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Old October 17th, 2012, 08:53 PM
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Default Gift Certificate snafu

Oh my where do I start..........Well first off, I rarely complain. I often will take the time to write a short note or call someones boss to compliment them. But I just had to share this in an appropriate forum.

My parents and sister bought me gift certificates for my RC cruise, I leave next Saturday. It tried redeeming them in late September. One of my certificates for 50 dollars never got applied. To save time and not bore you all, suffice to say I just made my 5th call for a total call time of a little over and hour and a half with , so far, no results. There have been promises of calls, emails and yes we will help you, but no one has.

I am both amazed and appalled at the ineptitude of most everyone i have talked to. No one seems to be able to tell me why this last certificate has not been applied. It was paid for, I have the paper copy with all the authorization numbers etc, i have been told its valid, but it still has not been applied.

I have wasted time that I do not have to resolve this and just was curious if anyone else has had trouble redeeming their certificates for either onboard credit (which is what i am doing) or to pay for a cruise? I have read that people have had trouble and I asked for them from my family anyway. I have asked for this to be resolved within 24 hours and think i actually have someone this time that will help. I have also asked for some compensation in the form of onboard credit from RC for my time and aggrevation. They took the money, now will not apply it. Thanks for letting me vent!

kerry
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Old October 17th, 2012, 09:53 PM
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Kerry, I feel for you! It's extremely frustrating when trying to deal with a large business. This is something we deal with all the time and it never gets easy. But this is the main reason why it's best to book with an agent - they have access to contacts you don't have or can't get to without alot of hassle. Plus, you're just one person and depending on the agent, they can have a great deal of support behind them. I can't tell you how often I've heard complaints like yours and they always feel like they're hitting their head against a brick wall. One commonality about big business is that they have the overinflated sense that if they ignore you long enough, you'll just go away.

So, with all that said, the only thing I can offer is my support for your task. Based on what you've said, you definitely have the right to complain because you were not provided what you (or your family) bargained for and you deserve restitution. It's too bad that hiring an attorney in this case would not be prudent given the amount. And I know that it may not be worth it to you in the end because of the time you'll probably be investing, but if you want satisfaction, you really need to hang in there. Remember the adage about the squeaky wheel getting the oil. And here's something to think about; the cruise lines have contracts with companies whose sole purpose it is to monitor social networks to see what people are saying about them. Sometimes it doesn't hurt to make noise in obvious places.

Pete
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Old October 17th, 2012, 11:10 PM
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I think it's sad that customers have to jump through hoops, to get what is rightlfully theirs. If I were you, I would go to the RCI fan page,and cut and paste what you told us here. You might be surprised at how quickly someone answers you...good luck,and have a good cruise.
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Old October 18th, 2012, 03:55 AM
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It is just possible, you may see the credit show up on your account, once you are onboard. In the past I've received onboard credit that took a day or two to show up...I hope this is the case, hope you get some satisfaction. Keep us posted.
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Old October 18th, 2012, 07:15 AM
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Thanks everyone! I appreciate the advice. If I do not get satisfaction by this evening I will try some of the things you mentioned. By the way Cruise Planner, it was booked through an agent in Puerto Rico. Most of the people coming with me are from there. I did not even think to go through the agent as I have had no direct contact with her. Again, thanks for the advice!

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Old October 18th, 2012, 12:48 PM
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Quote:
Originally Posted by Kerr_Met View Post
Thanks everyone! I appreciate the advice. If I do not get satisfaction by this evening I will try some of the things you mentioned. By the way Cruise Planner, it was booked through an agent in Puerto Rico. Most of the people coming with me are from there. I did not even think to go through the agent as I have had no direct contact with her. Again, thanks for the advice!

kerry
In that case, definitely contact them and let them do the work for you. As I said, they have contacts not available to you and depending on how big the agency is can also have an impact. Plus, their relationship with their BDM (Business Development Manager) can be invaluable. Hopefully, for your sake, they are a good agent and can get this resolved for you immediately.

