mauicruiser Posted September 3, 2014 #1 Share Posted September 3, 2014 After June cruise on Navigator, we had a problem with photo package. Photo dept had technical problems and lost many of our photos. After a month, the vendor advised they would be sending a refund of $249.99 thru RC. That email from photo vendor was sent to me July 24. On 25 August, I began calling RC asking about this credit. I was assured that I would get an email shortly regarding status. Nothing. Five days later I called again, spoke with the same "customer service" agent, was asked and provided all the info again. Same promises with same result. Now Sept 3, I call again and "supervisor" tells me they are researching this. We are Elite Plus customers but even if we weren't, this is very poor customer service. Not only did I lose pictures, I have lost my time dealing with what should have been done promptly. Not a happy customer. Anybody else had customer service problems with RC? Link to comment Share on other sites More sharing options...
sowhat Posted September 3, 2014 #2 Share Posted September 3, 2014 We had a poor cruise on Serenade in July due to poor service in the MDR, poor food and noise above our suite. We sent a email to RCI UK regarding the cruise. No reply at all. Link to comment Share on other sites More sharing options...
Ocean Boy Posted September 3, 2014 #3 Share Posted September 3, 2014 It kind of works like the IRS. You have to give them money by a certain dealine or they cancel your cruise but they can get your refund out whenever they get around to it. Link to comment Share on other sites More sharing options...
cruisenfever Posted September 3, 2014 #4 Share Posted September 3, 2014 After June cruise on Navigator, we had a problem with photo package. Photo dept had technical problems and lost many of our photos. After a month, the vendor advised they would be sending a refund of $249.99 thru RC. That email from photo vendor was sent to me July 24.On 25 August, I began calling RC asking about this credit. I was assured that I would get an email shortly regarding status. Nothing. Five days later I called again, spoke with the same "customer service" agent, was asked and provided all the info again. Same promises with same result. Now Sept 3, I call again and "supervisor" tells me they are researching this. We are Elite Plus customers but even if we weren't, this is very poor customer service. Not only did I lose pictures, I have lost my time dealing with what should have been done promptly. Not a happy customer. Anybody else had customer service problems with RC? The Photo Department on any RCI ship is contracted to an outside agency just like the Spa and the Shops on Board. IMHO, you should be dealing with the Photo Vender and not RCI since it was the person that works for the photo shop on board that lost your photos. BTW, C&A does not have an Elite Plus level. Are you maybe Diamond Plus?:D Link to comment Share on other sites More sharing options...
setsail Posted September 3, 2014 #5 Share Posted September 3, 2014 (edited) What is elite+ on rci? After the month, you would allow 2 billing cycles or 2 more months/ by Sept 24th http://image.freshdesk.com/support/solutions/articles/34711-refund-and-exchange Edited September 3, 2014 by setsail Link to comment Share on other sites More sharing options...
cruisinfanatic Posted September 3, 2014 #6 Share Posted September 3, 2014 After June cruise on Navigator, we had a problem with photo package. Photo dept had technical problems and lost many of our photos. After a month, the vendor advised they would be sending a refund of $249.99 thru RC. That email from photo vendor was sent to me July 24.On 25 August, I began calling RC asking about this credit. I was assured that I would get an email shortly regarding status. Nothing. Five days later I called again, spoke with the same "customer service" agent, was asked and provided all the info again. Same promises with same result. Now Sept 3, I call again and "supervisor" tells me they are researching this. We are Elite Plus customers but even if we weren't, this is very poor customer service. Not only did I lose pictures, I have lost my time dealing with what should have been done promptly. Not a happy customer. Anybody else had customer service problems with RC? You've tried hard enough to get your refund. Time to call your credit card company Link to comment Share on other sites More sharing options...
Life is Good Cruising Posted September 3, 2014 #7 Share Posted September 3, 2014 (edited) Elite + is on Celebrity cruises and I believe it equates to Diamond on RCI, but it's really as many points as being Pinnacle on RCI. http://www.celebritycruises.com/captains-club/membership/captains-club-overview#captains_club_tier_elite_plus/captains-club/membership/captains-club-tier-elite-plus%3Fsubtab=true Edited September 3, 2014 by Life is Good Cruising Link to comment Share on other sites More sharing options...
