Carnival is wonderful...until there's an actual customer service issue.

[Dream51280]

This is the letter that I wrote to Carnival regarding my experience while on their ship. I'll paraphrase it here for those of you who don't want to read the entire letter.

Essentially I stupidly left my camera sitting on a lounge When I realized it was gone I instantly went into a panic but had a very strong hope that it would be safely sitting at guest services. Why? Because I crew member was waiting not 20 feet from where we were sitting to put away said chairs. The fiasco and for the most part lack of respect and consideration that followed was beyond frustrating and only added insult to injury. The camera was eventually returned after having been "retrieved" from a "locker" (yes a crew member used air quotes when telling me this is where it was found) were it was being "stored" for some unknown reason. This seems like it out to be a happy ending and it would be, if the camera had been returned with the memory card still inside of it.

Needless to say every picture from my first vacation, first time out of the country and last time spending significant time with my boyfriend before he leaves for Afghanistan are gone. Carnival's response was pathetic. We're sorry and embarrassed. No, we can not tell you the truth. No, we can not replace you memory card so you can at least take some more pictures. No, we can not reimburse you for the photos you purchased from us even though they are now the only ones you have.

Letter to Carnival:

I was on board the September 28th cruise to Progresso and Cozumel last week (as well as the previous cruise). As the cruise departed from Cozumel my boyfriend and I decided to go up to the aft Verandah deck to watch the coast drift away and the sunset. We stayed up there talking and I took several pictures during this time. There were crew members stacking up and storing the deck chairs while we were there. At around 7 or 7:30 we decided to head down to the Lido deck for dinner. There was a crew member waiting near the stacked deck chairs for people to leave. As we left he smiled and greeted us before taking a step towards our recently vacated chairs. We spent a couple of hours enjoying dinner and the company of some people we had met outside before heading back to our room. In our room I realized that my camera was missing. This was around 9:30. I immediately headed down to guest services and told them the situation. I detailed where and when I left the camera and that there was a crew member nearby waiting to stack the chairs when we left. They looked in the box, didn’t have it and assured me that if a crew member found my camera they would bring it immediately to guest services. They did not ask for my room number or offer to let me fill out any kind of paperwork. I was simply told to check back in the morning. I went up to the Verandah deck and as I expected all the chairs were put away and no one was up there.

At this point I fully believed my camera was gone along with all the wonderful pictures of my boyfriend and I’s time together during out entire cruise. However, after a restless night’s sleep I hopefully went down to the guest services desk again. More sure than the night before that the man standing by the chairs must have picked it up and just hadn’t gotten off his shift to turn it in by the time I went the first time. I again detailed the entire story and again I was told sorry it’s not here, if a crew member finds it they will turn it in check back with us later. This was at approximately 10:30. As I said I was surer than ever that a crew member had picked up the camera. At this point I headed down to my room to wait for my room steward. My boyfriend and I had decided that we would offer a monetary award and the camera’s battery charger for the return of the memory card. Our room steward being the amazing, honest and good employee that she is immediately called the supervisor of the pool and deck area after hearing our story. This gentleman (whose name I did not get) was very polite and assured me yet again that if an item was found it would be turned in to guest services. However, he said that under the circumstances he would speak to both the crew member on deck and the night supervisor. He said he would call me back around 2:30.

About an hour later the supervisor came back to where we were sitting on the deck and told us that before he could begin looking for the camera we would need to go to guest services and fill out a lost item form. I couldn’t seem to figure out why if such a form existed I hadn’t been asked to fill it out either of the other two times I went to guest services. When I asked at guest services why they hadn’t had me fill out the form before they said it was usually only done in situations where it was believed the item had been stolen and not lost. So, evidently me telling them twice in great detail that I was sure a crew member went right over to pick up the chairs after we left them meant there was no possibility of theft.

