Where oh where did Logic go? Baffled by Customer Service!

[vamartha]

Oh my. I submitted a $10 price drop request last night. (I know, I know - $10, but that is one drink for one of us :D).

 

I'm booked Early Saver and my rate is right now is $2458 with a $50 promotional OBC. I found a rate of $2398 and submitted it, explaining that I had a rate of $2458 and a promotional OBC of $50 and I also went on to explain that I knew that actually made only a $10 net difference and that was all I was requesting. Not $60, but $10.

 

So what do you think I got as a reply? An email explaining that if I asked for the price reduction then they would have to take away my promotional OBC for $50 and did I really want to do that.

 

Lets do the math here.

 

$2458 minus $50 = $2408 and the rate I found was $2398 making a credit for me of $10.

 

Or, $2408 plus the added back promotional credit $50 = $2458 and the rate I found was $2398, making me eligible for a $60 credit.

 

Either way, it still works out to a new rate of $2398 and a $10 savings for me over what I had (with or without the promotional OBC) and I spelled this out completely in the additional comments section.

 

Do they not provide calculators to the Customer Service Reps? Their version of Windows has had the calculator removed or blocked? Do they even read the additional comments section? Is there any logic or common sense left in the world? :confused:

 

Over and out and off my soapbox!

[Cruizinman]

Well Martha there have been several post on the boards explaining the very same thing. Seems Carnival should change their name to ,

 

" Confusion ", have you tried our lines, that we feed our customers. ;)

[shof515]

its all logic. when you submit a price reduction, carnival updates your booking with the CURRENT fare code that shows the lower price. By updating your booking, you can lose all of other existing fare codes or credits. Not everything is stack able or transferable to the new current fare

[IndiansFan24]

Vamartha - my husband has always called the CC representative that we booked with. We've never had to fill out any paperwork - just did it over the phone. Maybe if you called and talked to someone that might help. We've called 3 different times with the last rate drop only being $60. My logic - much like yours - is that it gives us a few drinks. :-)

 

 

Sent using the Cruise Critic forums app

[C Cruise Dude]

On Sunday, I found that my cruise rate had dropped significantly. I called Carnival to get either upgrade, obc or reduction in rate. I spoke with one rep who collected my info and a sudden dail tone. I call again and spoke with someone who said the computer was kicking her out. After a short time, dial tone (45 minutes on the phone total). I had to rebook at the lower rate, pay a higher deposit to get the lower rate. Come on Carnival.:mad:

 

To be fair, I called another evening and had a very pleasant rep who was very helpful. Not good odds.

[Elaine5715]

Oh my. I submitted a $10 price drop request last night. (I know, I know - $10, but that is one drink for one of us :D).

 

I'm booked Early Saver and my rate is right now is $2458 with a $50 promotional OBC. I found a rate of $2398 and submitted it, explaining that I had a rate of $2458 and a promotional OBC of $50 and I also went on to explain that I knew that actually made only a $10 net difference and that was all I was requesting. Not $60, but $10.

 

So what do you think I got as a reply? An email explaining that if I asked for the price reduction then they would have to take away my promotional OBC for $50 and did I really want to do that.

 

Lets do the math here.

 

$2458 minus $50 = $2408 and the rate I found was $2398 making a credit for me of $10.

 

Or, $2408 plus the added back promotional credit $50 = $2458 and the rate I found was $2398, making me eligible for a $60 credit.

 

Either way, it still works out to a new rate of $2398 and a $10 savings for me over what I had (with or without the promotional OBC) and I spelled this out completely in the additional comments section.

 

Do they not provide calculators to the Customer Service Reps? Their version of Windows has had the calculator removed or blocked? Do they even read the additional comments section? Is there any logic or common sense left in the world? :confused:

 

Over and out and off my soapbox!

 

I think you misunderstood. There is a difference between $60 price drop and $50 OBC with a $10 credit. They send out an automatic email when someone is trading in OBC for a precruise discount.

I booked Early Saver that had $25 OBC. Then got a casino with a price drop and a $100 cash. Sent in the form and got the form email back saying I would lose the OBC.