Clarea Posted September 3, 2014 #8 Share Posted September 3, 2014 (edited) What is elite+ on rci? After the month, you would allow 2 billing cycles or 2 more months http://image.freshdesk.com/support/solutions/articles/34711-refund-and-exchange There is currently no reciprocity between Celebrity Elite+ and any level on Royal. EDIT: Actually to be more accurate, Celebrity Elite and better equates to Diamond on Royal. Edited September 3, 2014 by clarea Link to comment Share on other sites More sharing options...
Ocean Boy Posted September 3, 2014 #9 Share Posted September 3, 2014 The Photo Department on any RCI ship is contracted to an outside agency just like the Spa and the Shops on Board. IMHO, you should be dealing with the Photo Vender and not RCI since it was the person that works for the photo shop on board that lost your photos. BTW, C&A does not have an Elite Plus level. Are you maybe Diamond Plus?:D I understand your point but I tend to disagree with it. We all book our cruise to vavation on an RCI ship. Our ultimate cruise experience falls on RCI's shoulders and RCI has a certain responsibility for the vendors that they contract with for services. Our credit card info is given to RCI. RCI submits the charges to the credit card company not the individual vendors. Even if the vendor is the responsible party in this case, it is RCI that the service reflects on. No one is going to remember having a bad experience with Steiner's Spa, or the photo vendor, or the shops' vendor. They are going to remember having a bad experience with RCI. And RCI should be very interested in getting this issue resolved. Everything that happens aboard ship relects on them. Link to comment Share on other sites More sharing options...
setsail Posted September 3, 2014 #10 Share Posted September 3, 2014 There is currently no reciprocity between Celebrity Elite+ and any level on Royal. Exactly Link to comment Share on other sites More sharing options...
tinkerme1 Posted September 3, 2014 #11 Share Posted September 3, 2014 (edited) After June cruise on Navigator, we had a problem with photo package. Photo dept had technical problems and lost many of our photos. After a month, the vendor advised they would be sending a refund of $249.99 thru RC. That email from photo vendor was sent to me July 24.On 25 August, I began calling RC asking about this credit. I was assured that I would get an email shortly regarding status. Nothing. Five days later I called again, spoke with the same "customer service" agent, was asked and provided all the info again. Same promises with same result. Now Sept 3, I call again and "supervisor" tells me they are researching this. We are Elite Plus customers but even if we weren't, this is very poor customer service. Not only did I lose pictures, I have lost my time dealing with what should have been done promptly. Not a happy customer. Anybody else had customer service problems with RC? Call and ask to speak with the Resolutions Desk at RCCL and Call your Credit Card Company too. Put a Stop Payment on your Credit Card until the refund is received. The Credit Card company should be able to help resolve this issue!:D Edited September 3, 2014 by tinkerme1 Link to comment Share on other sites More sharing options...
2004corvette Posted September 3, 2014 #12 Share Posted September 3, 2014 (edited) i had a similar problem with a photo package last year......i found the problem was the the photo company (Images ~ MyCruisePhotos.com) and not RCL. the photo company was the issue and very slow in determining i was entitled a refund (2-3 months later).....once the refund was granted RCL promptly processed and issued it. FYI.....here's my photo package thread...... http://boards.cruisecritic.com/showthread.php?t=1904036 Edited September 3, 2014 by 2004corvette Link to comment Share on other sites More sharing options...
big al Posted September 3, 2014 #13 Share Posted September 3, 2014 After June cruise on Navigator, we had a problem with photo package. Photo dept had technical problems and lost many of our photos. After a month, the vendor advised they would be sending a refund of $249.99 thru RC. That email from photo vendor was sent to me July 24.On 25 August, I began calling RC asking about this credit. I was assured that I would get an email shortly regarding status. Nothing. Five days later I called again, spoke with the same "customer service" agent, was asked and provided all the info again. Same promises with same result. Now Sept 3, I call again and "supervisor" tells me they are researching this. We are Elite Plus customers but even if we weren't, this is very poor customer service. Not only did I lose pictures, I have lost my time dealing with what should have been done promptly. Not a happy customer. Anybody else had customer service problems with RC? Try calling Cynthia Lembos @ 888-767-4644 EXT. 11515..she's in CS and a notch above the rest.... Alan Link to comment Share on other sites More sharing options...