My boyfriend and I made sure we were back in our cabin by 2:15. When the phone rang I was expecting nothing but bad news. However, the gentleman on the phone said that they did in fact have my camera. I was elated, jumping up and down, bouncing around the room. I rushed up to the poolside towel station immediately. My boyfriend was beaming to see me so happy again. We got the deck and they handed me back my camera. As I began exclaiming how happy I was to have my pictures back I turned on the camera and went to start flipping through them. But there were no pictures. There were no files. I opened the door to the memory card and found it missing. No seemed to know where it had gone. It was suggest quite strongly on more than one occasion during the ensuing conversation that I had lost the memory card. Finally the day time supervisor said that he would look into it further and they would get back to me yet again. The entire situation was beginning to be almost as upsetting as the idea of losing all of my vacation pictures. My boyfriend tried to talk to the night supervisor to find out why the camera hadn’t been taken right to guest services. He never got a straight answer for why we’d been left all night long and most of the day to stress and worry about the camera. Then when the memory card came up missing from the camera he asked who had handled the camera, why they would take out the memory card and again why it wasn’t turned into guest services. He again got no sufficient answer other than “it was in a locker”.

We went back to our room about 5:15 again in preparation for our 5:30 phone call. By 6:15 I told Jon I was heading up to talk to them myself. When I got to the deck the night manager, Geza, walked past me twice before acknowledging me in any way, when he did it was to somewhat coldly ask me what I needed help with. When I reminded him that I was the woman who had lost her camera he responded with “Oh, that’s right did you find your memory card”. I couldn’t believe this guy. I went back and forth with him for several minutes about how I had not lost my memory card, why would I remove the card and leave a brand new camera sitting on a lounge chair. He told me that maybe I should go back to my room and look for it. The man was rude and abrasive. I then asked to speak with his manager. Ten minutes later Dante came up to the deck and after checking in with Geza he came over and we spoke. I explained the entire situation to him and he seemed very understanding. I had no hope at all of retrieving my memory card at this point. I was sure that it had been thrown into a trash bin someplace by someone. But Dante said he would check into the situation and get back to me in an hour.

Thirty minutes later he was at my cabin door with the morning supervisor. Dante apologized that he was not made aware of the situation when it was initially realized that this was something more than a misplaced camera. They said that they had looked into it further and learned that the only person who had access to the camera while it was out of my possession was the night supervisor. Both of them clearly indicated that the only further action I had was to place a formal complaint at guest services. After the way I was initially treated and the lack of response from guest services in the initial phase of this issue I didn’t have a lot of faith left in them. I made my way back to guest services again. When I asked to fill out a formal complaint they asked me what the problem was. I explained everything all over again. The woman listened patiently and then asked me to please wait a moment. She went behind a curtain and returned 10-15 minutes later with a woman in a white shirt. This woman apologized and told me how embarrassed they were this had happened. When I asked again about the formal complaint all I got was another useless apology. I asked them what they were going to do about the situation. The woman in white had walked away and I was now only talking to the woman from guest services. She asked me what I would like to do. I suggested they could start by replacing my memory card so that I could at least get a few more pictures since my camera was now useless. She left the desk again and told me she was sorry that was a different department. I asked if they could reimburse me for the photos I had purchased from Carnival since these would now be the only photos I would have from my cruise. I was told that was the same department as the memory card. I was more frustrated and irritated at this point than you can possibly imagine.

I have tried to keep as much emotion as possible out of this letter but I think you should try and put yourself in my position. Imagine the loss of your family’s precious memories, your child’s first steps, their first day of school, when your son left for college. This was the first vacation I’ve taken in my life, the first time I ever left the country and some of the last significant time I would spend with my boyfriend before he leaved for Afghanistan. I can not say these pictures have more value to me than you can imagine or could ever compensate me for, because I’m sure that if you try you can put yourself in my position. This loss of treasured memories is bad enough. Now please try to imagine that these pictures were lost due to a hard drive crash or some other uncontrollable situation, but because someone coldly and heartless chose to destroy them with no thought or consideration outside of themselves. As if this wasn’t bad enough let’s consider that you spent nearly an entire day being lied to, yanked around and treated like an idiot. As if I don’t know that Geza attempted to steal my camera and destroyed the memory card so there would be no evidence of ownership. I was told repeatedly by several members of your staff that I must have lost the card. This was incredibly insulting. Talk about adding insult to injury. Do I now expect some kind of compensation from Carnival? Yes. At the beginning of this I would have gladly settled for an apology, a little respect and a memory card that I know costs no more than $5-10 (I was not even concerned with the fact that the card that was missing was a 4GB and the largest the ship had was 2GB) or some pictures that I can only imagine cost you pennies on the dollar. Would this have really been such a loss to Carnival to keep your good name intact?