[irishnyc]

On Sunday, I found that my cruise rate had dropped significantly. I called Carnival to get either upgrade, obc or reduction in rate. I spoke with one rep who collected my info and a sudden dail tone. I call again and spoke with someone who said the computer was kicking her out. After a short time, dial tone (45 minutes on the phone total). I had to rebook at the lower rate, pay a higher deposit to get the lower rate. Come on Carnival.:mad:

 

To be fair, I called another evening and had a very pleasant rep who was very helpful. Not good odds.

 

There have been numerous posts about "paying a higher deposit" with a price drop. If you booked at a 50% deposit on ES, then you submit a price drop where there is no 50% deposit, you must pay the full deposit. It's in the fine print of the original 50% deposit ES rate. There should be no beef with Carnival over that one.

[C Cruise Dude]

There have been numerous posts about "paying a higher deposit" with a price drop. If you booked at a 50% deposit on ES, then you submit a price drop where there is no 50% deposit, you must pay the full deposit. It's in the fine print of the original 50% deposit ES rate. There should be no beef with Carnival over that one.

 

Irish, I didn't book ES, I booked Past Guest. I don't have a problem paying a higher deposit because I look see it as having less to pay later. It's the idea that I had to rebook whether than a rep just making the adjustment. That said, for some who had to pay a higher deposit, it might make a significant difference (large family).

[irishnyc]

I don't know about the past guest/50% deposit, but I would assume it's the same deal if the new rate doesn't offer that reduced deposit.

 

As for rebooking, I believe Carnival has instituted a "no price drops over the phone" rule - that they're obviously not following strictly - so for all we know when a price drop is submitted electronically the way it's supposed to, the rep processing them is actually doing a rebooking, even though the booking number stays the same.

[gsu_paintballer]

I don't know about the past guest/50% deposit, but I would assume it's the same deal if the new rate doesn't offer that reduced deposit.

 

As for rebooking, I believe Carnival has instituted a "no price drops over the phone" rule - that they're obviously not following strictly - so for all we know when a price drop is submitted electronically the way it's supposed to, the rep processing them is actually doing a rebooking, even though the booking number stays the same.

 

I've gotten some very dumb emails re: price drops the last few times, so I've given up on the form. I just call in and say the site with the form won't load and they take care of it immediately.

[Rena921]

All the more reason to have a PVP. Ours is awesome and got us over $400 in price drops for our July 27 sailing on Freedom so we are starting that leg with $540 in OBC and our July 21st sailing with $175 in OBC (expired FCC). All we have to do is send her an email or quick phone call. Sometimes if you have a rep that you frequently book cruises through, they can do more for you than just someone that you randomly get when you call in.

[vamartha]

its all logic. when you submit a price reduction, carnival updates your booking with the CURRENT fare code that shows the lower price. By updating your booking, you can lose all of other existing fare codes or credits. Not everything is stack able or transferable to the new current fare

 

I knew that and I told them so in the additional comments! My point was is that the person processing the form should have been sharp enough to see that:

 

2408 minus 2398=10

2458 minus 50 minus 2398 = 10

 

And they shouldn't have had to question if I really wanted to do that because it was going to make a difference. Because it wasn't. $10 OBC is $10 OBC. I could care less what column they have it marked in.

 

And if I hadn't explained I already knew about that circumstance in extreme detail in the additional comments I wouldn't have thought twice about their questioning it. I did everything but include 8 X 10 glossy photographs with circles and arrows. I guess my whole point here is - did they even read the comments?

 

(ok, if you want to split hairs, one is refundable and one isn't but if you are on CC then you know they are all refundable if you cash out in the casino)

[QDIP]

And if they took away your OBC without telling you, im sure you'd be here posting how terrible the customer service is.

[vamartha]

Vamartha - my husband has always called the CC representative that we booked with. We've never had to fill out any paperwork - just did it over the phone. Maybe if you called and talked to someone that might help. We've called 3 different times with the last rate drop only being $60. My logic - much like yours - is that it gives us a few drinks. :-) Sent using the Cruise Critic forums app

 

I called right away and had a very nice agent take care of it but I shouldn't have had to.

 

Oh, however she does proceed to tell me that she can't take my credit card payment for prepaid gratuities too. Because they will take it from my OBC. I'd have to call back in ten days! :confused: I finally convinced her to take my payment for gratuities first and then put in the OBC - took a while for that to sink in.

