Timbo41 Posted September 16, 2018 #1 Share Posted September 16, 2018 We booked a 7 day Eastern Caribbean trip on MSC Seaside a few months ago. Since then, all I’ve heard from CC as well as my TA what a nightmare it is to call MSC and get somebody on the phone to help them. I’m sure people have had that experience but I thought you’d like to hear a positive report for a change. I called yesterday afternoon to upgrade my “ Drinks on us” package to the Ultimate drink package. I anticipated a horror show of a lengthy wait and to my surprise, my call was answered within 1 min of calling. I spoke with Michael who was very helpful and had my upgrade done in about 5 mins. It was a great experience. Now looking forward to our cruise on 9/29 and putting our drink package to good use. Sent from my iPad using Forums Link to comment Share on other sites More sharing options...
Rare Beamafar Posted September 16, 2018 #2 Share Posted September 16, 2018 Nice to hear of someone having a positive experience, thanks for sharing! I never have a problem dealing with the UK office. I always email and get a response that day (though I don't always achieve a positive outcome, due to MSC's intractable position on some matters :(). In fact, they usually ring me if they want to get some clarity or re-assure me that the issue is being dealt with, such as when there is a delay in resolving the matter at hand. Unfortunately, the regional offices have very little autonomy and everything has to go through HQ which can delay things considerably. Link to comment Share on other sites More sharing options...
Pier290 Posted September 16, 2018 #3 Share Posted September 16, 2018 I've called them several times and not once have had a problem! I always get through quickly and are helped appropriately! Sent from my SAMSUNG-SM-G891A using Forums mobile app Link to comment Share on other sites More sharing options...
traceytd Posted September 16, 2018 #4 Share Posted September 16, 2018 I agree, maybe I was just lucky but i don’t have any trouble when I call either... doing the Seaside a few weeks and can’t wait. Sent from my iPad using Forums Link to comment Share on other sites More sharing options...
DMH15 Posted September 16, 2018 #5 Share Posted September 16, 2018 I have never either. It is well known that complainers speak up. It is good to hear the poitive voices for a change. Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
SirWolf Posted September 21, 2018 #6 Share Posted September 21, 2018 I called MSC USA customer service today and had another positive experience. Here the timeline: 9:03 called MSC (Voyager Club Member) customer service. 9:04 Scott answered the call. 9:08 Inquiry of cabin change done. Very professional and smooth. Call ended. 9:08 received confirmation via eMail. Thanks to Scott and the MSC USA customer service team ! Link to comment Share on other sites More sharing options...
riclop Posted September 22, 2018 #7 Share Posted September 22, 2018 Good to hear. Link to comment Share on other sites More sharing options...
Markanddonna Posted September 22, 2018 #8 Share Posted September 22, 2018 I've had great customer service from Lupe on the USA side. Another agent told the cruise was sold out. It wasn't and Lupe was efficient and so incredibly pleasant. I feel so encouraged with my two booked MSC cruises! Link to comment Share on other sites More sharing options...
firstcarib Posted September 22, 2018 #9 Share Posted September 22, 2018 (edited) You lucky people! I called UK office day before yesterday, waited 20 mins before someone answered my call, then she told me she couldn't upgrade my drinks package from classic to deluxe as I had booked with a T/A. Ok, no probs, so I asked my T/A to look into it. MSC wont talk to my T/A, only correspond on email , so they could take upto 72hrs. Still ok by me....no real rush....But then today I logged onto my MSC planner to look at possible excursions for this Xmas cruise. Oooohhh heck...its totally disappeared from my planner...no note of it at all:eek::eek: It was booked months ago, paid for in full weeks ago, but now is not there. Did I upset someone by calling?:eek: I am now hoping the wonderful Stuart person who answers emails at MSC( ta Bea for that info!) will wave his magic MSC wand & produce my cruise again....just like that!!!! Edited September 22, 2018 by firstcarib typo Link to comment Share on other sites More sharing options...
jdvmd Posted September 22, 2018 #10 Share Posted September 22, 2018 I've never encountered any problems either. Always quick and thorough. Link to comment Share on other sites More sharing options...
