Royal Caribbean Complaint - Unresponsiveness Of Customer Service
MIAMI, FLORIDA -- September 28, 2010
Corporate Guest Relations
1050 Caribbean Way
Miami, FL 33132
I am writing to complain about the unsatisfactory service regarding my attempts to fax a Request For Medical Records form to your Medical Services Department.
After downloading the form from your web site and providing the necessary information, I faxed the form to the number appearing on the form (305) 982-4900. Following up the submission, when talking to a customer service representative, I was notified the number I had faxed it to was incorrect and to use 305-982-2104. However, this number just rings without connecting to a fax. I called in a third time and was told the fax number to use was 954-517-3721. This also didn’t work. Today, I called again and asked to speak to a Supervisor. I was told that the number to use was, in fact, 305-982-2104, I asked her to ring the number to confirm it was a fax. After being on hold, she assured me she had verified it was a fax. After completing the call, once again, I attempted to send the form to 305-982-2104. Not surprisingly, all I got was the phone ringing and no fax modem connectivity.
This dissemination of an incorrect phone number information and the failure of a customer service representative to handle the process correctly is unacceptable. I’m mailing a copy to the Medical Services Department, as well as enclosing a duplicate copy herein. Hopefully, the form will get to the appropriate focal point so that I can receive a copy of my Medical Services Bill as soon as possible. The form on your web site needs to be updated as well ensuring customer service representatives confirm the accuracy of the information they are providing.