How to get Club Royal reps located in Oregon?!

[lovetotravel06]

No offense to the other call center but I have SO much better "luck" and help with Oregon. I guess I need to up my game so I can get a # and extension to someone who really knows what's going on and goes the extra mile to help out?! I don't know! It's frustrating to know within the first 10-15 seconds of a call it's going to be a waste of time 90% of the time.

 

TIA for any info...I'm a lowly Prime member fwiw and D+ not that that it matters (or does it?!)

[chellecruise12]

3 minutes ago, lovetotravel06 said:

No offense to the other call center but I have SO much better "luck" and help with Oregon. I guess I need to up my game so I can get a # and extension to someone who really knows what's going on and goes the extra mile to help out?! I don't know! It's frustrating to know within the first 10-15 seconds of a call it's going to be a waste of time 90% of the time.

 

TIA for any info...I'm a lowly Prime member fwiw and D+ not that that it matters (or does it?!)

I agree with you.  I have reached the Oregon call center before & they were very helpful.  Sorry I can't help with a direct number for them.  I am in Indiana & I reached them during the week evening for me if that helps at all.  Hoping someone can help you but I just wanted to comment that I have had the same experience with them.  Good Luck!

[mattpro]

My last few calls to Casino Royale have been to Jamaica (and they have been friendly), but I agree with you both that Oregon is the preferred call center.

I'm Signature and Pinnacle so status hasn't come into play.

 

I've heard from a Signature member on ship that  their is supposed to be a concierge number for Signature members, but when I queried those at the call center they knew of no such person.

[Coralc]

There is no special way to get to them (and I thought that I had read on here, that OR was closing) The other country reps have been helpful enough. If they aren't then I just thank them and call again. You just have to explain exactly what you need, and sometimes repeat. 

[neverbeenhere]

5 minutes ago, Coralc said:

There is no special way to get to them (and I thought that I had read on here, that OR was closing) The other country reps have been helpful enough. If they aren't then I just thank them and call again. You just have to explain exactly what you need, and sometimes repeat. 

 

We live about two hours from the Springfield Oregon Royal Call center.  You might check more recent information on the reports of the center closing.

 

 BTW... It is useful to get to know someone that works at the center to get a direct line. However, printing it on Cruisecritic is not a wise idea. 🤪

[Coralc]

17 minutes ago, neverbeenhere said:

 

We live about two hours from the Springfield Oregon Royal Call center.  You might check more recent information on the reports of the center closing.

 

 BTW... It is useful to get to know someone that works at the center to get a direct line. However, printing it on Cruisecritic is not a wise idea. 🤪

 

Oh thanks! I am glad to hear that it is not being closed. As others have mentioned, I am always happy when I am directed to the OR reps. 

[lovetotravel06]

Thanks for the replies thus far. It appears I'm not alone. I've maybe had one good experience with "out of country reps". Sure most are friendly but when a simple question or comment results in an extended period of silence followed by a boiler plate answer/comment it's pretty annoying. 

 

I generally am looking to book, find out best discounts, use of certs, offers, etc. Some of the Oregon folks are great at trying to help and know everything without me even having to question them. I've had cabin changes (on upgrades) work out and be cheaper, etc. Comments like "well, let me see if we could do this with that" and make it work out is just really nice. Have had someone tell me there was no way I could get an upgrade and keep the same cabin on a B2B recently and the next rep (oregon) not only made it happen but found a way to knock off a nice amount of $ to boot. 

 

Sorry to sound like I'm whining but in my experience the difference in "help" is extraordinary. That and I'm coming off of about 5 straight reps who know less than I do! 🙂 

 

AND, good to hear Oregon apparently isn't closing!! 

