VERY poor customer service on the phone by Princess

[leck57]

On 4/27/2024 at 3:32 AM, cr8tiv1 said:

In all fairness, there are some (few) who are knowledgable.  The key is to know what you want (know more than them), and don't leave without confirmation that NOTHING else was tampered with/cancelled.  

 

100%. Last time I spoke to them I had my Cruise Personalizer open and kept refreshing every time they said that something had been fixed. I didn't let them hang up until I'd stalled them long enough to quickly check nothing else had been changed. 

[ddled]

Donald-you missed my first post?  We are actually booked on a Princess Alaska cruise in June. My bank account shows it! This was not some sort of make believe event. 

[ddled]

OK-I am the OP and I have the end of the story-ala Paul Harvey. I sent an email to the head of Customer Relations - the address is earlier in this thread.  I included this original post and a few comments about how I thought they needed to pay attention to this kind of matter. I got back an email, a text and just today a phone call from Princess. They wanted to make sure that the matter had been resolved, and that I was satisfied. As a bonus from them they are including a nice amount of on board credit. So the lesson. I guess, is that the squeaky wheel does get greased, and that it pays to bring things to their attention. I am impressed and think the situation was handled very well. Mistakes happen,  but the significant part is how they are rectified. I am very pleased.  Just to get ahead of any questions- Yes, we are really booked on Royal in June, no I am not some kind of bot or stand in for Princess, we are just 2 retired teachers that are cruising. I just felt I had not received the kind of service I was used to and said so.

[Arizona Wildcat]

11 minutes ago, ddled said:

OK-I am the OP and I have the end of the story-ala Paul Harvey. I sent an email to the head of Customer Relations - the address is earlier in this thread.  I included this original post and a few comments about how I thought they needed to pay attention to this kind of matter. I got back an email, a text and just today a phone call from Princess. They wanted to make sure that the matter had been resolved, and that I was satisfied. As a bonus from them they are including a nice amount of on board credit. So the lesson. I guess, is that the squeaky wheel does get greased, and that it pays to bring things to their attention. I am impressed and think the situation was handled very well. Mistakes happen,  but the significant part is how they are rectified. I am very pleased.  Just to get ahead of any questions- Yes, we are really booked on Royal in June, no I am not some kind of bot or stand in for Princess, we are just 2 retired teachers that are cruising. I just felt I had not received the kind of service I was used to and said so.

Absolutely correct.  You clearly explained the situation in a factual manner.  Most companies actually welcome customers telling them about problems.  It is only through people such as yourself that the dreadful decline in customer service will be corrected.

 

[ddled]

3 minutes ago, Arizona Wildcat said:

Absolutely correct.  You clearly explained the situation in a factual manner.  Most companies actually welcome customers telling them about problems.  It is only through people such as yourself that the dreadful decline in customer service will be corrected.

 

Thank you. I also believe that we must all let companies know when we are dissatisfied . The good ones will act.

[PescadoAmarillo]

On 4/24/2024 at 6:51 PM, Arizona Wildcat said:

Customer service in general is somewhere between poor and terrible.  No excuses for Princess, but wondering why you would bother dealing with Princess on the phone as there are lots of great TAs out there that will handle the garbage for you. 

I can’t help but wonder how many great TAs there will be left selling Princess if they’re spending all their time getting avoidable issues resolved for their clients. I mean, once they start pushing minimum wage because of the pre- and post-cruise effort they’re putting in, there are plenty of other occupations to consider. 
 

The answer is not “let a TA handle it”. The answer is fix the darn problems. 

[TRLD]

On 4/25/2024 at 7:19 AM, Sea Hag said:

Most of the time when I go that route, I get an error message that says, "This booking has already been claimed." 

 

I don't always get that, just most of the time. I would imagine that's because I've accessed the booking through the app (got nothing else to imagine), but in that case then why don't I always get that error message? If anybody has an alternate explanation for this, I'd surely love to see it.