sharpasice Posted September 3, 2014 #14 Share Posted September 3, 2014 After June cruise on Navigator, we had a problem with photo package. Photo dept had technical problems and lost many of our photos. After a month, the vendor advised they would be sending a refund of $249.99 thru RC. That email from photo vendor was sent to me July 24.On 25 August, I began calling RC asking about this credit. I was assured that I would get an email shortly regarding status. Nothing. Five days later I called again, spoke with the same "customer service" agent, was asked and provided all the info again. Same promises with same result. Now Sept 3, I call again and "supervisor" tells me they are researching this. We are Elite Plus customers but even if we weren't, this is very poor customer service. Not only did I lose pictures, I have lost my time dealing with what should have been done promptly. Not a happy customer. Anybody else had customer service problems with RC? Have you tried the resolutions department rather than the regular customer service agents? Just call Royal and ask for resolutions they will transfer you. Good Luck to you. Link to comment Share on other sites More sharing options...
Rare S.A.M.J.R. Posted September 3, 2014 #15 Share Posted September 3, 2014 You weren't getting married were you? :D Link to comment Share on other sites More sharing options...
cruisingwithtwins Posted September 3, 2014 #16 Share Posted September 3, 2014 post your issues on the RCI facebook page. I know some people who had issues promptly resolved when they posted comments under the photos they post. Link to comment Share on other sites More sharing options...
Wilda Posted September 3, 2014 #17 Share Posted September 3, 2014 $250 is a significant amount of money to have tied up for over 2 months. I agree with the comment about posting on the Facebook page and also calling your credit card company to dispute the charge. That should get their attention. Good luck. Link to comment Share on other sites More sharing options...
leaveitallbehind Posted September 3, 2014 #18 Share Posted September 3, 2014 Elite + is on Celebrity cruises and I believe it equates to Diamond on RCI, but it's really as many points as being Pinnacle on RCI. http://www.celebritycruises.com/captains-club/membership/captains-club-overview#captains_club_tier_elite_plus/captains-club/membership/captains-club-tier-elite-plus%3Fsubtab=true The amount of points between the two programs is irrelevant as each program's points are valued and calculated differently and are not equivalent. Link to comment Share on other sites More sharing options...
AustinCruise Posted September 3, 2014 #19 Share Posted September 3, 2014 Contact the photo people again. My credit (was double charged) showed up quickly the second time I talked to the photo people. Link to comment Share on other sites More sharing options...
dancinman66 Posted September 3, 2014 #20 Share Posted September 3, 2014 Definitely go through resolutions department They can work wonders Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
Lunarclipse Posted September 3, 2014 #21 Share Posted September 3, 2014 I am sorry to hear you are having these issues. Please keep in mind as others have stated that this is not RCI's issue. This is a third party vendor issue and it is a courtesy that anyone at RCI is attempting to assist. Contact the photo company. Link to comment Share on other sites More sharing options...
Moondawgie Posted September 3, 2014 #22 Share Posted September 3, 2014 I am sorry to hear you are having these issues. Please keep in mind as others have stated that this is not RCI's issue. This is a third party vendor issue and it is a courtesy that anyone at RCI is attempting to assist. Contact the photo company. I had an issue with the photo company and had to deal with them directly. RCI cannot help, but I will add that I wrote RCI and told them that the monopoly the photo people have with their ships is unacceptable. Blame the photo people and deal with them. The same is true of the spa. Link to comment Share on other sites More sharing options...
lady_cruiser Posted September 4, 2014 #23 Share Posted September 4, 2014 (edited) Does it really matter what level you are? Shouldn't all levels, from Gold to Pinnacle, expect to receive the same level of customer service? Edited September 4, 2014 by lady_cruiser Link to comment Share on other sites More sharing options...
PLEIKU68 Posted September 4, 2014 #24 Share Posted September 4, 2014 Next time buy a camera and take your own pictures .:) Link to comment Share on other sites More sharing options...
mauicruiser Posted September 4, 2014 Author #25 Share Posted September 4, 2014 Yes we are Diamond Plus, senior moment!!! I did deal with the photo vendor and they said the refund had to go back to RC. They said they sent credit on July 24 to RC. Appreciate your suggestion. Link to comment Share on other sites More sharing options...
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