Turnaround Time for Customer Care?

[Seago2]

For the first time ever I sent a complaint to customer care @Carnival after I got back from my last cruise. It was a B2B on Fantasy, I made sure to credit the crew for their outstanding job, but there was minimal AC in the V cabins (suites) and it was really a problem. There were people far more upset than we were up and down both hallways. I actually just read a new review where someone is complaining about it still- a few weeks after our sailing. The fan we were given was an industrial fan that was comically loud and had a broken switch.

 

So I sent an email to Carnival. Got an auto response saying it could take 7-10 days for a response. All I am asking for at this point is a response- it's the principle of the thing. It's been 20 days- nothing but a barrage of invitations to take the same VIFP survey ("due to your recent communication..."). So Sunday I called to see if I was ever going to get a response. I was told it had been "kicked up to a supervisor").

 

Sooooo...... Does anyone ever get an actual response? How long does it take?

[champagne123]

I think that I would probably move on with my life. But that's just me I guess

[Seago2]

I think that I would probably move on with my life. But that's just me I guess

 

Thanks for the help. I was thinking of sitting by the phone waiting for it to ring but I guess based on your advice I should just go to work.

[champagne123]

Thanks for the help. I was thinking of sitting by the phone waiting for it to ring but I guess based on your advice I should just go to work.

 

Ha ha ha !!!! You described exactly what I pictured! Seriously though, I hope you hear back.

[missdebi]

I think that I would probably move on with my life. But that's just me I guess

 

 

It is the "little" things that add up.....it has to be addressed. Hot rooms...pool water that is way to warm.....security not stopping kids from continually jumping on adults in the pool...security not stopping an argument before it escalates to a fist fight...if you do not follow through it never gets addressed by the person in management that has the ability to make a change.

[YubaSutter]

You will receive a general apology letter soon. It will probably say, " sorry you had problems. We strive to make every cruise special. Give us another try."

[Lovefuninthesun]

Thanks for the help. I was thinking of sitting by the phone waiting for it to ring but I guess based on your advice I should just go to work.

 

Hahaha :D

[Seago2]

You will receive a general apology letter soon. It will probably say, " sorry you had problems. We strive to make every cruise special. Give us another try."

 

I will mull it over on my Princess cruise. I don't know why I'm fixated on this at this point. Maybe because I spent triple to be in a suite and chose to move from a perfectly fine OV to the suite and really looked forward to the suite life, lol. No matter how you slice it we were the least problematic of the pax up in the V cabins area. We knew to expect it because we had been on the week before and had talked to people in the suites.

 

I'm just at the point where I've never complained and now I clearly am and... what happens? Radio silence.

[crazyfrazee]

I sent a complaint about the head waiter trying to take my Nikon camera from me and didn't ever hear back. I normally go on a late night or early morning walk taking pictures of the ship. That way there's not lots of people and everything is clean. I had walked into a MDR and snapped a few pictures then noticed way over in a corner there were people wearing face dust masks rolling silverware in napkins. I would have taken a picture but I didn't have the zoom lens on the camera. They thought I took their picture so they came after me. The head waiter tried to take my camera telling me I was not allowed to take their picture. I told them they were fair game but that I didn't take their picture. He tried to take my camera to check it but I refused. I complained because after all, it was an assault. I didn't feel comfortable complaining while on the ship because there would be no escape if one was needed. It kind of ruined my cruise but I didn't dwell on it. I am still sitting next to my computer waiting for a reply to my complaint. I'm sure they look after their own. Didn't surprise me.

[sandij]

I don't complain unless it's something out of the ordinary that I feel should be addressed, but I've never gotten more than a scripted response that answered nothing.

[Seago2]

Today was my lucky day!

 

They're sending a check for $503, god only knows what math they're using, and I get 15% off a future booking. The one catch: it's on Carnival :p. I wonder if they even read the emails or if there is some sort of algorithm that picks up key words like cruise+suite+Gold+leavingforever and an auto response is generated.

 

Ok, that's that.

[Disconnections]

I actually just read a new review where someone is complaining about it still- a few weeks after our sailing. The fan we were given was an industrial fan that was comically loud and had a broken switch.

 

I remember reading your post about this and I wouldn't have been happy, like yourself, if the air conditioning wasn't functioning properly. It's upsetting to see that weeks after a known product failure had occurred, Carnival and those onboard could not take the initiative to resolve the problem and ensure that all guests will have an enjoyable experience when staying in those staterooms.

 

On a positive note, I'm glad Carnival was able to extend a goodwill gesture to you for your inconvenience and how upset this must have made you. I know you're not one to complain unless there is an actual problem. Should you decide to use your 15% voucher, I wish you the best of luck that your next Carnival experience is much nicer than your cruise on the Carnival Fantasy.

Edited September 17, 2014 by Disconnections

[Seago2]

Thank you, Disconnections. It really wasn't the end of the world for me as we had 12 days on the ship. I felt really sorry for the guy on oxygen who was really overheating. When you pay for a suite you expect.... Better. God only knows what work needs to be done on the AC. It's the entire series of V cabins.

