A Point to Ponder

[david63]

As we all know the "old" P&O forum (aka Cruise Community) was taken down in January for technical reasons (which I am prepared to believe was fact). A couple of months later there was an update to the effect that the CC would not be returning for the foreseeable future (or words to that effect).

A few days ago there was an announcement that Carol Marlow was leaving and her role would not be being replaced but there would be a Marketing Director heading up the company.

Now here is the point - the P&O forum was administered by the "Digital Marketing team" who presumably report to (or at least will report to) the Marketing Director. So has the demise of CM been on the cards for some time and we are awaiting the new marketing Director before a decision is made regarding the P&O forum?

[Dancing Queen]

I can't see them bringing back the forum now David but who knows

One thing I think they do need to address is the P&O fb page it has just become a place where people complain, complain, complain, I'm not saying they are wrong if they are e-mailing and not getting a response then I imagine it is done out of frustration but it doesn't show P&O in a very good light at all.

[david63]

There is nothing that can be done about what is posted on FB - this is what happens when a system designed for one thing gets bastardised into doing something totally different.

[Romig1]

There is nothing that can be done about what is posted on FB - this is what happens when a system designed for one thing gets bastardised into doing something totally different.

Hey, how did you get that word past the profanity filter??

[Dark Knight]

David
I doubt the forum will return as it it takes money to administer it and for what?
As for FB, yes it has a lot of moaners but where else do they air their problems?

[Dancing Queen]

I agree DK where else do they air their problems, the point is it shouldn't be on fb and P&O need to address how they deal with complaints so they don't appear on fb, I'm not saying that if someone hasn't had a good cruise they shouldn't say so but when someone has officially complained to P&O they shouldn't have to post on fb asking when they can expect a reply only for P&O to say please forward a copy of your complaint to etc etc.

I've worked in customer service 8 out of 10 complaints can be dealt with by a standard letter which will be acceptable, I can't see how/why it takes anything up to 6 weeks to reply to someone when it is basically just press a button and someone is replied to, the other 2 out of 10 may require more than a standard reply but how difficult is it to reply to a minority within say 2 - 3 days.

[Dark Knight]

DQ
When I look at FB, it appears that some people are just frustrated at the lack of a timely response from Pando and resort to having a public moan, to try to get an answer , either from the forum or direct from Pando
what is more telling is that the stock answer is to e mail Pando, which makes me wonder who answers the e mails, as I doubt it anyone senior enough to make a difference

[Kendhni]

As we all know the "old" P&O forum (aka Cruise Community) was taken down in January for technical reasons (which I am prepared to believe was fact). A couple of months later there was an update to the effect that the CC would not be returning for the foreseeable future (or words to that effect).

A few days ago there was an announcement that Carol Marlow was leaving and her role would not be being replaced but there would be a Marketing Director heading up the company.

Now here is the point - the P&O forum was administered by the "Digital Marketing team" who presumably report to (or at least will report to) the Marketing Director. So has the demise of CM been on the cards for some time and we are awaiting the new marketing Director before a decision is made regarding the P&O forum?

I would say you are probably correct.
I consider Facebook to be stereotypical of todays dumbed down society ... but that seems to be the way we are heading.