We had a wonderful experience on this ship. We felt the customer service was exceptional. Our children loved it as much as we did; so much so, we are returning this year (our last cruise was in 2014). We have cruised with Royal Caribbean, Carnival, and Princess Cruise lines. NCL is way above any of those in terms of luxury and customer service.
It's unfortunate that this person had a bad experience. I am glad we did not, because it is very costly.
The only two things, we feel, needs improvement are: the number of shows offered, and the number of activities that require an extra cost. Cruises should be all inclusive, if not mostly. We paid thousands of dollars, for our family of 4. We should not have to pay for arcade games, or any other activities.