Cruise on Serenade of the Seas
October 29 - November 11
Departing San Diego and arriving in San Juan
When we arrived at Aruba on November 10 and proceeded to leave the ship to go ashore I fell on the ship's gangway. The last section of the ramp, before the stairs, did not have any traction material on it and I slipped once I stepped on it. I fell backwards landing flat on my back with my camera under my right shoulder. Little did I realize that one of my camera lenses broke as a result of the fall until later that day when I attempted to use my camera. The lens in question, a Sigma 28-70 F2.8 EX, was cracked during the fall. My camera and lenses were packed in a Lowe Pro camera bag which helped to minimize the damage that occurred otherwise it could have been much worse.
I filed a personal loss report once I got back on board and was assured that the paperwork would be forwarded to Miami ASAP and that I should call on Monday to ensure it had arrived.
I called RCCL's head office on Monday (Nov 13) and was asked to fax all of the documentation including the original sales receipt for the lens which I did. I called back the following Monday (Nov 20) to get a status update and was advised that my file didn't contain any comments.
I waited for 2 more weeks and then called back again on Dec 4. I was able to speak to an agent and this time I was told that a package had been mailed out to me. When I asked what date the package was sent the agent replied "at the end of November". I said that I would wait for another week or two and if I did not receive anything by then I would be calling back. To date I have not received any package from Royal Caribbean Cruise Lines.
I called back on Monday, December 18, and was able to speak to an agent and was advised that Betty, a risk agent, was looking after my claim and was transferred to her extension and left a message asking her to call me with a status update.
I called back on Wednesday, December 20, and spoke with a customer service agent and was advised that the agent handling my claim no longer worked for the company. I called their HR department and explained the situation and asked to speak to a supervisor and was directed to Pamela. I left Pamela several messages and the original agent, Glenda Serrano, to call me back and haven't heard a word.
On Thursday, December 21, I called Royal Caribbean again and let the call transfer to the switchboard. I asked to speak to Betty and was advised that she no longer worked for the company. I explained to the operator that I had made a damage claim and was advised that Betty was assigned to my case. The operator said she was mistaken and transferred me to Betty's extension and had to leave her a message.
I have left numerous messages for Glenda, Betty and Pamela asking to be called back with a status update and these requests seem to fall on deaf ears.
On Thursday, December 21 Betty called me back and asked me how I got her name. I explained to her how I was given her name and Betty advised me that she wasn’t looking after my claim and that Glenda Serrano was the agent who is handling my claim. Betty said that Glenda was in a meeting and that she would pass on my message and ask Glenda to call me. Unfortunately Glenda didn’t return my call so I still don’t know what my claim status is.
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