Current Cruise Issue....

[FCGibby]

Hi,

 

First post, not sure how to go about it, so sorry if the format is wrong.

 

I come here in the hopes that there is some advice from the community for getting an issue resolved on the cruise I am currently sailing on...

 

So, here it goes;

 

I am currently on the Golden Princess in Alaska with my girlfriend. I have been on multiple Disney cruises, and one carnival. Carnival was a horrible experience, so here i am on princess in the hopes its a better cruise line.... Boy was i wrong!

 

We pre-purchased a 240min internet package for $102.95 about 5 days before setting sail. Once on board, we had no information about the internet so my girlfriend went to the front desk and asked about it. The internet manager was already gone, so they told us we could go ahead and make an account for now, and the internet usage would be transfered from our pre-paid package at a later date. So we used the internet as normal, created an account, and started surfing. The internet manager was never around during our free times so we finally got to him on day 4 or 5. Come to our surprise, he cant transfer the minutes and now we have $120ish to our cabin and the 240min just istting there still! We ask whats going on, and he said that he cant transfer the usage and we will have to pay the $120 + the pre-paid package of $102.95. So we still get our 240mins halfway through the cruise, and get charged an additional $120..... What!?!?!?

 

We then ask what we should have done and he tells us the our cabin should have received an internet "voucher" telling us to come see him on day 1 to "activate" the pre-paid package. Only issue.... We never received the voucher so had no idea.

 

To make things worse, we then went the the front/pursers desk and told them about the issue. They checked their system and told us the pre-paid package was "delivered late to their system" because we bought it within a week of departure.... So there is no way they could have given us the voucher, as their system doesnt show we pre-purchased the internet plan! IF i had gotten the voucher, i would have of course gotten it activated, but i couldnt as they never gave us the "voucher" they speak of.....

 

So after explaining ALL of this, the best the front desk can do is "ask the internet manager if he can adjust our account, but nothing more"...... And the internet manager already told us in person he isnt adjusting it.... So we are out $102.95 prepaid, + another $120 of charged minutes. Internet manager is rude and cant help, and princess cant help out with a $120 onboard credit....

 

Bear in mind, we paid $3000+ for the cruise, over $1500 for excursions, and have opened/closes the casino everynight dropping $100~$300 per night. So we are at a total of $5000+ paid to princess, but they cant help us with $120 of internet charges..... Absolutely absurd! Horrible experience, will not pay the $120 as it is clearly the cruise's fault!

 

Please help with suggestions, etc as the stupidity of the cruiseline not willing to help with $120 of knternet that is THEIR FAULT is ruining the experience! Who should i go to? What happens if i refuse to pay the $120 at dismebarkation? (Lawyer here so i think i found grey areas i can get through), or maybe ask for all my gratuity money back and tell the staff its the cruise lines fault.

 

Help please!

[dforeigner]

So the whole cruise experience is ruined because of a simple accounting issue.

 

Have you asked if they can refund you on the minutes that you pre-purchased? Then use that money towards paying for the current bill?

[Flatbush Flyer]

Call your credit card company and challenge the charge.

[FCGibby]

Hi flatbush flyer,

 

Appreciate the idea, but id rather try and resolve it where the cruise line see's its own fault rather than the bank still paying the cruise even if i challenge the charge.

 

Also appreciate the non-synical approach as observed by the other poster....

[FCGibby]

I didnt write down the names yet, but recorded ALL the conversations on my phone.... Should i still grab names?

[dforeigner]

I didnt write down the names yet, but recorded ALL the conversations on my phone.... Should i still grab names?

 

I would. In case you need to write a letter. When you write a letter state simply the facts. No emotions or personal opinions are needed as it will be a turn off to whomever is reading your letter. If you have to go the letter route, it will take a few weeks to get a reply. The same if you were to write an email.

Then if this is not resolved, you can put a complain with BBB.org Again, this will take a time to resolve but if you keep your cool, it should be resolved in your favor.

 

Based on what you are stating here, you were given erroneous information by the front desk. Again, I am making this statement based only on your side of the story.