Does your profile on the app show your correct loyalty status? There was/is a problem with some accounts where when the app as first accessed and the data loaded into the database for it any difference with the data resulted in a new Captains circle number being created and used only by the App when not on ship. This resulted in one's status not being properly recognized by the app. The only real.impact was Elites for example not getting their discount when purchasing internet in advance of the cruise. Another issue is when you access a cruise using the app it will link it to the App account with its different CC number resulting in the error message when trying to access that cruise with the web.

[Arizona Wildcat]

52 minutes ago, PescadoAmarillo said:

I can’t help but wonder how many great TAs there will be left selling Princess if they’re spending all their time getting avoidable issues resolved for their clients. I mean, once they start pushing minimum wage because of the pre- and post-cruise effort they’re putting in, there are plenty of other occupations to consider. 
 

The answer is not “let a TA handle it”. The answer is fix the darn problems. 

Agree with your sentiment.  I worked for a TA that booked travel for university and State employees for years.  My bookings were never for cruises.  Those still there report that the job has become more challenging.   The reasons pretty clear. 

A huge turnover of workers since Covid

Travel companies struggling to hire workers in the US/Canada/Europe etc.

Thus offshoring to hire and the resulting difficulty in training and supervision.

My statement is that my TA will go the extra mile as I have been a loyal customer and we agreed they would call each company/cruiseline once a day so as to deal with multiple issues on one call.  They are well paid and I try to be patient as I do not need to call.

PS - I deal with Iots of stuff once on board like dining.

[Sea Hag]

11 hours ago, TRLD said:

Does your profile on the app show your correct loyalty status? There was/is a problem with some accounts where when the app as first accessed and the data loaded into the database for it any difference with the data resulted in a new Captains circle number being created and used only by the App when not on ship. This resulted in one's status not being properly recognized by the app. The only real.impact was Elites for example not getting their discount when purchasing internet in advance of the cruise. Another issue is when you access a cruise using the app it will link it to the App account with its different CC number resulting in the error message when trying to access that cruise with the web.

No, my loyalty level is fine on the app. And, as I said, this error is intermittent. I would think that if there was account number confusion, it would happen all the time. This is an odd problem, but I've been working around it. If I want to access a cruise on the web-based version, and it generates this error, I just go away and try again later. On a subsequent attempt, it's likely to work just fine.

[suekel]

I also sent an email to the email address listed in this thread.  I mentioned the last 2 phone calls that I had made to Princess.  These were to my casino rep who had to transfer me to the OceanReady department.  He stayed on the call so he could listen.  He ended up breaking into the conversation because he couldn't believe how badly they were handling the reason for my call.  Yesterday, I received a phone call from Princess.  Janet, the woman who called me, reassured me that the upper levels of Princess are fully aware of how badly the outsourcing is working.  Now, as to how quickly they will fix this issue, we'll just have to wait and see.  I'm just happy they know.  

[SeaMystique]

What bothers me is that Princess is headquartered in Santa Clarita, CA, where I live. Pre-COVID, I could call up, talk to a person whom I understood and who understood me, and feel good about the jobs staying in our community.

now … the reps are remote, I mean truly remote. Their English is passable at best. They read from scripts and seem incapable of stating anything in their own words. They have a fawning, subservient attitude which rubs me the wrong way. And they know almost nothing, including answers to basic questions. I asked to be put on a waiting list for Reserve Collection minisuites (currently sold out for our voyage), and it took ten minutes of repeating and rephrasing my question before the rep figured out what I was asking. 
Meanwhile those jobs have left my home town, and they’re not coming back.

i don’t like talking to a robot in a boiler room. As someone has said, “Sad.”

[Trevelbond]

On 4/24/2024 at 6:13 PM, MTNest93 said:

Try the web version 

Wow! That actually let me order the Medallion. Finally! Thank you! 

[mtnesterz]

14 hours ago, SeaMystique said:

What bothers me is that Princess is headquartered in Santa Clarita, CA, where I live. Pre-COVID, I could call up, talk to a person whom I understood and who understood me, and feel good about the jobs staying in our community.

now … the reps are remote, I mean truly remote. Their English is passable at best. They read from scripts and seem incapable of stating anything in their own words. They have a fawning, subservient attitude which rubs me the wrong way. And they know almost nothing, including answers to basic questions. I asked to be put on a waiting list for Reserve Collection minisuites (currently sold out for our voyage), and it took ten minutes of repeating and rephrasing my question before the rep figured out what I was asking. 
Meanwhile those jobs have left my home town, and they’re not coming back.

i don’t like talking to a robot in a boiler room. As someone has said, “Sad.”

