Problems With Princess Responding?

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Snowblower

Guest
Just wanted to know if any of you have been having problems with Princess responding back to you when you attempt to contact them via the contact page in the Circle Center portion of their site or if you have sent an e-mail and received no response?

I sent a couple of messages via the Circle Center site, then after not hearing back I sent the same messages in e-mails directly to Captains Circle. As of today I have not received one response from any of the messages sent. Going to pick up the phone soon if I don't hear from them. Just curious if anybody else is experiencing this situation????

Snowblower


Yes, I did test my e-mail to see if it is functioning normally, and it is.......
 
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Princess Pat

Guest
I don't know what may be delaying a response to you but I did notice that the California city where Princess has it's offices has had particularly ferocious forest fires.

You might try calling the 1-800-PRINCESS number.

Pat
 
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ljeanbrown

Guest
I always pick up the phone and speak to someone, I find it better than E-mailing.
 
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Raven

Guest
We had the same problems prior to our January cruise on Princess. Had just a couple questions that I wanted to ask them directly rather than thru our travel agent. Never got a response. I ended up asking the travel agent anyway and then did get the answer...lol. Live and learn ;)
 
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Solution

Guest
I sent one e-mail from the online Captain Cirle website. To my surprise, I got a question back from them asking for more details. I replied with the answer, and I got what I requested (an updated CC membership card) within a reasonable time.

My wife sent two requests to them requesting update to her CC account. Until now, no reply.

I also tried the 1-800 number since April to try to get my wife's CC account updated. Each time the rep on the phone contacted the CC department, and I was always told it would take 2 weeks to update. Until now, still no update. I called them again this morning as our sailing date is near, the rep replied the same after talking to CC. However, this time she put the comment on the history so it is now recorded.

Since membership is automatic and free of charge, I can see they are extremely busy as there may be thousands joining the club each week. But this is absolutely unacceptable to ignore current members.
 
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kruznut

Guest
:wave I'm happy to say that i have never had a problem with them responding. I'm sorry you're having difficulty but i don't think it's the norm for them. Good luck next time ! Happy cruising ! =bigwave =bigwave
 
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Shipkicker

Guest
My female travel agent has been trying to get Princess to chage her name from Mr. to Mrs. for four years. Princess has not been able to accomplish this task.
 
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Lisa

Guest
Just an FYI - last week on my Dawn Princess cruise, the Captain's Circle rep on board said that there were THREE MILLION members of the Captain's Circle..........everyone who has completed just one cruise with Princess automatically becomes a member of the Captain's Circle. Think about the number - I never guessed anywhere near that figure!!!! Guess I would expect some glitches from time to time....and yes, there are problems with their records, etc. One of our group had those problems and despite letters, calls and emails from the TA, it has been horrible to change the mistake.
 
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eurodl

Guest
I too have had problems with them responding to emails. I have sent 2 emails to inquire about why I am not receiving the Captain's Circle magazines anymore. No response...still waiting.
 
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carolinarockman

Guest
If you use the Captain's Circle contact route and unless your question relates to a Captain's Circle matter or problem, you probably won't receive a response. For general questions call Princess at their 800 number in California. We have always received satisfactory answers over the phone.
 
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Snowblower

Guest
Just to follow up, as of today Princess has never responded to any of the 5+ e-mails. Every e-mail basically contained the same questions, just were resent as a follow-up. Some of the issues in these e-mails were directly related to Captain's Circle. I finally called them (800 number) to see if I could get things corrected over the phone. As usual the person on the phone was pleasant and very helpful. She was able to correct most of the issues immediately. It was interesting to talk to her about their computer system and web site. She was very diplomatic about the computer system but I gathered from her that Princess is having some real internal problems with the system. In a nutshell, their database system sometimes does not save changes that are made after making them. They have been trying to correct the problem for some time now. They also have the same problems as most large corporate organizations with e-mail. There are so many jerks on the internet today sending spam, viruses, etc. via e-mail many companies have setup powerful firewalls with anti-virus/spam blockers to keep this crap from getting to their internal system. The downside to the firewalls/software is that much of the non-hostile e-mail (from you and me) is treated as spam or potential viruses and is discarded at the proxy server/firewall before anybody at the company can read it.

Bottom line is if you have issues and/or questions with Princess, call them on the phone. If your issues don't seem to get corrected over the phone, the Princess customer service agent suggested to contact the cruise ship staff on your next cruise. The Purser's office, Captain's Circle desk and the Future Cruise Booking staff all have direct access to the Princess computer system and are able to make changes.

Snowblower
 
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kruznut

Guest
:wave Thank you Snowblower for that informative update on this situation. I very much appreciate the information ! :thumb :thumb =bigwave =bigwave
 
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Cruise cutie

Guest
:thumb..me too..I have always gotten satisfaction and immediate goodwill CALLING Princess..everything resolved immediately..and the glitces were tiny..but I was grateful at their pleasant attitude..Thanks for sharing Snowblower..:daisy..Joanne
 
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Soprrrano

Guest
Dear Snowblower,
I called Princess and spoke to a real person and got all 10 of my questions answered. I asked her if they had an email to which I could email the questions and she said no, so it's probably better to call.
 
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