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Carnival Cruise Lines Inc. Carnival DreamShip Magic had no Magic for us!
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This a copy of the letter that I emailed to Carnival after I called and spoke to customer service personnel Doug he was very blase` and the most I got from him was a few uh-huh's and uh-hummmm's. (Isabel was the Guest Services supervisor that I spoke with on the ship trying to resolve these issues so that our vacation could have a happy ending). I did ask for a supervisor while speaking to him and he stated he was the only one in that dept and no supervisor was available. Please read further after this first email, as there is more to come. I had emailed a form from the Carnival website asking to speak to a representative. This was a general fill in the blank form, filled out and sent also on December 14, 2011 . This was the first response I received. Please, take note of ALL of the dates. --- On Wed, 12/14/11, Carnival Cruise Lines <iCare@carnival.com> wrote: From: Carnival Cruise Lines <iCare@carnival.com> Subject: IC-SS-12072011-3 CARNIVAL MAGIC 11/27/2011 455FW0 1332 To: ozarksjanet@yahoo.com Date: Wednesday, December 14, 2011, 10:19 AM Dear Janet Vance, We appreciate the time you have taken to contact us. Please share your experience with us by way of any of the below methods: Carnival Cruise Lines Guest Care 3655 NW 87th Avenue Miami, FL 33178 Email guestcare@carnival.com, or simply reply to this email. Sincerely, Marlene Arufe Guest Care Specialist Carnival Cruise Lines | 3655 NW 87th Avenue | Miami, FL 33178 | 800-929-6400 iCare@carnival.com I TRIED to share my experience with DOUG from your customer service department last week. I will share photos with you though since I wasn't able to then. Enclosed you will find a picture of the dirty bloody bathrobe that was left in our stateroom from the previous guest, I am assuming from the location of the blood it is from a woman and her period. The picture of the housekeeping cart is the view of our door which remained that way until they saw me take a picture of it. This was also the gathering spot for all of the boys and the gossiping center that began at 6-7 AM every morning. The picture of the window is the view that I paid several hundred dollars for, and only improved slightly after a rain shower. The picture of the plastic mirror light cover shows cracks from damage. This damage resembled a spiderweb. The sail and sign account was a nightmare. There was no accurate total the entire time we were on the ship.( I also expressed this to Isabel and Doug.) I did bring these to Isabel's attention from guest services after I placed an eleven minute phone call to the Carnival customer service from my cell phone. I had originally tried to contact guest services BEFORE I made the call but was told to "just go to guest services, your on the ship!" but the phone went dead, I am assuming I was hung up on. This was my third cruise and my roommates first. He was so excited, he would watched the DVD that Carnival sent to him that advertised all the fun on board the ships, the great food and the shore excursions. I cannot even begin to explain the disappointment he felt while on board this ship, and the disappointment I felt in Carnival. To me...each cruise should be better than the last. These were not minor things, these problems accumulated to a major problem that created a very disappointing and wasted holiday for us. I never asked once for anything in compensation, I just wanted to enjoy myself, have these things corrected and move on. It wasn't, nothing was. When I returned home and called Carnival and talked to DOUG, he responded by saying...what can Carnival do to make this better? I responded by saying that I would like to be reimbursed for my 11 minute phone call, one that I should not have had to make to begin with if the people on the ship would have just done their jobs. I was told "No, it was your choice to make that call, you should have went to guest services. I would think that in this economy that Carnival would go out of their way to ensure repeat guests do book with Carnival. I cannot say that I will ever book with Carnival again and I was working on that Platinum membership and planning on taking my eight kids next year for a family vacation. Now I am not so sure, I will be seeing what the other cruiselines can offer us now, and I honestly never thought I would ever think that when it came to Carnival. Up until this point, to me, there was no other cruiseline. This is the letter I received within the hour of sending my email to Carnival. Please note the date. --- On Wed, 12/14/11, Carnival Cruise Lines <iCare@carnival.com> wrote: From: Carnival Cruise Lines <iCare@carnival.com> Subject: IC-SS-12072011-3 CARNIVAL MAGIC 11/27/2011 455FW0 1332 To: ozarksjanet@yahoo.com Date: Wednesday, December 14, 2011, 10:19 AM Dear Janet Vance, We appreciate the time you have taken to contact us. Please share your experience with us by way of any of the below methods: Carnival Cruise Lines Guest Care 3655 NW 87th Avenue Miami, FL 33178 Email guestcare@carnival.com, or simply reply to this email. Sincerely, Marlene Arufe Guest Care Specialist Carnival Cruise Lines | 3655 NW 87th Avenue | Miami, FL 33178 | 800-929-6400 iCare@carnival.com Keep Reading please and note the date. This was sent after several weeks of not hearing