Great Ship...HORRIBLE CUSTOMER SERVICE!!!

Cruises: 7+ cruises

Reviews: 2

Helpful Votes: 43

Review summary

It started off great. I was going to sail on the very ship I have admired for years from my balcony as a resident of Miami. The embarkation procedure was seamless. The cabin was very nice. The steward was very friendly and did a nice job. Then the 1st lesson started as 1 of the many sales pitches got me to purchase the upgrade to the seafood fine dining restaurant on night 1. Stale bread and frozen butter to start, minuscule over frozen crab portions next, and a simply horrible meal to . finish. Write that one off...not here to complain. Next, we sent out 4 shirts and 5 dresses to get the wrinkles of packing out using the laundry package that I paid 30.00 for. The next day our cabin steward arrives at our door with his boss to let me know they ripped the collar buttons off of a brand new 100 shirt and offered me champagne as a token of apology. I didn't accept since my accomplice doesn't drink and it would have gone to waste for the most part. The rest of our ironed items were still very wrinkled so we never used that service again. No worries...I'm there to have fun. Write off #2. Next, I spent over 5 hours with various members of the "customer service" desk to get the free internet working on my phone since there was a hurricane pointing at my home and I wanted to be available for family. 2 IT (internet technology) techs, 1 multimedia tech, and about 6-8 different others all couldn't get it to work on a very common apple XS phone. The internet on the ship was horrible as I heard from many others. For the rest of the cruise, the food at Roy's 3 restaurants was very good, the buffets were pretty average good, the pizza was a great idea, and the ship dinners (we went twice) was very acceptable. But the staff was definitely not overly friendly. Most of them didn't understand english very well, which is kind of odd for a ship that sails out of Miami...and Spanish wasn't their language of choice either. To wrap it all up, the customer service desk didn't want to offer me anything for the bad meal, the damaged shirt, the internet that didn't work, or the the poor laundry service. But they did however offer me a refund of the gratuities that I was charged for all of the people who are there to make my experience a good one. THIS IS ABSOLUTELY ABSURD AND WAS THE PERFECT REFLECTION OF A COMPANY THAT DOESN'T CARE ABOUT THEIR EMPLOYEES. I absolutely refused to screw those hard working people and was given a card to email "customer service" in Ft. Lauderdale I'm guessing. The auto responder said I'd get a response in 7-10 business days...I wait...nothing. Then I called them and get placed on hold for almost 2 hours before I hang up in disgust. I call back and tell the receptionist about the incident and she promises to get it to a supervisor. The next day I get an email stating that they are sorry for all of my inconvenience and offered me 30.00 off of my next cruise! That was it!!! And the funny part is that I was a rated player in the casino as well...I'm sure that they'll want me back but I'LL NEVER CRUISE MSC AGAIN. One of the worst customer service experience I’ve seen in many years.

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Disembarkation

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