A few years back, my wife and I were on a short NCL cruise to the Bahamas. We pulled into Nassau and moored next to the brand new MSC Seaside. I thought is was an absolutely gorgeous ship, at that time having only been in operations for a few months. I was smitten, and I told my wife that was the next ship we were going to sail on.
Upon our return home, I jumped on MSC's website to book a cruise. That's when the disillusionment started to set in. I don't know how it is now, but at that time it was clunky and not very user friendly. Navigating around the various "experiences" started to give me a headache, so I called them for clarification. After finally getting through, I got to speak to a "representative". Now, I'm not the most cordial person in the world, but after a 45+ career in sales & marketing without ever receiving a complaint about my demeanor, I think I can state with some authority that their rep was highly unprofessional. Their tone contained more than a "hint" of dismissiveness and indifference. I felt that if that's how they treated me while attempting to secure my business, how was it going to be after they got it. Needless to say I never booked with them.
After further research, I found that's the general complaint about MSC, but everything I read also stated something to the effect that they operate under the "European" business model, and that they needed to change to a more customer friendly stance to better fit the US market. It appears, at least in this instance that they haven't as yet upped their game.