PRINCESSES Bad Online Customer Service

[chrisahx]

I'm booked on a 7 night cruise this Sunday out of San Juan on Princess,, and we're even staying in a suite and twice I've sent an email to the online customer service dept. at Princess.com and I've never gotten a reply on either. I did however get an automated acknowledgement, so I know it was received. Yesterday, I even sent a 3rd email, mentioning all of the above, and still NO REPLY.

 

Its horrible that their online customer service department doesn't even understand what customer service is. I suppose I'll have to write a letter to their headquarters. I think that this department is putting the company in a very negative light. If they don't even reply to my basic questions, they certainly aren't going to reply or do whats necessary when a problem or issue of importance comes up.

[justluv2cruisewithhubby]

Try writing a letter to this address:

 

Princess Cruises

Attention Customer Relations

24305 Towne Center Drive

Santa Clara, CA 91355

[Berliner]

I'm booked on a 7 night cruise this Sunday out of San Juan on Princess,, and we're even staying in a suite :confused: If they don't even reply to my basic questions, they certainly aren't going to reply or do whats necessary when a problem or issue of importance comes up.

 

maybe they take care of more important questions

[regnig]

Since you are leaving in 2 days is your question something a CC poster might be able to answer for you? If not I suggest you keep dialing the telephone as heavens only knows when and if they might answer an email that goes off to a BIG pile of other emails.

[sveipe]

How long ago since you sent your first email?

[Toto2Kansas]

Not sure why you didn't just pick up the phone and call?????????????

[truckmaker]

... that I have actually spoken with are absolutly brilliant! I've never attempted to email them since they seem to very quckly answer 1800 princess.

[sveipe]

Not sure why you didn't just pick up the phone and call?????????????

 

 

Maybe he has a sore throat?

 

Anyway, whats the point of having an email address for cs if they are not gonna answer?

[gertz]

My very first thought when I read this was Toto's answer. Brilliant minds think a like.:D

[Stacey779]

Anyway, whats the point of having an email address for cs if they are not gonna answer?

 

My thoughts exactly. Sometimes, for whatever reason, it's just easier to send an e-mail. If you don't have the resources to answer your customers' e-mails, then don't have that feature on your website. I've also found their online customer service department to be non-existent.

[Colo Cruiser]

Yes why not just call them???? :confused:

[Toto2Kansas]

I have actually emailed Princess CS in the past. And I must admit, when I had a legitimate question, I usually receive a response within 24 hours. So, I can't complain about their email or them responding. Not sure why the OP did not get any answers to his/her repeated emails???

 

As said previously though, if I had not received a response, I definitely would have picked up the phone or written a letter (if there was time), if it was important.

[Thumper69]

These days the emails could have been seen as spam. We all know this happens and if I didn't get a reply that I was expecting...I would call, they're always available to help.

 

Anthony

[rpach10115]

My thoughts exactly. Sometimes, for whatever reason, it's just easier to send an e-mail. If you don't have the resources to answer your customers' e-mails, then don't have that feature on your website. I've also found their online customer service department to be non-existent.

 

 

Same thought. If your going to offer an e-mail address, you should at least take the time to answer them withen 48 hours. It's not that hard.

 

Toto: I enjoy your responses. They have helped me many times with information but I think your being a little hard on the OP. First ?? why they didn't call, then saying that you have received responses to "Legitimate" ?? .

You don't even know what the ?? was that the OP had, how can you classify it as "Legitimate" or "Not legitimate".

 

In fact NOBODY knows what the ?? that the OP had was.

If the OP would describe their ? here on CC, I'm sure they will get the answer they are looking for MUCH quicker than a CS e-mail on the web-site.

[billet]

Last time i emailed Princess (about a month ago) the automatic email acknowledgement said that someone would contact me within 2 weeks. A CSR phoned me after 8 days.

[Toto2Kansas]

Toto: I enjoy your responses. They have helped me many times with information but I think your being a little hard on the OP. First ?? why they didn't call, then saying that you have received responses to "Legitimate" ?? .

You don't even know what the ?? was that the OP had, how can you classify it as "Legitimate" or "Not legitimate".

 

.

 

My apology if that sounded harsh, but it is exactly why I worded it that way. When someone posts something generic like this, without giving us any idea at all what the question was, how would we know if it were a legitimate question that Princess needed to answer, or just a passing comment they expected a response to?

