Enjoying our cruise on the MSC Divina, until our mobile phone was stolen from our locked cabin, we reported it to reception as soon as we discovered theft.
We were told to fill a form out at reception, then followed up by a visit by 4 staff including 2 uniformed officers who turned our cabin inside out, we were made to feel intimidated by this experience. The officer in charge commented that the battery would have been removed from the phone by now, also adding that the cost of the phone was equal to 4 weeks pay for staff. They said they would contact us next day with a report, this did not happen we enquired yet again, they told us we would get a full report the following day.
After 2days all we received was the same form that we had filled out 3days earlier with “not found” written on bottom!
Upon complaining again to reception , our cabin was searched yet again, you can imagine how we felt. This time they fitted a small device to door lock that told them cabin door had been opened at 12-30pm on the day of theft but they did not know by whom!
MSC staff would only supply us with a copy of original form which stated that phone had been LOST. We insisted that this was not the case and the phone had been STOLEN not LOST, we were told by MSC head of reception that this form covered both.
Upon return to UK we can get no satisfaction at MSC Customer Services in London, on requesting address of head office which we believe to be in Naples, staff at London office commented that thy were not permitted to give out this address.
This is not the type of service or treatment one would expect from a company of MSC standing, to add insult to injury, we have been advised that calls made from our phone after the theft total £644 all these calls for which we are liable were made to Porto Rico.
Feel we have totally been let down by service from MSC.