 

(I'm a former customer service corporate trainer and I am pretty sure inept customer service gets me riled up more than most - poor training shows through in almost every aspect of Carnival OFF the ship - certainly don't feel that way about the crew)

[vamartha]

And if they took away your OBC without telling you, im sure you'd be here posting how terrible the customer service is.

 

Actually no. I'd have done the math and figured out that it was the same dollar amount. There wouldn't have been anything to complain about. That is kind of my whole point here. :rolleyes:

[QDIP]

Actually no. I'd have done the math and figured out that it was the same dollar amount. There wouldn't have been anything to complain about. That is kind of my whole point here. :rolleyes:

 

But to some it may not be the same dollar amount.

 

As the OBC is a freebie that is for spending on the ship, where as a rate drop is a rate drop and less that you have to pay. Now you saved $50 vs having to spend $50 on the ship to realize your "discount"

[CatlinSTJ]

(I'm a former customer service corporate trainer and I am pretty sure inept customer service gets me riled up more than most - poor training shows through in almost every aspect of Carnival OFF the ship - certainly don't feel that way about the crew)

 

I totally get this! I too have done customer service training and it always irks me when employees don't follow the very basics! You know what is reasonable to expect, you know how to ask politely, and still you end up dealing with people who obviously need some serious training. At that point, you are very correct, it is a corporate issue.

 

I had a price drop rejected myself a couple of months ago and gave up trying to argue with the rep through e-mail. We put in the requests and everything was good, but the last cabin in our category was booked before they processed the request. Once final payment was due, a few cabins opened up and I was able to get one last OBC before they were booked again so it worked out, but it was still annoying.

[Leo's Rule]

Oh my. I submitted a $10 price drop request last night. (I know, I know - $10, but that is one drink for one of us :D).

 

I'm booked Early Saver and my rate is right now is $2458 with a $50 promotional OBC. I found a rate of $2398 and submitted it, explaining that I had a rate of $2458 and a promotional OBC of $50 and I also went on to explain that I knew that actually made only a $10 net difference and that was all I was requesting. Not $60, but $10.

 

So what do you think I got as a reply? An email explaining that if I asked for the price reduction then they would have to take away my promotional OBC for $50 and did I really want to do that.

 

Lets do the math here.

 

$2458 minus $50 = $2408 and the rate I found was $2398 making a credit for me of $10.

 

Or, $2408 plus the added back promotional credit $50 = $2458 and the rate I found was $2398, making me eligible for a $60 credit.

 

Either way, it still works out to a new rate of $2398 and a $10 savings for me over what I had (with or without the promotional OBC) and I spelled this out completely in the additional comments section.

 

Do they not provide calculators to the Customer Service Reps? Their version of Windows has had the calculator removed or blocked? Do they even read the additional comments section? Is there any logic or common sense left in the world? :confused:

 

Over and out and off my soapbox!

 

Why didn't you just keep it simple? I think you should have just stated that you were aware you'd lose the $50 promotional OBC in the notes section.

 

My mother fusses at me...especially with the fact that I deal with a lot of people with PhDs, MDs, or some clinical license and they act like they don't understand English. My mom tells me I have to dumb things down.

 

If it's too wordy, people don't read. Keep it simple!

[deborahjo]

If you have a $50 OBC due to a sale and you apply for a price drop due to a sale and the new sale does not include a $50 OBC you loose it. The OBC does not stay with you thru the changes.

 

Been thru this. At first was not willing to give up the $50 OBC we had but the third price drop made it worth while for us. But we are 4 months out and look for more price drops to come.

[Leo's Rule]

I knew that and I told them so in the additional comments! My point was is that the person processing the form should have been sharp enough to see that:

 

2408 minus 2398=10

2458 minus 50 minus 2398 = 10

 

And they shouldn't have had to question if I really wanted to do that because it was going to make a difference. Because it wasn't. $10 OBC is $10 OBC. I could care less what column they have it marked in.

 

And if I hadn't explained I already knew about that circumstance in extreme detail in the additional comments I wouldn't have thought twice about their questioning it. I did everything but include 8 X 10 glossy photographs with circles and arrows. I guess my whole point here is - did they even read the comments?

 

(ok, if you want to split hairs, one is refundable and one isn't but if you are on CC then you know they are all refundable if you cash out in the casino)

 

I think someone mentioned that the response is automated, but that may be something new since so many people seem to miss the fact that OBC offered with a promotion can be lost if you put in a request for a price drop that didn't offer OBC. But I hope your request was eventually approved.

