Your experience with the folks at MSC is not unique. We just got back from a cruise on the Lirica to the Western Carribean. I must tell you that we are frequent cruisers and the service, food, and personnel on board were the worse we ever experienced (i'm putting it mildly). We kept losing passengers at each port as a result of this.
My advice, save your money and spend it on another cruise with a different. You'll be happy you did. Feel free to contact me if you have any specific questions.