[GUT2407]

I didnt write down the names yet, but recorded ALL the conversations on my phone.... Should i still grab names?

 

 

If you recorded them without permission you MAY have committed an offense.

[boone2]

I also think it is so wrong to record a conversation without permission. I have had people try to do that with me in the ER that I work in and tell them to turn it off immediately. Not that I have anything to hide, I just don't agree with recording conversations especially without permission

[fishywood]

OK twice I have started to reply with ideas that may or may not be helpful but had to abort when noticing the OPs subsequent posts (I am on my very slow netbook tonite). Now all I can suggest is to take the credit offered and not let a dispute over $17 add to your list of heavy burdens. Alternately boasting of big spending and then crying poverty, and surreptitiously recording conversations does not (I hope and pray) represent the sound judgement of a recent law school graduate. Please try to find the time to disconnect and relax on your cruise.

[dforeigner]

OK twice I have started to reply with ideas that may or may not be helpful but had to abort when noticing the OPs subsequent posts (I am on my very slow netbook tonite). Now all I can suggest is to take the credit offered and not let a dispute over $17 add to your list of heavy burdens. Alternately boasting of big spending and then crying poverty, and surreptitiously recording conversations does not (I hope and pray) represent the sound judgement of a recent law school graduate. Please try to find the time to disconnect and relax on your cruise.

 

My thoughts exactly and nicely (politely)put. Something that I lack at times. Hence why I did not make a similar statement.

[custompcsys]

Call your credit card company and challenge the charge.

 

Can you dispute a portion of a credit card charge? Sounds like the charge on the OP's credit card will have a lot more on it than just the internet package he wasn't able to use. While I agree it would be nice if they acknowledged the mistake and refunded the cost of the package while on board, and you can certainly continue up the chain of command on board and see if you can get the matter resolved, it may be that disputing the charge with your credit card company ultimately becomes the best route.

 

One thing I would not let something like this do is ruin my entire cruise. Has the rest of the cruise been enjoyable? Has everyone else on board given you good service? You spent, by your own tally, over $5k, I certainly wouldn't let $120 ruin my entire vacation. Sounds like you've left more than that in the casino :)

 

Try and resolve the issue, certainly, but don't let this one thing ruin what is otherwise a great trip. If you do then they really do win!

[hansi]

So are you finding time to enjoy your cruise?:mad::mad::mad::mad:

[emmak8]

The internet manager can fix this! He should credit the entire $120+ of the account you were told to create. Account created in error.Credit should be given!

Then you should be able to start over with your prepaid acct.

 

This can be easily fixed. The internet manager does this with a click of his computer keys!

[PrincessLuver]

If you recorded them without permission you MAY have committed an offense.[/quote

 

People have a right to record whoever they want.....they do not always have a right to use that recording without the other person's permission.....

 

I agree with OP.....of all the cruise lines I have been on usually Princess has some of the most sketchy customer service in the Internet Cafes and are unwilling to be flexible when it comes to how lousy their technology is for having such new ships.

 

I would just contact document my experience and go up the corporate ladder using names of employees too until I received my money back or go to another cruise line. :)

[long cruiser]

Write a letter to customer services explaining what you told us.I'm sure they will help you get your refund,but make it a nice letter.

long cruiser

[Colo Cruiser]

Welcome to Cruise Critic.

I will say being on the cruise now means you can solve the issue before you get off!! This will be much easier then going for months writing letters and being even more frustrated once you are home. If you are not getting the problem addressed please see the Hotel Manager. The internet manager is a a contract person from MTN. They could care less and will do everything they can to discourage and frustrate you.

Squeaky wheel gets the grease...........

[san diego sue]

I think buying anything in advance runs the risk the ship may not have information. Better to wait till you board and sign up for services.

Poster, just contact Customer Relations at Princess via mail. They will call you.

Meanwhile, if you are being offered a credit for the prepaid Internet, take it.

And whatever you do, don't remove the tips from your bill. the staff did nothing to deserve that. Front desk doesn't care, and neither does internet manager , so why take it out of hardworking room stewards, waiters etc.

[Colo Cruiser]

I think buying anything in advance runs the risk the ship may not have information. Better to wait till you board and sign up for services.

