SLCfirsttimer Posted September 17, 2014 #1 Share Posted September 17, 2014 So yesterday I had a great experience with Princess customer support when I upgraded my cabin for my upcoming cruise and I decided to send an email to Jan Swartz about the positive experience that I had. I was expecting a form letter back to be quite honest, but while I was away from my phone I received a call from Jan's office thanking me for my letter and wanting some additional information about a slight problem I brought up with calling after hours and not receiving a message that their call center was closed. I am quite impressed that they took the time to call me and asked me to call back to share some additional information about what occurred with the being placed on hold issue. Link to comment Share on other sites More sharing options...
Thrak Posted September 17, 2014 #2 Share Posted September 17, 2014 Wowie Zowie! Most unexpected but nice. Link to comment Share on other sites More sharing options...
Colo Cruiser Posted September 17, 2014 #3 Share Posted September 17, 2014 Good. Link to comment Share on other sites More sharing options...
JimnKaren Posted September 17, 2014 #4 Share Posted September 17, 2014 See? Good thing can happen from a big corporation! If possible, sent a thank you note to the office of the boss-guy. It will filter down to her. Jim Link to comment Share on other sites More sharing options...
chrysalis Posted September 17, 2014 #5 Share Posted September 17, 2014 See? Good thing can happen from a big corporation! If possible, sent a thank you note to the office of the boss-guy. It will filter down to her. Jim She is the "boss-guy".:D:D Link to comment Share on other sites More sharing options...
SingerEsq Posted September 17, 2014 #6 Share Posted September 17, 2014 In the past, we have sent letters of praise, as well as issues we have had, and always received a call from Alan Buckelew's office (especially for the letters of praise :D) when he was boss. Glad to hear the practice still continues. Link to comment Share on other sites More sharing options...
SLCfirsttimer Posted September 17, 2014 Author #7 Share Posted September 17, 2014 See? Good thing can happen from a big corporation! If possible, sent a thank you note to the office of the boss-guy. It will filter down to her. Jim That was the main part of my email to Jan, praise to the person who helped me yesterday. They were fantastic and the person who called me said they would make sure that my praise made it to the representative who assisted me. Link to comment Share on other sites More sharing options...
Loonbeam Posted September 18, 2014 #8 Share Posted September 18, 2014 I need to point out, that like many corporations it's not really the 'President's staff or CEO staff.' Its tier 2 or 3 of their usual call center operations that are tasked with responding to inquiries sent to the c-suite. They do tend to have more experienced and better trained reps with more flexibility in resolving issues. The CEO's assistant will route everything there that is not expected. Link to comment Share on other sites More sharing options...
cdngrl Posted September 18, 2014 #9 Share Posted September 18, 2014 She is the "boss-guy".:D:D this made me smile. :D Link to comment Share on other sites More sharing options...
dfields1814 Posted September 18, 2014 #10 Share Posted September 18, 2014 A couple of years ago I kept reading on CC posts from people who wanted to contact the CEO with complaints. So I decided to write him a positive e mail thanking him for his efforts and praising the staff. I immediately got a response with his name on it thanking me. I don't know if he or his staff actually wrote it. But they were pleased to get a positive letter. Link to comment Share on other sites More sharing options...
windsor26 Posted September 18, 2014 #11 Share Posted September 18, 2014 (edited) Please could someone give me the e-mail for the USA office (Captains Circle if they differ) Unfortunately I get the default of the Australian site when I google it. Or even the fax number would be good Thanks Edited September 18, 2014 by windsor26 Link to comment Share on other sites More sharing options...
redtogo Posted September 18, 2014 #12 Share Posted September 18, 2014 CONTACT INFORMATION PRINCESS CRUISES (Corporate Headquarters) 24305 Town Center Drive Santa Clarita, CA 91355 Call 1-866-335-6379 For all other inquiries, please call 1-800-774-6237 Princess Call Center Hours: Current Hours: Monday - Friday 6am - 7pm Pacific Time (9am-10pm ET) Saturday and Sunday 6am - 6pm Pacific Time (9am-9pm ET) (This number is probably within the USA) Link to comment Share on other sites More sharing options...
redtogo Posted September 18, 2014 #13 Share Posted September 18, 2014 customerrelations at princesscruises dot com Replace at with @ and dot with . Link to comment Share on other sites More sharing options...
windsor26 Posted September 19, 2014 #14 Share Posted September 19, 2014 Thank you both for that information The e-mail is what I wanted as phone calls from Australia are too expensive as the free phone is not applicable. Thanks again Link to comment Share on other sites More sharing options...
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