Reportedly, most of the sales staff is now overseas

[MustBCruzn]

On 10/6/2023 at 11:54 AM, Joker54 said:

After seeing this thread I tried to contact my CVP, her extension was answered by someone else and she told me my CVP was gone. Then she transferred me to someone else and I asked that person and she said the CVP was just off today. Seemed add as it should have gone to voicemail if she was out.

 

So I sent her an email, which bounced as undeliverable and that was followed shortly with an automated response advising that my CVP was no longer with the company and to be patient while they assign me a new CVP....

 

I have 8 cruises on the books through Oct of next year as well.

 

Cheers

 

My experience exactly. I e-mailed my awsome CVP yesterday about a cruise (I've used her for years). Today I got the undeliverable notice stating "no one by that name."  I decided to call her directly and the call was auto-redirected to the call center. To make sure I didn't get her extension wrong, I re-dialed. Nope...redirected to the call center automatically. I've been on hold waiting for a rep to answer for 40 minutes now. I have my phone on speaker while doing other things (like this). This stinks.

Edited October 7, 2023 by MustBCruzn

[hcat]

In view of the reported wait time, we will call early on Tues for making final payment..

[NutsAboutGolf]

7 hours ago, jaywoods678 said:

I completely agree. Also, I think it's a combination of both. The cruise lines are trying to save money by moving overseas, but also they are having a hard time finding staff here in the US.

 

I'm certain they'd have no problem finding staff here, it's all about the money.  It isn't a terrible move.  I haven't done a new booking ever by the phone except for the casino dept and have seen it evolve.  That dept had some great American reps and some bad ones (can tell they don't enjoy their job), lately when I've called they've all been remote either in Mexico or the Philippines and they've all been pleasant to talk to

[hcat]

we had a very positive experience this a.m. with a  Celeb Cruise Rep based in Miami.

 

After we made our final payment online (no issues) we wanted a new Confirmation page showing zero due.

 

We called the usual  ph #.  The  new automated answer message kept  asking us  to engage with the  automated Q and A .  We  kept saying "agent" and got through  with only a short wait. 

 

The live agent confirmed zero was due, went over all the details,  and added my missing Cap Club Number to the res.  Sent immed e mail Confirmaton to our e mail.  

 

I asked where he was located..said he was in Miami.  So maybe not all reps are outsourced...worked well for us! 

[Cruising89143]

I have been dealing with RCI’s third party call center with both their regular bookings and their Casino Royale department for years and have had no issues. A few times it was difficult to understand the agent but overall nothing that we could not deal with. I do have a Celebrity CVP that I booked with a few weeks ago. I have not tried to contact her to see if she’s still with X. 

[hcat]

Maybe not as difficult as projected once you get a person on the line.

 

The initial greeting does try to have u pose the ques to the "robot".  That never works well for us!