Poster, just contact Customer Relations at Princess via mail. They will call you.

Meanwhile, if you are being offered a credit for the prepaid Internet, take it.

And whatever you do, don't remove the tips from your bill. the staff did nothing to deserve that. Front desk doesn't care, and neither does internet manager , so why take it out of hardworking room stewards, waiters etc.

 

 

Especially when you purchase late or close to sailing.

This is true for anything that you pre purchase.

Its almost a guarantee that it will not be sent to the ship until late.

[Shelly97060]

I agree with Colo Cruiser. Ask to speak to the Hotel Manager. They can help pull the facts together and assist with resolution. The biggest fact they have they the internet manager doesn't is that your pre-paid package info was recieved by ship late - so you wouldn't have gotten voucher.

 

You are clearly frustrated, but if you stay calm and ask for help resolving the issue I suspect the Hotel Manager can help remedy things.

 

Since you are sailing in US, you can also call Princess customer service easily and without expense once you get to US port or you can go online and email them. I would start with the Hotel Manager.

[shredie]

Here we go again? :rolleyes:

[Shelly97060]

If you recorded them without permission you MAY have committed an offense.[/quote

 

People have a right to record whoever they want.....they do not always have a right to use that recording without the other person's permission.....

:)

 

There are differing laws regarding recording conversations without the other parties knowledge regardless if it is for personal use. OP mentions they are a lawyer ( if I read the post correctly) so hopefully they have checked out the applicable laws or advised that the recording is happening

Edited August 6, 2015 by Shelly97060

[RDC1]

Ask for a meeting to be set up between the customer service manager and the Internet Manager or their supervisors.

 

The key fact in the discussion is who told you to go ahead and set up an account and correct it later? That is clearly the incorrect information.

 

Make sure you are prepared to address the sequence of events:

 

1. The voucher was not present in your cabin upon arrival and you had not received any instructions concerning that voucher. This is assuming that you can show that you had purchase the voucher.

 

2. That you went to the Internet Cafe and the Manager was not present

 

3. Identify who you asked about the account and the instructions you were given.

 

4. Note when you did go to the Internet Manager and what you were told

 

5. Identify when and if you ever received the voucher.

 

The biggest point in your favor is that you were given mis information by the desk (your girlfriend should try and get the name of the person who told her)

the biggest point against you is that you did not make it a priority to get to the Internet Manager during their open hours until several days later.

 

Now you are dealing with one departments rules, conflicting by the information given to you by another department. Especially since one of the department deals with revenue.

 

Thus getting it resolved will either take agreement between the departments, of dealing with someone that is over both departments. Of course customer service probably reports to the hotel side of the business and the Internet might be under the engineering side.

 

The outcome you are looking for is to get the minutes applied to your pre-purchased plan. The second level would be refund of the pre-purchase and the application of an equivalent purchase plan on the ship.

 

If you wait until you get off the ship and deal with home office probably the best you can get is a refund of the pre-purchase, same with any kind of fight through the credit card company.

Edited August 6, 2015 by RDC1

[Steelers36]

Especially when you purchase late or close to sailing.

This is true for anything that you pre purchase.

Its almost a guarantee that it will not be sent to the ship until late.

 

Although it might be better to work with a 5-day advance, I recall one trip phoning in to buy my casino credits and prepaid grats just two days prior and the casino cards were on the desk in the cabin on departure day.

[Steelers36]

Nicely laid out RDC1, but the OP should have enough common sense to address a service issue IMO. Very logical approach suggested.

 

When I had an internet issue, I made note of the office hours from the Patter and made sure I showed up. The OP seemed to be too busy to try and conform to the posted hours. I know they can be few in a day, but if the issue is important, yah gotta do what ya gotta do.

[Colo Cruiser]

Although it might be better to work with a 5-day advance, I recall one trip phoning in to buy my casino credits and prepaid grats just two days prior and the casino cards were on the desk in the cabin on departure day.

 

Thats the way it is supposed to work.

My Emerald cruise in March I booked late Friday afternoon sailing Sunday.

Nothing made it. :(