While I doubt anyone at Princess reads CC as part of their job duties, this post stands out for me as one I wish they did. Many have reported unsatisfactory interaction with the outsourced call center, reportedly in the Philippines.

I suggest getting a CVP, I cannot recommend mine by name, but near to both of us in Encino and very knowledgable.

 

[Princessfan20]

15 hours ago, SeaMystique said:

What bothers me is that Princess is headquartered in Santa Clarita, CA, where I live. Pre-COVID, I could call up, talk to a person whom I understood and who understood me, and feel good about the jobs staying in our community.

now … the reps are remote, I mean truly remote. Their English is passable at best. They read from scripts and seem incapable of stating anything in their own words. They have a fawning, subservient attitude which rubs me the wrong way. And they know almost nothing, including answers to basic questions. I asked to be put on a waiting list for Reserve Collection minisuites (currently sold out for our voyage), and it took ten minutes of repeating and rephrasing my question before the rep figured out what I was asking. 
Meanwhile those jobs have left my home town, and they’re not coming back.

i don’t like talking to a robot in a boiler room. As someone has said, “Sad.”

 

Agree.  It is just a waste of time to try and discuss the simplest issue with the call workers in the

Phillippines.  It has to be costing Princess a lot of customer goodwill and business.  I know we are thinking of changing cruise line just because of this one issue alone.  It is painful to talk to that call center.

[Well-Traveled-Eric]

17 hours ago, SeaMystique said:

Meanwhile those jobs have left my home town, and they’re not coming back.

i don’t like talking to a robot in a boiler room. As someone has said, “Sad.”

 

Hiring a local, full-service travel agent could make things easier for you. It wouldn't bring the jobs back to the states, but you'd be supporting a local small business, and they then become your point of contact. You'd no longer have to call overseas.

Edited Sunday at 02:58 PM by Well-Traveled-Eric

[SeaMystique]

2 hours ago, Well-Traveled-Eric said:

 

Hiring a local, full-service travel agent could make things easier for you. It wouldn't bring the jobs back to the states, but you'd be supporting a local small business, and they then become your point of contact. You'd no longer have to call overseas.

I tried that. Local agent. Seems she couldn’t be bothered. Didn’t return calls.
If anyone has a way to get me a recommendation, I’d be interested.

It’s just such a comedown. Before our first cruise, I had a CVP at Princess who was such fun to talk to, I invited him to come on the cruise with us -!

This sort of thing dilutes the whole experience. Not that it will matter once we board, but at this stage, poor customer service really does dull one’s enthusiasm.

[SeaMystique]

4 hours ago, mtnesterz said:

While I doubt anyone at Princess reads CC as part of their job duties, this post stands out for me as one I wish they did. Many have reported unsatisfactory interaction with the outsourced call center, reportedly in the Philippines.

I suggest getting a CVP, I cannot recommend mine by name, but near to both of us in Encino and very knowledgable.

 

Were her initials by any chance K.A.?

[Well-Traveled-Eric]

9 minutes ago, SeaMystique said:

I tried that. Local agent. Seems she couldn’t be bothered. Didn’t return calls.
If anyone has a way to get me a recommendation, I’d be interested.

 

Sadly, some agents don't earn a real commission, and may only make $25 per booking. Especially those with big box agencies or those who are entirely focused on offering the lowest price. Post booking services in these cases will be minimal if anything at all.

Then there are the lazy agents, who although they may be earning the standard commission, are only interested in booking your reservations, and not properly servicing it.

 

There are plenty of good agents out there, but CC rules prohibit sharing such information.