 

Maybe they did read the notes, but wanted to make sure they understood what you typed????

 

But to some it may not be the same dollar amount.

 

As the OBC is a freebie that is for spending on the ship, where as a rate drop is a rate drop and less that you have to pay. Now you saved $50 vs having to spend $50 on the ship to realize your "discount"

 

It's obvious the word free still pulls a lot of people in; I was that way when I booked my 2nd cruise (the first one was done through a TA my friend used and I believe it was a group booking). The idea of "free" OBC pulled me in, but I realized that I paid for that "free" OBC in advance and in some instances you're paying Carnival to hold your money for you to offer it as OBC. The amounts are small, but I have noticed it.

 

One time a rate was $1150 with no OBC, but the rate to get $200 OBC was $1370. And just once I noticed that Carnival actually gave free OBC, but they fixed that very fast. It was only $50, but $50 that I didn't spend.

 

But I know it all depends on how the person views it; either they see it as, like you said, saving that money now or having that money as OBC to spend on the ship.

 

I'm done. :D

[quickrate]

All the more reason to have a PVP. Ours is awesome and got us over $400 in price drops for our July 27 sailing on Freedom so we are starting that leg with $540 in OBC and our July 21st sailing with $175 in OBC (expired FCC). All we have to do is send her an email or quick phone call. Sometimes if you have a rep that you frequently book cruises through, they can do more for you than just someone that you randomly get when you call in.

I agree with this!! I have an awesome PVP and when I see a price drop, I call her and she takes care of it. she has been with Carnival for over 8 years and has full understanding of all the ins and outs.

Pat

[vamartha]

But to some it may not be the same dollar amount.

 

As the OBC is a freebie that is for spending on the ship, where as a rate drop is a rate drop and less that you have to pay. Now you saved $50 vs having to spend $50 on the ship to realize your "discount"

 

It was the same thing. I've been paid in full for months and once again the person answering my rate reduction request should have seen that!

 

Here is the funny thing. My post really didn't even have to be about Carnival except for the fact that I would have had to start the thread in another forum. It was more about the lack of logic and common sense in today's world than it was about Carnival Cruise Line.

 

Example, I stopped at Lowes Foods on the way home from work yesterday and it is located about an hour from my house. I bought a lot of fresh seafood from their market and at the checkout the bag boy asked me if plastic was OK. I said yes except for the seafood items, please put them in a paper bag since I have an hour drive home. The temperature outside was about 94 degrees.

 

I was paying attention to the cashier and not the bag boy when I realized that he was putting each individual seafood package into the micro-thin brown paper bags on the top of the counter that they keep to put single alcohol purchases in (single cans, single bottles) which serve to hide the labels and/or they use to pack multiple wine bottles into a plastic bag but they don't want them clanging. Now the reason I wanted a paper bag (the kind you used to get everywhere before plastic came on the scene - yep, I'm old, some of you may not remember a time "before plastic"!!) The reason most good grocery stores provide thick paper bags in the ice cream aisle is for the insulation that they provide.

 

I live an hour away.

The seafood is cold and perishable.

The temperature outside is approaching 100 degrees.

Just a little simple deductive reasoning is all that was required.

I walked out shaking my head (and I reached down under the counter and grabbed my own paper bag before heading out).

 

Another example is McDonalds. I asked for extra ice in my tea. I was told that would be an extra charge. I said, no I don't want an extra cup, just more ice in the original tea I ordered. He didn't understand. I explained that meant I would be getting less tea but mainly less sugar and putting extra ice in the cup meant more profit for them because they would be giving me less product and have more for the next customer. Sugar is way more expensive than ice! He didn't get it.

 

Logic and reasoning. A lost art!

[mustardgirl]

A few days ago I put in a request for a price drop. In the notes I put "I realize that the $50 obc will go away and my rate will now be $xyz thanks" (expect the xyz was the actual dollar amount:))

I actually have 2 different rooms this was done on, both went through no problem. (Thankfully I have already paid the other 50% deposit, or I would have had a problem!)

Just glad I didn't have to have a run around trying to explain common sense!:eek:

[mustardgirl]

It was the same thing. I've been paid in full for months and once again the person answering my rate reduction request should have seen that!