[firefly333]

As someone who worked in customer service knows... short is better. Thats a awfully long letter to write and expect someone to read every word all about a memory card not being returned.

Host Mach left a borrowed camera in a lounge where the crew was cleaning up afterwards and never got the camera back (read his review of the Conquest Crazies and the lost camera). At least you got back your camera. He didnt.

I am sorry you lost your camera, but it wasnt all Carnival's fault right?? things just go wrong sometimes. Good luck with Carnival. I agree when things go wrong they arent the best.

[Nunu]

You're asking for them to admit that their employee stole your memory card but returned your camera. I think you need to look at their side of this.

[cruisetobeaches]

As Firefly pointed out, your letter is too long and there is a very good chance that it will not be read completely.

You are very lucky you even got the camera back. I can sympathize regarding the loss of the photos.

Not everyone is honest. Remember the old phrase "Finder's Keepers". To some, that is their gospel....................

[Drew's Wife]

I'm sorry that your memory card was not returned with your camera. I think you are feeling very frustrated with all the events that happened, but I would hope that you won't let this ruin the cruise you had.

Remember there are people every day in this world that lose "ALL" their possesions and mementos in fires, hurricanes, etc. And then there are the ones who literally lose their precious memories through the ravages of Alzheimers.

Of course it would be upsetting to anyone to lose their photos from a much anticipated vacation, but the really important photos and memories are the ones that you carry in your heart. It's like a built in memory card that no one can take from you.

[gargoyle999]

I bought a netbook and every night I copy the pics I've taken that day into it. That way if my camera gets lost, stolen, memory card goes bad (which as happened to me) I don't lose all my pictures. You might want to consider doing something like that in the future as things do happen.

[dallas52]

i see your point but as the others said, you are the one who left the camera. feel lucky you got it back. good luck on getting anything else.

[boaterette]

As upsetting as it is , ultimately you can only blame yourself as you were the irresponsible one who left the camera. You are lucky you got it back.

[G'ma]

Let me get this straight.

OP left a camera on Lido Deck. Noticed several hours later that she had left it. Went to retrieve it and it was gone.

Camera was eventually recovered but memory stick was missing.

OP thinks the deck steward stole her camera, then, after being "investigated" suddenly came up with the found camera but kept the memory stick.

Oh, brother.

I've left paperback books on lounge chairs that have been stolen....and my brother had a flashdrive stolen....

It's unfortunate, but not Carnival's fault or responsibility.

Moral of story: keep your personal effects with you at all times. With 2500-3000 passengers onboard, some are bound to have light fingers and will steal anything left untended.

[deepnite10]

as a senior..i really value pictures..though i may not be able to participate in many of the activities of my youth..the pictures bring back the moments as though they were just yesterday..

and the pictures my dad had of when he was with the Flying Tigers in China during WWII..they re priceless..

i take great care of my camera on vacation..instead of one large card..i carry 3..each a smaller 1 gig card..but, the safety of my equipment is up to me..if i misplace anything, i can only blame my self..

the pictures, you ll never get back..but, you do have your camera..less the card..where it went? ..who knows..only one person knows and i doubt they re going to come forward..

[Ken076]

(1) That letter is headed for the trash can when received.

(2) YOU left the camera - no one owes you anything.

ken

[lvtotrvl1]

I have to agree...way too long of a letter . I also have to agree that you left the camera, so why should CCL give you something? It was a card...yes, it's tough to lose pictures, but in the grand scheme of things, it's not as big as you are making it.

[cathyoo]

OP I can understand your being upset. But take it from someone who would lose her head if not attached... the only one you can truly be upset with is yourself.
Once you leave something behind you are the mercy of the kindness of others. You can't make accusations or expect someone else to accept responsibilty. I would be sad if I lost my memory card.. very sad but I would be happy that my camera was returned.

