Sadly, it is true of all the major cruise lines.
Superb service in the dining room. Superb cabin service. Superb service from the cruise staff.
And at the front desk -- absolutely NO service and no courtesy. I cannot tell you how many times it has become obvious that the front desk personnel do not even read the daily schedule. They are ill-trained, poorly supervised, and of very little use besides selling stamps and making change.
OTOH -- there is really no point in obsessing over incompentent staff to the extent of letting it ruin your entire trip. I trust that you were able to forget the Customer Non Service Desk and fully enjoy all the rest of your wonderful cruise!