CRUSINBUFF Posted September 23, 2018 #11 Share Posted September 23, 2018 We booked a 7 day Eastern Caribbean trip on MSC Seaside a few months ago. Since then, all I’ve heard from CC as well as my TA what a nightmare it is to call MSC and get somebody on the phone to help them. I’m sure people have had that experience but I thought you’d like to hear a positive report for a change. I called yesterday afternoon to upgrade my “ Drinks on us” package to the Ultimate drink package. I anticipated a horror show of a lengthy wait and to my surprise, my call was answered within 1 min of calling. I spoke with Michael who was very helpful and had my upgrade done in about 5 mins. It was a great experience. Now looking forward to our cruise on 9/29 and putting our drink package to good use. Sent from my iPad using Forums What was the cost to upgrade, if you don't mind my asking? Link to comment Share on other sites More sharing options...
Rare Beamafar Posted September 23, 2018 #12 Share Posted September 23, 2018 What was the cost to upgrade, if you don't mind my asking? It's $18 pppd to upgrade to the Classic (basic) all-inclusive package, which covers everything on the menus bar items with asterisks. It's $26 pppd to upgrade to the Deluxe (premium) all-inclusive, which covers everything EXCEPT items with 2 asterisks, which are Super Premium items and aren't covered by any package. If you upgrade before sailing you will avoid paying the 15% service charge, which is added to these prices when upgrading onboard. See "Can I upgrade to the All-Inclusive CLASSIC package?" on page 3 of the following: https://www.msccruisesusa.com/en-us/Assets/MSC-18-095%20Drinks%20On%20Us%20flyer_new.pdf Link to comment Share on other sites More sharing options...
firstcarib Posted September 26, 2018 #13 Share Posted September 26, 2018 You lucky people! I called UK office day before yesterday, waited 20 mins before someone answered my call, then she told me she couldn't upgrade my drinks package from classic to deluxe as I had booked with a T/A. Ok, no probs, so I asked my T/A to look into it. MSC wont talk to my T/A, only correspond on email , so they could take upto 72hrs. Still ok by me....no real rush....But then today I logged onto my MSC planner to look at possible excursions for this Xmas cruise. Oooohhh heck...its totally disappeared from my planner...no note of it at all:eek::eek: It was booked months ago, paid for in full weeks ago, but now is not there. Did I upset someone by calling?:eek: I am now hoping the wonderful Stuart person who answers emails at MSC( ta Bea for that info!) will wave his magic MSC wand & produce my cruise again....just like that!!!! Heard back from the wonderful Stuart, it was obviously an IT glitch with MSC & seems sorted now[emoji106] Just glad I noticed it now & not when we were trying to print off documents, that could have been a problem. Thanks for the info on his email details Sent from my iPad using Forums Link to comment Share on other sites More sharing options...
marco Posted September 26, 2018 #14 Share Posted September 26, 2018 I think MSC has recognized they had some issues with their phone and web site. I think they have and are addressing these and things overall seem to be a bit smoother than they used to be. Link to comment Share on other sites More sharing options...
Smurf2017 Posted September 28, 2018 #15 Share Posted September 28, 2018 I think MSC has recognized they had some issues with their phone and web site. I think they have and are addressing these and things overall seem to be a bit smoother than they used to be. It's certainly not the case in the UK. I have emailed three times now and all I get is the automated acknowledgement with a promise to reply in 48 hours. This all started three weeks ago! Useless doesn't begin to describe them. Link to comment Share on other sites More sharing options...
GrandyMandy Posted September 28, 2018 #16 Share Posted September 28, 2018 It's certainly not the case in the UK. I have emailed three times now and all I get is the automated acknowledgement with a promise to reply in 48 hours. This all started three weeks ago! Useless doesn't begin to describe them. Couldn't agree more, it took 2 weeks and many emails, including one to the CEO plus starting action on Revolver before I received any action - and we are black members with double figures of Msc Cruises !:rolleyes: Link to comment Share on other sites More sharing options...
