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A. Goldstein's office response to e-mail


39august
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We had a rather unpleasant experience on turnaround day on Navigator's Sept. 7 cruise. I sent an e-mail detailing the situation to Adam Goldstein's office last Thursday afternoon and received a response today! Very quick response time. I was thanked for making upper management aware of the problem, and had a pleasant chat with the young lady. So, yes they do respond to problems.

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We had a rather unpleasant experience on turnaround day on Navigator's Sept. 7 cruise. I sent an e-mail detailing the situation to Adam Goldstein's office last Thursday afternoon and received a response today! Very quick response time. I was thanked for making upper management aware of the problem, and had a pleasant chat with the young lady. So, yes they do respond to problems.

 

Nice to know that responses come from emailing Mr. Goldsteins office. I just sent one today so based on your response time I should get a response by the end of the week. Great news. Thank you.

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AG has always responded quickly whenever I have had the need to contact him :D

And yes I do know the response came from him, because we have discussed his responses on occassions we have met.

Have also always had quick responses and or phone calls from AG's office....:)
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Someone should email him about the poor email responses from the rest of the company.:rolleyes:
Like receiving a few week later" We cannot apologize enough for the extended delay in our response. More customers than ever before are choosing the convenience of e-mail as their primary mode of communication. As a result, the turnaround time for responses has increased. Acknowledging that this level of service is unacceptable regardless of cause, we hope you will accept our apologies, and believe that this is not indicative of our normal operations. We sincerely regret any inconvenience this may have caused." Edited by FLACRUISER99
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AG has always responded quickly whenever I have had the need to contact him :D

And yes I do know the response came from him, because we have discussed his responses on occassions we have met.

 

The personal contact may have something to do with that Pinnacle status... just sayin'

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We had a rather unpleasant experience on turnaround day on Navigator's Sept. 7 cruise. I sent an e-mail detailing the situation to Adam Goldstein's office last Thursday afternoon and received a response today! Very quick response time. I was thanked for making upper management aware of the problem, and had a pleasant chat with the young lady. So, yes they do respond to problems.

 

Funny story. We were on the Majesty a couple of years ago and it was debarkation day. DW was up on deck having a coffee with a couple other guests when one of the ships officers (safety officer it turns out) came by and lectured the lot of them telling them they were not allowed to have drinks on deck. Of course everyone thought the guy was on drugs or something. Anyway, my wife and a couple others went down to the front desk to let them know they had a lunatic on their hands. "Oh, Phil is at it again" they were told. When we got home my wife sent a letter to Goldstein and they actually called her on the phone. They relayed that they had received several complaints about the guy and that they were really sorry for his behaviour. Then they noticed we had another cruise booked with them (we always have "another" one booked :) ) and they plunked down a $100 on board credit. Really nice of them I thought.

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The personal contact may have something to do with that Pinnacle status... just sayin'

 

I'll hope that general response or response time is not tied to C&A status.

 

I've had two occasions to contact his office. The first, I admit now, was trivial and I never received a response.

 

The second time was a more severe and important issue and I got an immediate response asking to arrange time the next day to speak to a representative from his office. The call came as arranged and I was able to recount the issue for their action.

 

I am sure the response was NOT from Mr. Goldstein, but handled from a knowledgeable and empowered member of his staff.

 

M

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I'll hope that general response or response time is not tied to C&A status.

 

I've had two occasions to contact his office. The first, I admit now, was trivial and I never received a response.

 

The second time was a more severe and important issue and I got an immediate response asking to arrange time the next day to speak to a representative from his office. The call came as arranged and I was able to recount the issue for their action.

 

I am sure the response was NOT from Mr. Goldstein, but handled from a knowledgeable and empowered member of his staff.

 

M

 

I emailed Adam Goldstein and someone from his office called me within 2-3 days and i am a lowly gold member.

 

Bill

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Absolutely not, I have received contact from him over many years, way before I or any one else was Pinnacle as that status never existed back in the day. :D

 

And I also state that not all of his responses have been what I wanted to hear, but I still respect the fact that he involved himself in the situation.

 

 

The personal contact may have something to do with that Pinnacle status... just sayin'
Edited by ChipLondon
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Honestly, I can't imagine that a busy CEO gets involved in the daily email complaints or comments. There must be hundreds each day. How would he/she have time to run the company?

