audiobook the last couple of days on my commute, and I think we need to get a few copies in the hands of Silversea management and customer service. If you get a chance, take a look at "Hug Your Haters" by Jay Baer. He discusses some epic fails and epic successes in how businesses deal with customer service issues. The drama that has unfolded over the last few weeks sounds like a case study in what NOT to do. I think the author would be crying and beating his head against the wall. There were so many ways that the company seemed to have escalated the issue, and have now started to damage their reputation.

 

Well, guess I better get back to work and my sad little lunch. BTW Mr. J, those burgers look great - you had me a grilled onions, mushrooms and cheese! Bee, that noodle dish looks pretty, seriously pretty. Must get back to columns of numbers, it's all black & white this afternoon.....

 

Jan

[Mudhen]

Thanks, all for the good thoughts. Will try to do the Peter Pan mantra...."think lovely thoughts and up you go!"

[UKCruiseJeff]

Jan,

 

It is somewhat ironic that I and my company were asked by the owner many years ago to consult and help Silversea on CRM processes which we did for a while.

 

We specialised in high-value relationship management and processes designed to make organisations customer-centric. I guess it didn’t work. :)

[jpalbny]

J & Mrs. J, when would be a good time for me to stop by and chat about your internet provider, btw, do you have wine?

 

Jan - newly signed up "Income for Life" diva

 

Sorry, couldn't help myself, just kidding. Enjoy, and keep up with the food pics, it's almost lunchtime here.

 

Lol. I was thinking we should rent the cottage next door and then sublet it to an incentive group. Or maybe to my nieces and nephews. But I didn't want to be so cruel to Jeff and the Mrs.

 

Good luck Mudhen. My brother went through that for a while last month. He'd find a house he liked and it would be under contract before he could get in to see it. Hope it's just a temporary setback.

 

Yummy burgers. I'll make either burgers or tacos tonight. We have some hot peppers ready to harvest. I put one on some chicken wings Monday. Good amount of heat! Pics later.

 

 

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[Daveywavey70]

The problem with the chargeback is that it reverses the card payment to the agent, not to Silversea so whilst a very easy option, in my mind it’s not a fair one as they would have to then pursue Silversea for their loss. They have of course been less than useless as an agent, not informed us of the stretch and done nothing to assist us since returning but I still think it’s Silversea at fault not the agent.

[UKCruiseJeff]

Thanks for answering Dave. I’m in a somewhat similar predicament. However the agent seems (possibly) to be in a stronger position than customers when dealing with SS. You may lose the opportunity of compensation on top of the refund but you avoid the hassle of court.

 

I feel a little less anxious about it than I did initially, because I feel that we could have received more determinded support than we have. If the agent fails to aggressively and energetically represent the interests of the customer to the very best of their ability but feels dual loyalty ie that they are “piggy in the middle” as described by my TA, that in practice compromises the customers best interests in favour of the cruise line and enables the cruise line not to engage because they feel that they can ignore the customer without alienating the agent. A chargeback means that they are forced then to provide the energy and tenacity they should have done when the complaint first emerged. If the agent fails to convince you that they have fought for you, don’t they justify the chargeback?

 

I’d appreciate your view.

[Daveywavey70]

Our agent has been appalling Jeff hence I’m still in two minds about pursuing it. Our agent was fully aware of the stretch as I later found out and told us nothing about it. Through this whole process the agent has hidden behind “ you are already talking to SIlversea so we can’t do anything” and when I pointed out to them for the 3rd time about what a chargeback actually means to them, I began getting extremely unprofessional emails from the head of operations telling me I’d been dealt with more than fairly by SS and telling me everyone suffered more or less the same and also several times how much experience she has with litigation. Well with an attitude like hers i’m Not surprised she’s very experienced in litigation.

 

The upset part of me thinks that if they are siding so much with Silversea and not representing me at all then the decision of Mastercard on wether to accept the chargeback claim they probably deserve to lose. It would certainly be a wake up call to agents that they have a responsibility to the customers, not just the cruise lines.

 

The logical and fair part of me still thinks that despite the agent being useless this entire avoidable situation has been brought about due to the extremely poor management of Silversea and therefore they should be putting it right.