Rare Beamafar Posted September 29, 2018 #17 Share Posted September 29, 2018 It's certainly not the case in the UK. I have emailed three times now and all I get is the automated acknowledgement with a promise to reply in 48 hours. This all started three weeks ago! Useless doesn't begin to describe them. If you've used the mscdirect@msccruises.co.uk address, then I'm very surprised that you haven't had a response. I get one using that address (from Stuart Chalmers) the very same day. Link to comment Share on other sites More sharing options...
sidari Posted September 29, 2018 #18 Share Posted September 29, 2018 Bea ... Same here unless I send the night before, but usually within 24 hours. Link to comment Share on other sites More sharing options...
sidari Posted September 29, 2018 #19 Share Posted September 29, 2018 It's $18 pppd to upgrade to the Classic (basic) all-inclusive package, which covers everything on the menus bar items with asterisks. It's $26 pppd to upgrade to the Deluxe (premium) all-inclusive, which covers everything EXCEPT items with 2 asterisks, which are Super Premium items and aren't covered by any package. If you upgrade before sailing you will avoid paying the 15% service charge, which is added to these prices when upgrading onboard. See "Can I upgrade to the All-Inclusive CLASSIC package?" on page 3 of the following: https://www.msccruisesusa.com/en-us/Assets/MSC-18-095%20Drinks%20On%20Us%20flyer_new.pdf Bea ... Am I right in guessing that what you quote is to upgrade from D.O.U ? to upgrade from Classic to Deluxe from Miami is $8 pp pd. Link to comment Share on other sites More sharing options...
ready2cruzagain Posted September 29, 2018 #20 Share Posted September 29, 2018 I called Thursday afternoon around 4pm ET and my hold time was 3 minutes. To me, that is not long at all. Link to comment Share on other sites More sharing options...
Rare Beamafar Posted September 29, 2018 #21 Share Posted September 29, 2018 Bea ... Am I right in guessing that what you quote is to upgrade from D.O.U ? to upgrade from Classic to Deluxe from Miami is $8 pp pd. Yes ... it's the prices to upgrade from 'Drinks on Us'. Timbo41 posted that they'd upgraded from DOU and I was responding to Cruisinbuff who asked how much the upgrade cost. Link to comment Share on other sites More sharing options...
firstcarib Posted September 29, 2018 #22 Share Posted September 29, 2018 Bea ... Am I right in guessing that what you quote is to upgrade from D.O.U ? to upgrade from Classic to Deluxe from Miami is $8 pp pd. In UK to upgrade from Classic( which was inc with Fantastica at time of our booking ) to DeLuxe was £6 pp per day. Hopefully it will be well worth it, especially over Xmas & New Year for the champagne. Are the snacks (M&Ms, Pringles) in mini bar included in the DeLuxe? We may need them if all the threads about poor food on MSC are true [emoji13][emoji12] Sent from my iPad using Forums Link to comment Share on other sites More sharing options...
Rare Beamafar Posted September 29, 2018 #23 Share Posted September 29, 2018 In UK to upgrade from Classic( which was inc with Fantastica at time of our booking ) to DeLuxe was £6 pp per day. Hopefully it will be well worth it, especially over Xmas & New Year for the champagne.Are the snacks (M&Ms, Pringles) in mini bar included in the DeLuxe? We may need them if all the threads about poor food on MSC are true [emoji13][emoji12] Sent from my iPad using Forums Everything in the minibar is included and it gets restocked every day. It's a no-brainer to upgrade from Classic to Deluxe on US-based MSC cruises. Link to comment Share on other sites More sharing options...
firstcarib Posted September 29, 2018 #24 Share Posted September 29, 2018 Everything in the minibar is included and it gets restocked every day. It's a no-brainer to upgrade from Classic to Deluxe on US-based MSC cruises. Thanks Bea, you are an msc guru! Sent from my iPad using Forums Link to comment Share on other sites More sharing options...
Rare Beamafar Posted September 29, 2018 #25 Share Posted September 29, 2018 Thanks Bea ... You're very welcome, FC. :) After 20 MSC cruises, from Fantastica balcony to YC, I've learned a few things along the way. Plus, I learn a lot here on the forum, especially about US-based sailings, as I haven't experienced one yet. We've 2 booked for next year so I'll be doing a lot of homework onboard on both and will be able to speak from experience then! ;p Link to comment Share on other sites More sharing options...
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