 

Here is the funny thing. My post really didn't even have to be about Carnival except for the fact that I would have had to start the thread in another forum. It was more about the lack of logic and common sense in today's world than it was about Carnival Cruise Line.

 

Example, I stopped at Lowes Foods on the way home from work yesterday and it is located about an hour from my house. I bought a lot of fresh seafood from their market and at the checkout the bag boy asked me if plastic was OK. I said yes except for the seafood items, please put them in a paper bag since I have an hour drive home. The temperature outside was about 94 degrees.

 

I was paying attention to the cashier and not the bag boy when I realized that he was putting each individual seafood package into the micro-thin brown paper bags on the top of the counter that they keep to put single alcohol purchases in (single cans, single bottles) which serve to hide the labels and/or they use to pack multiple wine bottles into a plastic bag but they don't want them clanging. Now the reason I wanted a paper bag (the kind you used to get everywhere before plastic came on the scene - yep, I'm old, some of you may not remember a time "before plastic"!!) The reason most good grocery stores provide thick paper bags in the ice cream aisle is for the insulation that they provide.

 

I live an hour away.

The seafood is cold and perishable.

The temperature outside is approaching 100 degrees.

Just a little simple deductive reasoning is all that was required.

I walked out shaking my head (and I reached down under the counter and grabbed my own paper bag before heading out).

 

Another example is McDonalds. I asked for extra ice in my tea. I was told that would be an extra charge. I said, no I don't want an extra cup, just more ice in the original tea I ordered. He didn't understand. I explained that meant I would be getting less tea but mainly less sugar and putting extra ice in the cup meant more profit for them because they would be giving me less product and have more for the next customer. Sugar is way more expensive than ice! He didn't get it.

 

Logic and reasoning. A lost art!

 

I agree with you 100% I have heard DrPhil say "Common sense just isn't common anymore" and I tell you I see it every day!!! I try my hardest to make sure my kids have common sense, cause most these days just don't have it!

[Leo's Rule]

It was the same thing. I've been paid in full for months and once again the person answering my rate reduction request should have seen that!

 

Here is the funny thing. My post really didn't even have to be about Carnival except for the fact that I would have had to start the thread in another forum. It was more about the lack of logic and common sense in today's world than it was about Carnival Cruise Line.

 

Example, I stopped at Lowes Foods on the way home from work yesterday and it is located about an hour from my house. I bought a lot of fresh seafood from their market and at the checkout the bag boy asked me if plastic was OK. I said yes except for the seafood items, please put them in a paper bag since I have an hour drive home. The temperature outside was about 94 degrees.

 

I was paying attention to the cashier and not the bag boy when I realized that he was putting each individual seafood package into the micro-thin brown paper bags on the top of the counter that they keep to put single alcohol purchases in (single cans, single bottles) which serve to hide the labels and/or they use to pack multiple wine bottles into a plastic bag but they don't want them clanging. Now the reason I wanted a paper bag (the kind you used to get everywhere before plastic came on the scene - yep, I'm old, some of you may not remember a time "before plastic"!!) The reason most good grocery stores provide thick paper bags in the ice cream aisle is for the insulation that they provide.

 

I live an hour away.

The seafood is cold and perishable.

The temperature outside is approaching 100 degrees.

Just a little simple deductive reasoning is all that was required.

I walked out shaking my head (and I reached down under the counter and grabbed my own paper bag before heading out).

 

Another example is McDonalds. I asked for extra ice in my tea. I was told that would be an extra charge. I said, no I don't want an extra cup, just more ice in the original tea I ordered. He didn't understand. I explained that meant I would be getting less tea but mainly less sugar and putting extra ice in the cup meant more profit for them because they would be giving me less product and have more for the next customer. Sugar is way more expensive than ice! He didn't get it.

 

Logic and reasoning. A lost art!

 

This is funny and sad all at the same time. I remember paper bags, but I didn't know they were used to insulate items in the bag. Thanks for the lesson!

 

It is sad that my generation is lumped in with today's generation; I'm a 70's baby...a bicentennial to be exact. (And yes I know that was in the 1700's, but the last 2 digits are what I'm focusing on). :D

 

I have a sign on my door at work about people not having common sense.