I'm not sure why you didn't just buy a new memory stick as you said they were not very expensive. I'm a bit confused by the reward part. Did you promise a reward, did you actually pay one?

Please don't let this ruin your vacation. Pictures are great but the experiences and the memories are so much more valuable.

[salty dingo]

Ok, here's my take on this...

The OP admits the issue was their fault. They did get the camera back. While a new memory card is a minor expense, the loss of the pictures is very sad. Not as sad as the loss of the entire camera, though. There will be other pictures to take.

Since Carnival cannot replace the pictures, what sort of response did you want? We are so sorry, here's a free cruise to ease your pain?

[Crusin6]

To the OP...I believe you...and yes I believe that sometimes...just sometimes....we need to be skeptical...dare I say it cynical of the crew. Of course all of us here are supposed to give them the benefit of the doubt and never ever expect that they do any wrong to the pax. LOL!!

As I said that makes me cynical...as I have been told here....but experience tells me a couple of things:

1. Yes, we are responsible for our belongings
2. While we should always be courteous to the crew et al, we should also view them with a wee bit of cynicism...because unfortunately....some may do wrong by the pax...some may not......and for anyone to think different amazes me.

Just today at the local chain store drug store I was told 3 different stories by 3 different employees regarding developing movies on DVD...finally, the area manager called me...gave me the name of a photo employee and one of the flagship stores....told me when to meet with her and of course the movies would be developed in house and for free because of all the misinformation I received....20% on future photo work as well.


I was very courteous of course...but the moral is...not everyone has your best interest at heart...and if I had listened to what I was told the first time...I would not have gotten the right info.....


So keep on truckin' and I hope that they satisfy you..it is the least they can do.........and the best thing you can do for yourself is to always remember that not everyone on the ship has your best interest at heart.........I am just sooooo cynical to believe that, aren't I?

reference: minibar thread

[Crusin6]

Originally Posted by salty dingo

Ok, here's my take on this...

The OP admits the issue was their fault. They did get the camera back. While a new memory card is a minor expense, the loss of the pictures is very sad. Not as sad as the loss of the entire camera, though. There will be other pictures to take.

Since Carnival cannot replace the pictures, what sort of response did you want? We are so sorry, here's a free cruise to ease your pain?

of course not a free cruise...but would it have hurt them to at least replace for memory card? Doubt it.

[Nunu]

Originally Posted by Crusin6

of course not a free cruise...but would it have hurt them to at least replace for memory card? Doubt it.

But with that they are admitting (and blaming) that their employee stole it. Therein lies the rub.

[CruzVinnieCruz]

I do feel bad for the OP but the letter is way too long. Just one question: If the pictures were that important to you what did you do to protect them?

OK the memory card went missing but it could have just as easily failed. Anything important to me stored in an electronic device is backed up. Pictures onto a laptop, the laptop files backed up to a external drive, etc, etc.

[Kurbanfan]

Send the letter...... I would....what do you have to loose.......most importantly you have everyones name which might help.........
At this point it's more about being totally jerked around IMO!
Good luck and let us know what happens.....

[Crusin6]

Originally Posted by G'ma

Let me get this straight.

OP left a camera on Lido Deck. Noticed several hours later that she had left it. Went to retrieve it and it was gone.

Camera was eventually recovered but memory stick was missing.

OP thinks the deck steward stole her camera, then, after being "investigated" suddenly came up with the found camera but kept the memory stick.

Oh, brother.

I've left paperback books on lounge chairs that have been stolen....and my brother had a flashdrive stolen....

It's unfortunate, but not Carnival's fault or responsibility.

Moral of story: keep your personal effects with you at all times. With 2500-3000 passengers onboard, some are bound to have light fingers and will steal anything left untended.

It is the "investigation" thing that troubles me.......who really cares about the memory card.....just ask why it was found after she made a complaint. And why is it being portrayed as though the camera was put somewhere in hopes that no one would lokk for it?

I don't really want an answer ....but it could happen on any ship...Carnival included...and it seems odd that it just "showed up"