Onboard Experiences DVD

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#21
Vancouver, BC
1,339 Posts
Joined Jan 2008
Originally posted by caribill
I have only purchased the DVD two times over the decades I have cruised on Princess, but both times it did have the scenes that had been shown on the cabin TV and on the monitors in the Photo Gallery area.

Yes, there were some portions that were obviously from a previous cruise, but these were activities that occurred the last day or two of the cruise when it was too late to include them in the completed current DVD.

It has been two years since my last purchase, so it is possible Princess (or the ship you were on) has changed how they actually put it together.

I agree with the others who suggested you contact Princess and make them aware of your disappointment with this purchase.
I have emailed - not to ask for any kind of reimbursement or refund but simply to ask that they listen to and pass along feedback about,what I felt, was false misrepresentation of their product. I would never have purchased it if I had known the activities that were in the final cut. I understand that some portions would be generic, but not to even have the current cruise director from the sailing is just laziness in my opinion - having some random cruise director narrating what was meant to be "my vacation" just added the icing to the cake! I will keep you posted as to whether I get a response...
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#22
Vancouver, BC
1,339 Posts
Joined Jan 2008
I just received the following response to my email to customer relations:

"Thank you for contacting Princess Cruises Photo department. We sincerely appreciate another opportunity to deliver the highest quality service to you.
We endeavor to respond to all customers within 3-4 business days, however, this may fluctuate during peak cruise seasons, weekends and holidays. In addition, cases may require further investigation so please be aware that some matters may take longer and your patience and cooperation is greatly appreciated.

Per your below inquiry, the ship has been contacted to urgently assist and they have advised that the basic Reflections disk was purchased as the events you are referring to below are only featured on the "Onboard Performance disc" which was part of the "Ultimate package".

the ship extends their sincere apologies for this inconvenience."




I did not ask for or expect any kind of refund or reimbursement, I simply wanted my feedback passed along - which it was. However, I am a little frustrated by the response from the photography department since I SPECIFICALLY asked which DVD I needed to purchase for the footage of the events I was interested in and was told that it was on the Reflections DVD. So while I give kudos to customer relations for responding so quickly, I have learned a valuable lesson regarding the photography department and will never be tempted to purchase the DVD again!
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#23
League City, TX
41,283 Posts
Joined Sep 2005
Originally posted by ceilidh1
I just received the following response to my email to customer relations:

"Thank you for contacting Princess Cruises Photo department. We sincerely appreciate another opportunity to deliver the highest quality service to you.
We endeavor to respond to all customers within 3-4 business days, however, this may fluctuate during peak cruise seasons, weekends and holidays. In addition, cases may require further investigation so please be aware that some matters may take longer and your patience and cooperation is greatly appreciated.

Per your below inquiry, the ship has been contacted to urgently assist and they have advised that the basic Reflections disk was purchased as the events you are referring to below are only featured on the "Onboard Performance disc" which was part of the "Ultimate package".

the ship extends their sincere apologies for this inconvenience."




I did not ask for or expect any kind of refund or reimbursement, I simply wanted my feedback passed along - which it was. However, I am a little frustrated by the response from the photography department since I SPECIFICALLY asked which DVD I needed to purchase for the footage of the events I was interested in and was told that it was on the Reflections DVD. So while I give kudos to customer relations for responding so quickly, I have learned a valuable lesson regarding the photography department and will never be tempted to purchase the DVD again!
I suggest responding to Princess with the information in red above.
#24
Columbia, Md
2,630 Posts
Joined Nov 2001
Originally posted by caribill
I suggest responding to Princess with the information in red above.
I second that although I would have requested a refund because I did not receive what I thought I bought.
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#25
Vancouver, BC
1,339 Posts
Joined Jan 2008
I just wanted to come back and provide an update!

I exchanged a few emails with Lisa from Princess Photography - Video Customer Relations Department. She really went above and beyond, contacting the ship and asking the questions I had brought to her. When the ship came back to say that the footage I wanted was on a different DVD (even though I specifically asked when purchasing which DVD I should buy for the footage I wanted) I asked Lisa if it would still be possible to purchase the other DVD. It was never about the cost or getting a refund, I just wanted the footage of my kids in the holiday show and if that meant buying the $50 package then so be it! Lisa never gave up and today I came home to find a package from Princess containing the DVD with all the footage I wanted! I was so impressed with the way this was handled and really felt that, in this case at least, Princess really cared about the feedback and wanted to make things right!
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#26
1,119 Posts
Joined May 2006
That's great news...good for you!


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