If the OP's question/answer was something found on the Princess website, an email response may not come (is this right of them? No, but it would be my guess). It is difficult to say when no information is given, therefore the words 'legitimate question'. ;)

And I am sorry I feel that if the question was that important, a phone call would quickly give an answer if an email was not received back quickly enough. Many who have emailed Princess know that at times, even when you email and receive the confirmation that the email has been received, they will respond in writing several weeks later (which if the OP sails this week end would be far to late to assist).

[Katie333]

Same thought. If your going to offer an e-mail address, you should at least take the time to answer them within 48 hours. It's not that hard.

 

I have to agree. Princess is one of MANY companies who put email addresses on their website and then don't respond as promised. Classic case of over promising and under delivering. Email is quick and convenient for many people, and I think a lot of companies underestimate the resources they would need to satisfy the customer demand. The company I work for has a dedicated full team of people that just answer email.

 

With all that said, I think I'd call Princess or my TA if I was having trouble getting an email response. Snailmail letters will take much longer.

[billet]

Same thought. If your going to offer an e-mail address, you should at least take the time to answer them within 48 hours. It's not that hard.

 

I have to agree. Princess is one of MANY companies who put email addresses on their website and then don't respond as promised. Classic case of over promising and under delivering. Email is quick and convenient for many people, and I think a lot of companies underestimate the resources they would need to satisfy the customer demand. The company I work for has a dedicated full team of people that just answer email.

 

With all that said, I think I'd call Princess or my TA if I was having trouble getting an email response. Snailmail letters will take much longer.

 

I disagree :). When I emailed I thought that the automatic response (part of which is copied below) was very reasonable and they did follow up within the time period. I just wonder if people ever read the automatic responses before screaming 'lousy service'.

 

"

Your email will be reviewed and assigned to one of our Customer Relations Specialists for research and response. In most cases we are able to respond to you within 2-4 weeks, however some cases may take longer.

If your email is regarding a pre-cruise question or concern, we encourage you to call us to ensure your question or comment is answered prior to your cruise. If calling from the U.S. please dial 1-800-PRINCESS and select option 3. For calls originating from outside the U.S please. dial (01)661-753-0000."

[jagoffee]

Princess's response is clear to me.

[Toto2Kansas]

Thank you billet, I didn't have the exact wording of the auto response, so it is nice to see someone actually saved it and could post it.

 

I have to agree, how much clearer can it be? It's not like they are ignoring the question, just instructing the sender on how to handle a question that needs answered ASAP. ;)

[cacy6893076]

If you do not wish to call, the customer relations email is not necessarilly the way to go for the quickest response...thousands of emails go to the customerrelations@princesscruises.com address on a weekly basis i would guess.

I would aldvise that there is a way to get a non phone response "sorted" more quickly and that is by fax.......

Fax departments within customer service are divided into TWO different DEPARTMENTS: PRE-CRUISE ISSUES & POST CRUISE ISSUES

This way they can be sorted more efficiently.

In order to get the fax # though, you will, again, have to call 18007746237 (1800princes)

[cacy6893076]

In order to be completely clear, if you do call 1800princess.....there are two separate fax numbers, one for pre-cruise issues and one for post-cruise issues.

Make sure you are clear to the representative which fax number you need , or while your at it get both if you'd like, just make sure you know which one is pre and which one is post so it goes to the right #

[kooljamming]

I disagree :). When I emailed I thought that the automatic response (part of which is copied below) was very reasonable and they did follow up within the time period. I just wonder if people ever read the automatic responses before screaming 'lousy service'.

 

"

 

No, because those sometimes go into spam. Most people are used to and expect an actual response within days not weeks, from any company offering email as a way of communication. That time frame is unacceptable because they sell a good product so their complaint department should not be busier than others. Maybe they don't expect anyone to complain, so allocate little staff to that area. We are NOT all 'take/accept it because it's Princess travelers', so this would be a area Princess needs to work on. I know of only a few who would think that spam reply or time frame is acceptable and shouldn't be a true area of concern...JMOP!

 

2-4 weeks or longer to get an answer in this day and age. That thought place an ocean between cutomer and service. It was nice when they were together. Are they hoping you just forget:confused:

[SAPMAN]

the reason I like emails vs. phone calls, you have writter documentation of what transpired. How often have you had an issue (not necessarily Princess) where someone said X, but when you started the service, they provided Y and you could not prove what was told you in the conversation?

 

Believe me, written is 10 times better than verbal in a dispute.

 

To take 2 weeks to respond is nuts. If the issue requires more time, at least a follow up response to advise writer of expected time frame would be considerate.

[robgvic]

I see that the OP has not made another comment since posting at 2 pm yesterday