 

Well, onward and upward.

[Seago2]

I love this paragraph:

 

"We know that your stateroom is your home-away-from-home during your vacation, which is why we are so sorry to hear of your discomfort. While we realize everyone’s comfort level in the area of temperature can differ, we regret you were uncomfortable."

 

Translation: it was only 75, "within Carnival guidelines" or whatever they kept saying.

[Disconnections]

It really wasn't the end of the world for me as we had 12 days on the ship. I felt really sorry for the guy on oxygen who was really overheating.

 

This comment shows exactly the type of person you are.

[Seago2]

This is insane!

 

I was supposed to get a check for $503.58.

 

Today I get a check for exactly half, $251.79, made out to my former (not for four years) last name. Yes, obviously my VIFP name is current and I've been on four Carnival cruises since I got remarried. No idea why they pulled my former name out of mothballs.

 

The check says Carnival, then Carnival Cruise Lines/Seabourn Cruise Line under that. The description is "GESTURE OF GOODWILL."

 

So I call customer care and believe it or not have to repeat myself three times with the word "Seabourn" and explain what it is! I've never been on Seabourn. I assume all the checks say that? Who cares, anyway... But the agent had never heard of Seabourn (and no I'm not English or from NYC or Boston, I pronounced it Sea-Born). Clueless.

 

It's just funny that it's half, made out to the wrong name, and they have no idea when it was sent, if it was sent- nothing. Wouldn't it make sense that my file would say if or when a check was sent out?

 

Questions asked by the customer care rep:

 

"What is Seabourn?"

"Was this casino winnings from a long time ago?"

"Can you please hold again?"

"Did you change your name back?"

 

Obviously I put all of my identifying info in my letter of complaint.

 

OMG, 26 minutes in hold now, they have to kill that woman's voice when you're on hold- "what does VIFP stand for? Very Interesting Frozen Penguin?" or whatever she just said-

 

I'm going insane. OMG. Just get me someone who knows what they're doing... Lol

[S.S.Oceanlover]

Thanks for the help. I was thinking of sitting by the phone waiting for it to ring but I guess based on your advice I should just go to work.

 

lol too funny!

 

Bill

[missdebi]

This is insane!

 

I was supposed to get a check for $503.58.

 

Today I get a check for exactly half, $251.79, made out to my former (not for four years) last name. Yes, obviously my VIFP name is current and I've been on four Carnival cruises since I got remarried. No idea why they pulled my former name out of mothballs.

 

The check says Carnival, then Carnival Cruise Lines/Seabourn Cruise Line under that. The description is "GESTURE OF GOODWILL."

 

So I call customer care and believe it or not have to repeat myself three times with the word "Seabourn" and explain what it is! I've never been on Seabourn. I assume all the checks say that? Who cares, anyway... But the agent had never heard of Seabourn (and no I'm not English or from NYC or Boston, I pronounced it Sea-Born). Clueless.

 

It's just funny that it's half, made out to the wrong name, and they have no idea when it was sent, if it was sent- nothing. Wouldn't it make sense that my file would say if or when a check was sent out?

 

Questions asked by the customer care rep:

 

"What is Seabourn?"

"Was this casino winnings from a long time ago?"

"Can you please hold again?"

"Did you change your name back?"

 

Obviously I put all of my identifying info in my letter of complaint.

 

OMG, 26 minutes in hold now, they have to kill that woman's voice when you're on hold- "what does VIFP stand for? Very Interesting Frozen Penguin?" or whatever she just said-

 

I'm going insane. OMG. Just get me someone who knows what they're doing... Lol

 

Goodness...they are putting you to a test!!!! If you can make it through all the different questions and Carnival reps and not hang up you will "win" the other half of your money!

[dickinson]

So sorry to hear about all this! Are you still on the phone with them???!! What happened? I hope it has been resolved to your satisfaction.

[Seago2]

They said they would look into it and call me back.

 

*waits by phone*

 

:p

[sanmarcosman]

They said they would look into it and call me back.

 

*waits by phone*

 

:p

 

I also read your review at the time you posted it and am happy you are following through in the matter.

[Seago2]

I also read your review at the time you posted it and am happy you are following through in the matter.

 

Thanks! Honestly I don't care about getting $500 back from them. $500 goes randomly in and out of my life on any given week with no rhyme or reason (hot water tank went, magically got $350 from NYS for nothing, etc).

 

I just want them to realize that if you put a bunch of unhappy people in hot cabins you have to make it right. Way to make it right: fix the ongoing air conditioning issue.

 

We shall see!

[Folk Singer]

I think that I would probably move on with my life. But that's just me I guess

 

;);)

[Folk Singer]

Ha ha ha !!!! You described exactly what I pictured! Seriously though, I hope you hear back.

 

we do as well.