Let us know how it turns out.

Pete
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Old October 19th, 2012, 11:25 AM
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I agree to use your agency since I had the same thing happen..but in this case I am the T/A and my customer experienced the exact problem you are having! It may not be something we normally handle but when a cruise line drops the ball, I do think we should pick it up for you. The couple did get their account credited but I do think it was because I got the right person on this occasion.

As a side note, my representative for RCI just listened to me vent about very specific cases where RCI just fails to respond to both customers and travel agents. It is very frustrating and I even told them on a survey that I think they need to trim their advertising budget a bit to fund some more personnel to handle consumer issues. BUT there I go being logical again ;>)
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Old October 19th, 2012, 11:39 AM
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This is another good point, in the travel agent vs order taker/cruise line booker debate, which I just dont understand,sorry.

Why wouldn't anyeone want a TA at the ready to go to bat for them,when they book a cruise? It's free, they can do more for you,and be pro active. In any transaction you do, having the benefit of someone in your corner is a plus, in my book.

As an aside. I recently wrote on a company fan website. I stated my complaint and request for help, and, got it almost instantly. No company worth it's salt, wants a complaint unaswered on their fan page, to be seen by others, who want to see how it's the company handles it.

Robbie & CP...glad see your great approach with customer service. Thanks
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Old October 20th, 2012, 06:42 PM
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So ok here is an update. First of all, i can tell you that no one knows what they are doing over there!! But after getting pretty angry and using terms like better business bureau, I finally got to speak to a supervisor. He said that the missing 50 dollar certificate was not applied to onboard credit, where it went no one seems to know. It finally got straightened out after over 2 hours on the phone and 7 calls, just crazy!!

I asked for some compensation and they could not do onboard comp, (don't believe it) but offered a bottle of wine for my room. I was so beat down from all the calls i just took it.

Now a funny side note. I get it all resolved and about a half hour later drive to my parents to see my mom. She had an emergency appendectomy last weekend. I am about to leave and she hands me a 100 dollar gift certificate from my parents for the cruise! OMG!!!! So i laugh and explain the story, of course she feels bad. So i immediately call to register the GC and was told it was now 9 days out and they have to be redeemed greater than 10 days out (which would have happened but my mom was in the hospital). I put on my exasperated voice and BEG them to get it applied to my account.

I called yesterday and they said it had been applied (whew) BUT.......ready for this........ when they sent the email confirmation with all of the GC's, the 50 dollar one is missing again! Just shoot me

I needed a day to not have to deal with them so i probably will call tomorrow. All in all folks, this is a terrible program i would not advise anyone to purchase them. It is a bigger headache then they are worth and God only knows once on board if they will really be there. After the cruise, I might address it again with somebody at RC just so they know how bad it really is.

So off i go to fight for another 50 dollars that is mine. But the good news is a week from today by this time, I will be sailing on the Oasis. All is good. Thanks for listening.

kerry
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Old October 20th, 2012, 07:07 PM
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Oh Kerry,
Glad to hear that it is almost taken care of, OMG....I bet once you are onboard, you can just forget about it and enjoy the cruise... You will have an amazing time...Have you pre-booked any of the shows? I found out the hard way, I did pre-book two on Allure, but I should of done them all...

Have a wonderful time.
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Old October 20th, 2012, 07:52 PM
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Kerry, bless you heart, with all the crapola you have gone through! Bring evey last shred of paperwork with you, as you walk on board your glorious cruise, grab a foo foo, and relax, finally!...speak to you, when you get back!
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Old October 20th, 2012, 10:11 PM
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Your agent should be taking care of this for you. That's their job! If they're not helping you, then find a new agent! There is no reason why should be spending this kind of time or effort on this.

Sorry you're having such a hard time - it should definitely NOT be this difficult.

Pete
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