anything. curious: Sunday, January 29, 2012 6:15 AM From: "Janet Vance" <ozarksjanet@yahoo.com>Add sender to Contacts To: "Carnival Cruise Lines" <iCare@carnival.com> I was just wondering why back in mid December Carnival emailed me asking me details regarding our recent cruise (Nov. 27). Then stated that we would be hearing back in seven to ten days. I of course excluded the holidays knowing that things would be hectic. But here it is January 29, 2012 and I have heard nothing back. I encourage you to read the forum that I started on the Carnival website regarding this particular ship and cruise date. I am certain you will be most interested in knowing that I was not the only dissatisfied customer aboard, and just in case you have"lost" the email you asked for to begin with I will resend it in just a moment. Please note thaqt their are pictures attached. Sincerely, Janet Vance The response I received from LORRAINE IC-SS-01292012-75 CARNIVAL MAGIC 11/27/2011 455FW0 1332Friday, February 10, 2012 12:48 PM From: "Carnival Cruise Lines" <iCare@carnival.com>View contact details To: ozarksjanet@yahoo.com Message contains attachments1 File (4KB) webwbCorrlogo.gif Hello Janet , Thank you for contacting us. First, let me apologize that you didn't receive a response to your original letter to us. We take great pride in responding each and every time a guest contacts us, but unfortunately, I don't see a record that your letter reached our office. I'm sorry it seems to have gone astray. Please share your experience with us by way of any of the below methods: Carnival Cruise Lines Guest Care 3655 NW 87th Avenue Miami, FL 33178 Email guestcare@carnival.com, or simply reply to this email. Thank you again for choosing Carnival Cruise Lines. We hope you allow us an opportunity to welcome you back. Sincerely, Lorraine Giraud Guest Care Specialist Carnival Cruise Lines | 3655 NW 87th Avenue | Miami, FL 33178 | 800-929-6400 iCare@carnival.com I once again sent the EXACT same letter and received this response: Automatic reply: Attn Lorraine Fw: Re: IC-SS-12072011-3 CARNIVAL MAGIC 11/27...Friday, February 10, 2012 2:46 PM From: "Carnival Cruise Lines" <iCare@carnival.com>View contact details To: ozarksjanet@yahoo.com Thank you for getting in touch with us. This is just a quick auto reply to let you know that we've received your email. We're happy to look into your inquiry and get back to you as soon as we can. Just to let you know, depending on the circumstances, it may sometimes take us 7-10 days to respond. Thank you for your patience; we value your business and appreciate this opportunity to assist. Sincerely, Carnival Cruise Lines I followed up this email within minutes with a phone call that was provided to me from LORRAINE, and I was told that Lorraine is a supervisor and she does not take calls. I told the customer service rep that I was told by email to contact her through this number and/or email. I simply wanted to make sure that she received the email and this pictures. She put me on hold and then came back a few minutes later, she read the letter and verified that the pictures came through and described what they were and how many I had sent. I also confirmed that there was more than one person named DOUG that worked in the customer service department, in fact the rep said there were many, many reps to handle all types of calls. At this point and with all the trouble, calls, emails, stress and overall put offness by the company I feel that just reimbursement for 11 minutes of calls is no longer enough. Our vacation was ruined and miserable, Nothing was done to fix the problems on this ship and for those who are not aware, this is a NEW SHIP! I have been lied to, ignored, put off, told my emails had never even made it to the company when I received the conformation that they had. And still to this date February 18, 2012 I have heard nothing in response to my initial complaint. I spent money on passports that I had never needed before for this trip, car rentals, fuel to drive from Missouri to Galveston Texas, parking at the dock, the tickets, which for a window were at least a couple hundred dollars more per ticket. The money spent on board, when our sail and sign cards worked .Gratuities that I felt were not deserved. NAd one more call to confirm that my email was received to LORRAINE, who also ignored and put me off. This was my third cruise that I had been on, the first for my friend and we both saved our money and vacation days for over a year to take this trip. I do not see a way to upload this pictures that I took but I would if I could, the images speak more for me than this entire post has. I am not angry with Carnival, I am disappointed in the ship and the employees, the overall way that my complaint has been handled, and the length of time it has taken for a response from anyone. If I did not feel that I didn't have a legitimate complaint, I never would have so much as spoken up on the ship to Isabel. But I did and three months later I feel as if they want to just push it under the rug and hope that I go away. Sincerely, Janet Vance Booking number 455FW0

Type of Gripe:

  • Billing
  • Loss/Damage
  • Misrepresentation
  • Poor Service
  • Unethical Behaviour

Type of solution ozarksjanet is looking for:

  • Apology
  • Compensation
  • Improvement
  • Policy Change
  • Refund
  • Repair
  • Replacement
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