 

Does anyone ( I guess except those who are Mr. Goldstein's BFF's) actually think that the email address posted on line is really his direct email address? He seems to have a competent and (more importantly) empowered staff to answer the constant flow of inquiries.

 

M

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The personal contact may have something to do with that Pinnacle status... just sayin'

 

No, I am only platinum and I sent an email to Adam Goldsteins office and received a call back from an Executive Guest Specialist. To my surprise she offered us a nice Future Cruise Credit.

 

I was not complaining or asking for anything. The letter was about something I witnessed and that I thought they may need to look into some procedure changes. I started with how much we like RC and how great the cruise was.

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The personal contact may have something to do with that Pinnacle status... just sayin'

 

NOT true. I had an issue a while back with my son's C&A account, he's a Gold member. I sent off an e-mail, and was surprised while an email AND a call. Again, a very pleasant woman. His office truly cares, no matter the level of loyalty..

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We sent a letter of appreciation for the wonderful time we had on Grandeur a few years back. It was the perfect cruise with wonderful attention to detail. We wanted to let the head office know how well everyone had done to make our vacation a success. It was a surprise to get a phone call thanking us. They listen to what we have to say, both the good and bad.

Edited by Grannycb
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I also sent an e-mail to Mr. Goldstein with praise for our outstanding cabin attendant. He went over and above what other cabin attendants do or are supposed to do. I got a call back from Mr. Goldstein's personal assistant thanking me for my kind e-mail. They contacted the ship, Independence of the Sea sailing from Southampton and gave our cabin attendant an extra bonus and acknowledged him in front of the whole staff. So yes, e-mails do get read and answered.

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I emailed Adam Goldstein and someone from his office called me within 2-3 days and i am a lowly gold member.

 

Bill

 

No, I am only platinum and I sent an email to Adam Goldsteins office and received a call back from an Executive Guest Specialist.

 

 

Absolutely not, I have received contact from him over many years, way before I or any one else was Pinnacle as that status never existed back in the day. :D

 

And I also state that not all of his responses have been what I wanted to hear, but I still respect the fact that he involved himself in the situation.

 

I'll hope that general response or response time is not tied to C&A status.

 

I am sure the response was NOT from Mr. Goldstein, but handled from a knowledgeable and empowered member of his staff.

 

NOT true. I had an issue a while back with my son's C&A account, he's a Gold member. I sent off an e-mail, and was surprised while an email AND a call. Again, a very pleasant woman. His office truly cares, no matter the level of loyalty..

 

We sent a letter of appreciation for the wonderful time we had on Grandeur a few years back. It was the perfect cruise with wonderful attention to detail. We wanted to let the head office know how well everyone had done to make our vacation a success. It was a surprise to get a phone call thanking us. They listen to what we have to say, both the good and bad.

 

I snipped a couple of these, but my point was taken in a way other than I meant it.

 

PERSONAL contact.

 

I know that some people on this board believe that every single email they get from Royal was personally written by Mr. G to them. His keyboard to their eyes.

 

I know that you can't sway them from that opinion. They have written a letter on dining options, heard Mr. G comment publicly on dining options, and are 100% CONVINCED that he was speaking directly to them and addressing their letter personally because he used a specific phrase they used in their letter. You can't change their minds, no matter what. That's understood.

 

I'm not sure how many Pinnacle members there are, but a few Google searches, a few CC searches, and some vague memories of hearing a ballpark figure from a crew member a few months back... points me to roughly around 200-250 Pinnacle members. I saw numbers as low as 180, but they were 2 years old.

 

Regardless, they make up a TINY fraction of passengers. There were about 5 million passengers last year. Even assuming the Pinnacle folks took many trips, that's a tiny portion of cruisers.

 

If Pinnacle members took 20 cruises each and there are 250 of them, they still only account for 0.1% of the bodies that board the ships each year. I'm going to assume that even the vast majority of Pinnacle cruisers wouldn't come close to 20 cruises a year, except the ones that live on board. My point is that your top 200-250 cruisers are going to get a level of attention that no other cruiser is going to get. I would hope that top customers get a little more attention, but that everyone gets the respect they deserve.

 

Staffer: "Hey Mr. G, this email is from Mary, a 45 year old mom of 3 from Wisconsin on her 3rd cruise who thinks the pool ruined her $12 Wal-Mart bathing suit."

