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RCCL: Message to CEO - lost in translation

Embracedbylife

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Embracedbylife

Embracedbylife

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As more a venting post than anything I am discusted to report that my letter to the CEO and Chairman of RCCL, Mr. Fain, was evaporated on deaf ears and totally lost in its meaning and purpose. What was meant to be an eye opening email sent in hopes of improving a future cruisers experience ended in more frustration than that of the original reason for writing the letter.

 

I was responded to by a Guest Services Specialist today (whose sole purpose is to expedite my concerns and report back to me) who insisted that she spoke to me 3 weeks ago and made right all that was wrong. She bascially treated me like a moron and insisted that I didn't remember a phone call with her. Why don't I recall this phone call? Because she never called me! Either she made up our little phone call in her records to close out my complaint, or she talked to someone else and hoefully didn't divulge my personal info to them!

 

So in resolution her supervisor called me back to appologize and assured me that my original email/letter will be addressed by her personally and then thanked me for calling. It's ironic that my original complaint was in issue to being blown off by the guest relations staff. And what happened again? I got blown off...

 

Sometimes you just have to let it go and realize that there is no fixing what is broken and you have to ride the wave or get off.

 

What sucks is Mr. Fain will never read my email, nor will he ever be able to fix what's wrong with his compay when he has no clue as to what's really going on.....

 

Thanks for listening!!

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Classynfun1

Classynfun1

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So in resolution her supervisor called me back to appologize and assured me that my original email/letter will be addressed by her personally and then thanked me for calling. It's ironic that my original complaint was in issue to being blown off by the guest relations staff. And what happened again? I got blown off...

 

I don't understand. The supervisor called you to let you know she was going to address your issue and also apologized, but yet you say you were blown off? What more did you want her to do other than handle your situation and apologize for it? She can't tell you more than that as it relates to the employee. Do you really think a CEO is going to handle a complaint about service when he pays an entire department and a VP to handle these issues? Not a flame - I'm serious. What were you expecting?

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Embracedbylife

Embracedbylife

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So in resolution her supervisor called me back to appologize and assured me that my original email/letter will be addressed by her personally and then thanked me for calling. It's ironic that my original complaint was in issue to being blown off by the guest relations staff. And what happened again? I got blown off...

 

I don't understand. The supervisor called you to let you know she was going to address your issue and also apologized, but yet you say you were blown off? What more did you want her to do other than handle your situation and apologize for it? She can't tell you more than that as it relates to the employee. Do you really think a CEO is going to handle a complaint about service when he pays an entire department and a VP to handle these issues? Not a flame - I'm serious. What were you expecting?

 

I was expecting her to tell me that she was going to read my original complaint thoroughly and get back to me like her employee was supposed to. To date no one ever actually addressed my original letter. She is not getting back to me. No one is! It's over and my case is closed without anyone ever telling me that it was actually addressed. How will I know they even read my complaint or addressed it?

 

I guess I should have mentioned that my original complaint was regarding a hotel director who blew me off. I wrote her a letter on board and never got a response. An ideal response to my letter to the CEO would be a letter of response from the hotel director appologizing for blowing off my letter that I addresssed to her on the ship. She never even acknowledged receiving it - so perhaps she did or didn't get it - something I'll never know. I'll never know because noone is getting back to me. She appolgized her staff blew me off and said she'd personally forward my complaint, but won't be responding....

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Big_G

Big_G

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Welcome home everyone! What an impressive trip! We had a wonderful time touring Iceland after disembarking. We actually drove the entire ring road on days 2 and 3 - 832 miles total! It was quite a drive - magnificant time! We hope to return one day! Glad everyone had such a great time. Hope the sail back to Harwich was smooth for you!

 

http://boards.cruisecritic.com/showthread.php?t=1386304&page=64

 

I guess it couldn't have been all bad.

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TEXASMUNK

TEXASMUNK

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The Supervisor is going to get back to you?

How long have you given the Supervisor to review?

Are you asking others to take some action to either support your rant or deny RCI future revenues?

 

Just asking.

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Embracedbylife

Embracedbylife

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http://boards.cruisecritic.com/showthread.php?t=1386304&page=64

 

I guess it couldn't have been all bad.

 

Yes, you are quoting my post cruise statement that "We had a wonderful time touring Iceland after disembarking. We actually drove the entire ring road on days 2 and 3 - 832 miles total! It was quite a drive - magnificant time! "

 

Note: we got off the ship early! happiest day was disembarking and touring Iceland sans ship! :) You are being cute quoting me! thanks! I forgot how catty these boards can be....

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robsmom

robsmom

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Do you really expect a CEO to have time to read and/or respond to a complaint letter from one particular customer? I personally find this trend of going right to the top to be way over done. Unless someone in your party died, was seriously injured, or abused in someway, your concerns should go to customer service not the COE's office. Don't cruise with RCCL if you don't like their service. Moving on and not buying the product is really your best revenge.

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Embracedbylife

Embracedbylife

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The Supervisor is going to get back to you?

How long have you given the Supervisor to review?

Are you asking others to take some action to either support your rant or deny RCI future revenues?

 

Just asking.

 

 

No, that was my thing - she isn't even going to be getting back to me. She just said she'd pass my complaints along and wished me all the best on a future cruise. It's a closed file. I'm so tired there is no point of going any further with it honestly...

