Has anyone had issues/problems while being on board? And if so what was the out come when it came to dealing with customer relations? I had a few problems while on board. The end result was a future credit with customer service, for a future cruise to be taken with in one year. I hardly think that that is some sort of compensation. Not everyone can take a vacation within a year. This was a once in a life time vacation, and they can't even extend this credit for more then 1 year. Money wise, it does not compare to what I paid for my state room. Very disappointed in RCC.
A few years ago American Airlines lost all of my wifes luggage. None of mine or the kids, just hers. We booked the flight on our own and not thru RCI.
However, the RCI folks were outstanding! They were more than generous offering my wife outfits, dry cleaning services free of charge, plus a few other minor things. We had zero cooperation from the airline, they clearly gave a rats-a--. In short, for us anyway RCI's customer service was superb & is always a primary consideration when we book a cruise. As you said, they aren't cheap & you have high expectations.
IMHO customer service is NOT their strong suit. I hit some bumps along the way and even mailed back my C&A card when they failed to remedy an overcharge. Then they took me seriously and were overly gracious. So now I am Diamond + and have even started selling cruises. It only takes a trip to any of the complaint boards to realize that all of the "contempory/mass market" cruise lines are going to drop the ball. It's what they do with it after that that sticks in our minds. Fortunately, I can compare a multitude of cruises with "RCI" and am quite happy with the value for my dollar.
Another problem is the chronic or unreasonable complainer. Any cruise line has to quickly assess if and how you were damaged and compensate you based on that assessment. I met an "RCI" cruiser a couple of years ago who boldly admitted that his wife was down at "Guest Relations" complaining about anything and everything to try and get them upgraded. He said it works quite often and I didn't show my disgust but obviously "they" detract from legitimate complaints. Hope I don't sound too much like a defender, just my perspective, Robbie