 

Mr. G: "That stinks, handle it and help her out. I really want her to come back for that 4th cruise."

 

 

Staffer: "Hey Mr. G, the email from Fancypants McGee, the Pinnacle member, is about the trouble they had with something relatively mundane in their owner's suite from the last 15-night TA trip they took."

 

Mr. G: "That's not a huge deal, but I'll take that one myself. They probably just want to vent a bit."

Edited by poncho1973
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Sorry but I fail to understand why you think that Pinnacle members might be a "Mr Fancy Pants" or anything similar, or why my/our comments would only be mundane, or that all of us might only sail in owners suites

I for one have never booked anything greater than a JS and that was for our wedding cruise. Like many others in the aerly years only sailed in Inside Cabins because the price difference to a balcony was so great then.

Also as previously stated I have had personal communication from AG way before I was even a D member. I have never wanted to just vent a bit and most of my contact to him have been positive and informing him of excellent service or similar.

At the end of the day I am a hard working guy that chooses to spend my hard earned money on cruising opposed to other leisure options. I have cruised for the past 20 years, and no I do not do 20 cruises a year, although recently I have averaged 8-10. FYI I know that there are many more P Members than you indicate although whilst not knowing the exact number think it to be well in excess of 600, although i accept still a small number in percentage terms.

You say that your comments were taken in the wrong way, I wonder which way you want your recent ones to be taken, as to me they are simply rude.:eek:

 

Mr. G: "That stinks, handle it and help her out. I really want her to come back for that 4th cruise."[/color]

 

 

Staffer: "Hey Mr. G, the email from Fancypants McGee, the Pinnacle member, is about the trouble they had with something relatively mundane in their owner's suite from the last 15-night TA trip they took."

 

Mr. G: "That's not a huge deal, but I'll take that one myself. They probably just want to vent a bit."

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I'm not sure how many Pinnacle members there are, but a few Google searches, a few CC searches, and some vague memories of hearing a ballpark figure from a crew member a few months back... points me to roughly around 200-250 Pinnacle members. I saw numbers as low as 180, but they were 2 years old.

 

If Pinnacle members took 20 cruises each and there are 250 of them, they still only account for 0.1% of the bodies that board the ships each year. I'm going to assume that even the vast majority of Pinnacle cruisers wouldn't come close to 20 cruises a year, except the ones that live on board. My point is that your top 200-250 cruisers are going to get a level of attention that no other cruiser is going to get. I would hope that top customers get a little more attention, but that everyone gets the respect they deserve.

 

Just an FYI but the number of PC Members to date is closer to 800+.

 

Another FYI, but PC Members get the same benefits prior to boarding that D+ Members. We get the same number of amenities as those with 525 points receive. And we select from the same list.

 

The only thing on board that sets a PC Member apart from any other C&A Level member (unless they are wearing their pin, of course) is the Gold SeaPass Card that is issued. The on board benefits could be breakfast in a special location, special seating at shows and priority tendering. There are probably more that I am sure others will add.

 

When my husband and I cruise, nobody knows what C&A level we are when we are walking around the ship...........and that's exactly the way we like it.

Edited by cruisenfever
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Sorry but I fail to understand why you think that Pinnacle members might be a "Mr Fancy Pants" or anything similar, or why my/our comments would only be mundane, or that all of us might only sail in owners suites

I for one have never booked anything greater than a JS and that was for our wedding cruise. Like many others in the aerly years only sailed in Inside Cabins because the price difference to a balcony was so great then.

Also as previously stated I have had personal communication from AG way before I was even a D member. I have never wanted to just vent a bit and most of my contact to him have been positive and informing him of excellent service or similar.

At the end of the day I am a hard working guy that chooses to spend my hard earned money on cruising opposed to other leisure options. I have cruised for the past 20 years, and no I do not do 20 cruises a year, although recently I have averaged 8-10. FYI I know that there are many more P Members than you indicate although whilst not knowing the exact number think it to be well in excess of 600, although i accept still a small number in percentage terms.

You say that your comments were taken in the wrong way, I wonder which way you want your recent ones to be taken, as to me they are simply rude.:eek:

 

You just went completely off on some random rabbit trail on this one.

 

The Mr. Fancypants/mundane problems had nothing to do with you. I'm not sure you needed to have spent this much effort justifying your Pinnacle status or your complaints.

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