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Embracedbylife

Embracedbylife

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Do you really expect a CEO to have time to read and/or respond to a complaint letter from one particular customer? I personally find this trend of going right to the top to be way over done. Unless someone in your party died, was seriously injured, or abused in someway, your concerns should go to customer service not the COE's office. Don't cruise with RCCL if you don't like their service. Moving on and not buying the product is really your best revenge.

 

Of course. But the point of my letter was to better someone else's vacation that they spent a lot of money on who finds themselves in the same position...to do right by the next passenger, but yes point taken, thanks! I am a VP and I respond by forwarding them to the Director to handle, but I always thank them and tell them it will be directed to the appropriate Dept. It's just good business. And I like to know what's going on!!

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Embracedbylife

Embracedbylife

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Unless someone in your party died, was seriously injured, or abused in someway, your concerns should go to customer service not the COE's office. .

 

If someone died, was injured or abused at the hands of RCCL I'd be calling an attorney not emailing the CEO!

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PH8

PH8

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Yes, you are quoting my post cruise statement that "We had a wonderful time touring Iceland after disembarking. We actually drove the entire ring road on days 2 and 3 - 832 miles total! It was quite a drive - magnificant time! "

 

Note: we got off the ship early! happiest day was disembarking and touring Iceland sans ship! :) You are being cute quoting me! thanks! I forgot how catty these boards can be....

Wow....was it that bad you left the cruise early??:eek:

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Aquahound

Aquahound

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No, that was my thing - she isn't even going to be getting back to me. She just said she'd pass my complaints along and wished me all the best on a future cruise. It's a closed file. I'm so tired there is no point of going any further with it honestly...

 

Sorry you are getting put through the ringer. I can sympathize because I am going through a similar problem with US Air. Luckily, I have AMEX and they fixed for me in 5 minutes what the airline couldn't in almost a month. It is very frustrating when resolution attempts, no matter how minor, fall on deaf ears with big business.

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Embracedbylife

Embracedbylife

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Sorry you are getting put through the ringer. I can sympathize because I am going through a similar problem with US Air. Luckily, I have AMEX and they fixed for me in 5 minutes what the airline couldn't in almost a month. It is very frustrating when resolution attempts, no matter how minor, fall on deaf ears with big business.

 

Thanks for "getting it" ! :) What's worse than the original situation to begin with is not being important enough to be heard, or for staff to care enough to listen to their customers. I guess that's the point! Fom all of this I've learned to listen to my customers, so that's what matters most!!

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leaveitallbehind

leaveitallbehind

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So what was the original issue that caused you to write the letter?

 

Thank you! I thought I was the only one that was in the dark on that! Maybe this is a follow up thread to a different post with the original complaint saga - but I couldn't find the orignal issue either on this thread! Maybe they will enlighten us........

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cruiseguy1016

cruiseguy1016

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It cracks me up to read about people writing to Richard Fain and expecting him to respond. If your camera broke would you write to the CEO of Kodak? If your car didn't run right would you write to the CEO of General Motors? When the mouse for your computer stops working do you write to the CEO of Dell?

 

Just because Fain's e-mail address shows up on these boards once in a while, people think that every single problem that they encounter needs to be addressed by the CEO of the company.

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Scotty G

Scotty G

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OP: Why did you write to Mr. Fain? He is the CEO of the parent corporation to RCL, RCCL. The CEO of RCL is Adam Goldstein. Many of us here on Cruise Critic have communicated concerns and praise for service to him and received direct responses. These responses to me have been followed up with calls from executive assistants on his staff. The folks at RCCL probably do not get involved with the Customer Relation issues that you have described. They should rightfully be handled by the company that you were cruising with - RCL.

 

You can see an overview of RCCL - the corporation here: http://www.rclinvestor.com/phoenix.zhtml?c=103045&p=irol-IRHome

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Loyal2RCCL

Loyal2RCCL

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If you're really dead set on getting a reply, I suggest you write a letter and FedEx it addressed to Richard Fain at the Miami office. You can even add your last communication with the Resolution's Supervisor.

 

On the rare instance, where I had a serious complaint, I've FedExed my written letter to RF and I got a very prompt reply from an Executive Assistant... a letter with compensation.

 

One time I wrote on my comment card that I wanted someone in Miami to call me and about a week later I got a call from someone in Miami. I simply wanted to explain how great one of the crew members was.. and of course there's not a lot of room to write comments.. and it was a complicated story.

 

So, if you're dead set on getting someone to listen and/or making sure your comments are heard, then do as I suggest.

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cruisenfever

cruisenfever

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I guess I should have mentioned that my original complaint was regarding a hotel director who blew me off. I wrote her a letter on board and never got a response. An ideal response to my letter to the CEO would be a letter of response from the hotel director appologizing for blowing off my letter that I addresssed to her on the ship. She never even acknowledged receiving it - so perhaps she did or didn't get it - something I'll never know. I'll never know because noone is getting back to me. She appolgized her staff blew me off and said she'd personally forward my complaint, but won't be responding....

In defense of the HD, he can't be accused of blowing off a letter that might never have been received. If there was such a pressing urgency that required the HD's assistance, I would have made an appointment to speak with him directly.

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