 

 

[lovetotravel06]

41 minutes ago, neverbeenhere said:

 

 

 BTW... It is useful to get to know someone that works at the center to get a direct line. However, printing it on Cruisecritic is not a wise idea. 🤪

 

Would agree there on both counts. I have several names in Oregon but can't ever catch one of them (if I'm lucky enough to somehow get Oregon)! I have 4  different Club Royal phone #'s and thought I'd found THE one but not the case! lol

[sellwingri]

I hang up if I reach an offshore call center and call back.  Sometimes it’s taken me 5 calls but it’s worth it.  The offshore call centers work off a script and if it’s not a very basic question, they normally can’t answer it.  Additionally, these calls can take 3 times the length of calls handled by Oregon. I’ve also heard of big mistake and bad information given out by them.  

[molly361]

I also agree that I have much better luck with the folks from Oregon but it seems to be getting harder and harder to get them.  It works better to get them  if you call Mon - Fri between late morning and early evening

Edited August 6, 2019 by molly361

[lovetotravel06]

Well, glad (I guess) that I'm not alone apparently. Have tried calling 6 times since posting this (at various times)... no Oregon and no solid "help" from anyone. 

 

 

 

[Snit13]

Always enjoyed calling and speaking with the Oregon reps who answered the C&A line.  One named Steve always had prompt, professional, accurate answers.  Have not been able to connect with Oregon in ages.  I resent Royal taking jobs from Americans and hiring cheap labor elsewhere.  The reps have always been polite and try to help but 99% of the time they can't answer your question.  Quite frustrating.  To me it is similar to Wal Mart installing the self checkout machines and taking jobs from Americans who need and want jobs.  Refuse to use self check.

[cruisegirl1]

So frustrated when we get a rep that  has  no real knowledge and is only reading a script.  I'm sure we have all had experiences with incorrect info.  Just yesterday, I called for pricing on a Harmony cruise in a CP cabin.  Then I asked for a similar date on Mariner and before the rep asks the cabin category  I want,  she tells me that all the CP balcony are sold out on Mariner!  Yikes. 

 

M

[RFerrington]

My TA has suggested that calling later in the evening has resulted in a greater chance at getting one of the onshore reps.  I haven’t tried this but she always does her casino -related business at night.  

[peteukmcr]

Well it's good to know that some of you still have the chance to converse with agents based in the country of your choice. For those of us from outside the US, where the local call centres were closed and business transferred to Guatemala, we have no choice. However, when it first happened a few years ago, service was appalling and staff were sent from the UK to train staff for an extended period.

 

Having had to speak to reps over the recent Oasis TA cancellation earlier this year, and subsequently to apply Future Cruise Credit certificates to a new booking, and then even more recently to ensure my partners C&A number was on another new booking (this cannot be added at time of booking online - it used to be, but no longer), I can only say service has improved dramatically.

[sellwingri]

I had to call yesterday (late afternoon) and it took me 6 calls to reach Oregon but I was eventually successful.  The 6 calls probably took less time than it would have taken to explain my issue to an offshore rep.  Not only would they butcher my last name and try multiple times to say it, they have to repeat everything you say, usually more than once.  I’m not really a patient person and will no longer even attempt to talk with them.

[Pumbaamd]

We have given up calling on weekends. As said above, Mon.-Fri. works better. Usually call right after 9am Eastern and realize it's 6am there, but the Oregon team seems to be ready  at the crack of dawn. Thanks Oregon staff, appreciate the many times you have helped us.

Rick and Deirdra

[WeMissSeaView]

4 hours ago, Pumbaamd said:

We have given up calling on weekends. As said above, Mon.-Fri. works better. Usually call right after 9am Eastern and realize it's 6am there, but the Oregon team seems to be ready  at the crack of dawn. Thanks Oregon staff, appreciate the many times you have helped us.

Rick and Deirdra

I live about an hour from the OR Call Center.  Sometimes I wish I could just drive there and talk to one face to face instead of doing the phone game.  It is nice seeing the building from Interstate 5 with the large Royal emblem and large Celebrity emblem on it.