Daytime may not be the best time to call.....

[dukemha]

I just read the post from the person who was put on hold for 2 hours, then was able to upgrade their family into a Royal Suite. That worked out well for him/her. I would just like to vent about my experience. The first time I called the general information line this morning, I was put on hold for 24 minutes. Then as the call was being transferred to a live person (a Brand Specialist), my call was dropped completely. Back to square one. I re-dialed and was again put on hold. This time, after 48 minutes, still on hold, I gave up. I then found the number for Crown and Anchor, called that number and reached a live person within two minutes. My bad. I should have called that number initially - no one to blame but myself. My question was answered and I was on my way within five minutes.

 

At any rate, I am just venting at this point. I'm somewhat ticked at myself for spending so much time on hold when I could have put my time to better use. After awhile, you get to the point where you're just curious to see how long it might actually take before you are connected with a live person. Being on hold for so long wore me out so I never actually found out. But honestly, isn't there a better way in times of high call volume, a more service-oriented solution, than to keep folks on-hold for seemingly forever? It just doesn't strike me as being terribly customer-oriented. I know the actual cruise itself will be a far different experience. I only wish every aspect of the pre-cruise process ran more smoothly and greater consideration was given to those attempting to get simple questions answered by phone.

 

Vent over.

[cb at sea]

Wow..that's pretty bad...almost as bad as trying to contact the phone company!

[phoenix1181]

If you can come up with an acceptable alternative to placing people on hold I'm sure RCCL and many other large companies would love to know what it is.

 

Our cable company tells us to call back at another time and disconnects. I find that completely unacceptable. Another company says they'll call me back and gives me a 3 hour window. Great! Am I supposed to stay close to my phone waiting?

 

Unfortunately, there really doesn't seem to be a satisfactory solution to the problem. But, IMHO, it's still better than the old days when you got a busy signal!

[lexsea]

I also called yesterday and was on hold for 2 and a half hours! Wanted to get promotion for my brother and his family. After a 2 and half hour wait...the promotion was over! The brand specialist stated that there was no more availability for the promotion. UGH!