[AZaTaz]

I am a long time Princesses and other lines Cruiser and for over 20 years did it myself except for 2 tries with Travel Agent, with bad results, never again I swore. 
Then Princesses out sourced their call center.  For 6 months I struggled with trying to understand them and make them understand my simple request. I usually have 4 to 6 future cruises booked.

i read on CC how helpful some people’s CVP were. I decided to give it a try. It took 2 weeks of multiple request on line and with call center before I found number for CVP line and finally got to someone at the CVP dedicated line. I found out I had been assigned a CVP but when I told the gentleman I was talking to that I was never contacted by her he said well let me help. 
he is now my CVP and wish I could share his name so other could get the level of service he has provided me in the last couple of months. 
 

[SeaMystique]

Ok, then how do I go about getting a “real” CVP? Is there a thread about this on the CC boards perhaps? I really don’t want to call the main number again and get that call center …

[AZaTaz]

Call 1-(800) 901-1172 that is direct line to CVP line

[mtnesterz]

22 minutes ago, SeaMystique said:

Were her initials by any chance K.A.?

No, those are not his initials. I already have a warning on my file here on CC for mentioning the general, not personal, 800 CVP line, so I'm not going to even hint. @AZaTaz, consider editing your post.

If you are having trouble finding a good one, next time you are on a cruise, attend the M&G, ask around.

[justjan2]

On 4/24/2024 at 8:28 PM, ddled said:

We are on Princess in June on an Alaska cruise/land package, on Royal. The app would not, for 2 weeks at least, allow me to get my medallion sent to me. Couldn't load it said. Everything else worked. So I called Princess to get it sent before we sail so as to cut some of the embarkation time. Got some rep, and if that is indicative of their customer service, shame on them. I had to literally yell at him to stop his sale pitch to me-excursions, dinners, premium package, wifi, special occasions, and on and on. We are Platinum on Princess, and any moron can see what there is to buy on the website. The call took 40 minutes! I asked for a supervisor and he refused to connect me. We have cruised 32 times, and I have never had this kind of treatment. All I wanted was for them to send me the 2 medallions so I could have them before we sailed. When he finally got it done the delivery date is 6 weeks! He told me there must be something wrong with my phone.  He said their computers were running bad. Said they were having problems with the app. I don't have any cruises booked with Princess right now-I may not do them again. Have liked their product,  but when I spend thousands of dollars with them I expect a rep on the phone to do what I ask for.I realize that he probably gets a cut for any thing he sells, and their ships are full and they can do anything they want to do to us, but it does not mean I have to like it!!!

.

Edited Sunday at 06:30 PM by justjan2

[Astro Flyer]

This year I needed to call Princess twice with issues & got agents located in Jamaica & both were very easy to understand. Both of them took care of my issues within a reasonable amount of time & with no hard sell to book other things. Maybe Princess is addressing the issue with difficult to understand insufficiently trained inexperienced reps in the Philippines…both Jamaican reps were great.

 

Years ago I talked to an American 20 year Princess rep who confided in me that when changes get made to their system it even took her a month to fully grasp the changes because the Princess system was not easy to navigate. Thus it’s not surprising to me that offshore inexperienced reps struggle at their jobs but it appears that was a cost savings decision made by Princess.

 

I am very happy with the service my longtime knowledgable TA provides but understand that she has other clients to help. Thus I try to find solutions myself & only contact her when I cannot find a solution & need her assistance. She’ll contact the Princess section for TAs (seen her emails with them) & if not resolved she’ll contact her Princess DSM to seek a resolution.

As has been mentioned, frustrated first time Princess cruisers might go to other cruise lines after dealing with too many pre-cruise issues. Princess appears to be attracting new customers however will they return again or not due to those problems. Princess touts record bookings even with the cost cutting offshore service issues so they might not be willing to improve things. I think that would be a foolish decision & it’s no way to generate repeat passengers. For the past 35 years Princess has been my primary source for cruises but my pre-cruise issues have me trying other lines now. For now the Princess onboard experience & exceptional crew keeps me returning to get our best cruise experience for the price we’re paying.

 

 

Edited Sunday at 07:04 PM by Astro Flyer

[MacMadame]

3 hours ago, mtnesterz said:

No, those are not his initials. I already have a warning on my file here on CC for mentioning the general, not personal, 800 CVP line, so I'm not going to even hint.

I got in trouble too!