What's unfortunate is that even a sincere mea culpa from the get-go would have gone a long way. They blew it.It may not do any major changes but could be enough to force an actual response (and hopefully better compensation) from Wayne and Wayne.
As Frank said:
Foremost in my mind is how to make the customer go away saying "that trip was not the best, but the company (Frank) made it right". Making it right does not always (or ever so far) involve refunds, but it certainly requires interaction between the company and the complainant. It may involve a lot of thought between both sides to determine what is fair. It always involves a response from the person with whom the buck stops, even if it's merely an acknowledgement of the complaint "I'm sorry you were unhappy with your trip, I will get back with you within xxx days...".
Well, this one just gets more and more interesting, as the other board tries to bury our group's report deeper and deeper ...
Unfortunately, you now need to log in to see the report. First they moved it to a forum called, "Whine & Cheeze" and then after an uproar they renamed that forum, "Thumbs Down."
Then the mods opened and subsequently closed a feedback thread about the move, right after they accused our group of extortion. (Really??)
Needless to say, our experience was not an isolated case, and there are many more reports of trips on this boat that have turned out to be disasters.
At some point you'd think they would have realized it would have been easier and perhaps even earned some respect to acknowledge and address the issues.
There is no evidence of any extortion on our part. It's likely that Wayne and Wayne didn't like the negative publicity that our report brought. Perhaps they should have proof read Larry Speaker's response to our group before he hit "send." They did it to themselves. Dancer agreed with most everything we reported. I just don't see anything inappropriate about the thread with the exception of SB threatening to CENSOR our post by completely removing it.
SB definitely seems to practice strange/inconsistent censorship at times
FWIW, I was able to find the thread easily using the SB search function, which is what I would do any time I am researching a trip desination....I still think plenty of people will see it...hard to miss with 18 pages of comments ;-)