 

The other issue is that the chargeback is all or nothing. As I suggested to Silversea, we did enjoy most of the food and drink which amounts to around 25% of the fare paid and therefore we are very happy to pay for that but not the rest of the cruise that was ruined. I Would have accepted either the original offer of 25% future cruise credit as a cash refund or an increased incentive to rebook. That was before I was treated like I have been by them which has compounded both their mistakes and our distress greatly.

I have never looked for anything more than I believe I deserve from them but if they insist on putting me through the ordeal of a court case in order to be treated fairly then I believe a court will decide that the distress caused by their failures and the way that they have treated us may entitle us (as yourselves) to an amount considerably more than had they behaved responsibly.

 

Sometimes when you blindly play the numbers game with people it can cost a great deal both in terms of reputation and money.

[UKCruiseJeff]

Dave,

 

I think I probably understated how I feel about the issue of loyalty. A post of mine with a link of a trade interview with Peter Shanks on the topic of SS direction recently disappeared but in the article it explained how SS cultivates TAs and offers free and $100 per night cruises for TA personnel and I really wonder how valuable a single customer like you or I is compared to the preservation of the wider and ongoing volume cruise relationship with the cruise line.

 

In your situation you could always explain to the agent that you were taking the chargeback route and if successful you are happy to accept a charge from them of say 50% if that is what you feel the honourable thing is.

[UKCruiseJeff]

How scenic our neighbours gardens are.

 

A pair of Y fronts for lunch anyone?

 

 

 

 

 

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[Observer]

in the article it explained how SS cultivates TAs and offers free and $100 per night cruises for TA personnel

 

This is hardly remarkable. This practice has been common on all luxury cruise lines I have patronized. I have met many such guests over the years. Unsold berths are offered to TAs at zero or little cost to familiarize the TAs with the product first hand. They are known in the trade as "fam [familiarization] tours/cruises."

[UKCruiseJeff]

This is hardly remarkable. This practice has been common on all luxury cruise lines I have patronized. I have met many such guests over the years. Unsold berths are offered to TAs at zero or little cost to familiarize the TAs with the product first hand. They are known in the trade as "fam [familiarization] tours/cruises."

 

I didn’t suggest it was remarkable. It is however a much more of a valuable perq to a TA than a single customer requiring help when at odds with the cruise line.

[mysty]

Interesting view from The Balcony J!

 

Myster and I were discussing the question of allegiance in terms of TAs. Myster asked "Who pays the TA? Where does their commission come from? Is it from the customer or the cruise line?" We know the answer to that question. It seems to follow that one might not be too keen to bite the hand that feeds them. And understandably so IMHO. So the customer is really left to their own devices in terms of attempting to get redress. I think it is misguided to presume otherwise especially with the evidence provided for recent cruise debacles.

[TLCOhio]

Just got done watching the first half of the World Cup semi-final battle between England and Croatia. English are ahead 1-0 and just 45 minutes from being in the finals in Moscow Sunday. Good luck to the English!!

 

THANKS! Enjoy! Terry in Ohio

 

From our Jan. 25-Feb. 20, 2015, Amazon River-Caribbean adventure that started in Barbados, here is the link for that live/blog. Many visuals from this amazing river and Caribbean Islands (Dutch ABC's, St. Barts, Dominica, Grenada, San Juan, etc.):

www.boards.cruisecritic.com/showthread.php?t=2157696

Now at 57,467 views for these postings.

[UKCruiseJeff]

At least no one is going to ask me for one of my cigsrs on the Balcony M!

 

 

 

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[mysty]

Oh...I might! :) That looks idyllic to me J! Enjoy!!!!

[UKCruiseJeff]

I have been going through the agony of calorie trading today M. I had a Magnum this afternoon and have had to forgo a grappa. It hurts. :)

[mysty]

I feel your pain J! Myster's cooking is adding pounds I am not fond of. As you mentioned before it becomes more of a struggle to keep the gain down and still enjoy the bounty. My line in the sand will come when my cruise clothes don't fit. :(

[UKCruiseJeff]

My line in the sand came earlier today. Seaside is three floors. My knees hate the stairs. Today I found myself wishing the fridge was in the lounge. So no grappa.

[mysty]

Oh J! Sorry to hear the knees are not cooperating! Maybe time for a mini fridge? :)