Kevin Rose · Jun 26, 2025 · 4:51 PM
Inbound · 04:21 · Planner: Guest Relations · +17752246283
“I just went through this two weeks ago, and it hasn't been corrected. I don't think it's been corrected.”
Call or email Kevin by June 28th (5 days before July 3rd due date) to confirm he received the final payment notice and verify the tech team has actually fixed the email routing issue on the backend. If the email still hasn't arrived, manually send the notice and escalate the coding problem to engineering with a root-cause analysis.
Full analysis
What happened
Kevin called to report that Pavlus's final-payment notification system is still malfunctioning despite an earlier assurance from Don that the problem had been fixed. He received his first notice on June 17th (the day payment was due, not 10 days prior), and he has not yet received the second notice for a July 3rd due date on a Winstar cruise in October. He emphasized he tracks these carefully to avoid surprises and wanted to flag that the stated correction appears not to have taken effect. Anastasia acknowledged the issue, said she would escalate to the tech team and follow up with Don, and thanked him for reporting. No resolution was provided on the call itself.
Emotional read
Kevin is frustrated but measured and professional. He is clearly experienced with Pavlus ("I deal with you guys all the time") and has developed workarounds (writing down invoices, marking calendars). His frustration stems not from anger but from repeated broken promises—the tech team said the issue was corrected, but he has no evidence it was. He remains cooperative and civil throughout, positioning this as a heads-up rather than a complaint.
Emotional arc through the call
Kevin began frustrated and skeptical ('I don't think it's been corrected'), softened slightly when Anastasia validated his concern and committed to follow up, and ended neutral—satisfied that the issue would be escalated but not confident it would be resolved soon.
How customer sees Pavlus
- negative · Don said the internal coding issue had been corrected, but Kevin states 'I don't think it's been corrected' based on missing the second email
- negative · Expressed concern that 'some people don't like surprises' with unexpected bills, implying Pavlus's notification system creates customer friction
- neutral · Kevin is a repeat customer ('I deal with you guys all the time') who has adapted by creating his own tracking system
Process friction
- final payment notification emails not delivered within promised 10-day window
- promised technical fix for email routing issue has not been verified or implemented
- customer had to follow up manually with Don after first occurrence; second occurrence suggests no systemic resolution
Customer behaviors
reporting a recurring system bug as a courtesy to flag broader impactdocumenting payment amounts to protect against surprise chargestracking due dates on calendar due to lack of reliable email noticedeferring direct escalation in favor of letting agent coordinate with Don and tech team
Topics & signals
| Topics | final payment notification timingemail delivery system issuecoding/technical bugpayment due date tracking |
|---|---|
| Cruise lines | Winstar |
| Objections | final payment email arrived on due date instead of 10 days priorpromised technical fix has not actually resolved the issueunexpected large bills arriving without proper advance notice |
Analyzed 2026-05-27 17:32:37 by claude-haiku-4-5-20251001. Confidence 0.90.
Transcript (3,926 chars)
Agent (Anastasia Thomas): Ts travels, this is a station. Gusts how can I help you today? Customer: Yeah, this is Kevin rose, is don class sign in? I got an email from her. Agent (Anastasia Thomas): Oh, okay, I can see and while I'm looking, is there anything that I can help with? Customer: Yeah, you, I deal with you guys all the time. So, usually before a final payments due, you send me an email. Agent (Anastasia Thomas): Oh, okay, yeah. Customer: It last two weeks ago, I got the email on the day the final payment was due even though it said you would get a ten day notice. Customer: So don emailed me back and said we're sorry we've corrected the problem and I, and I haven't responded because I have a payment to July 3rd, which is like seven days away and I haven't got an email from talas saying your final payment to do and supposed to be ten days. Agent (Anastasia Thomas): Okay. Oh, dear, that sounds to me like the coding issue was still occurring then. Customer: Yeah. Customer: Is she yeah. Customer: She said, yup, he says we discovered an internal coding issue prevented your notice from being properly routed and delivered within the attended timeframe. This was not the standard for service at Ablis. In yada, yada, yada, and yada, yada, yada, this says this has been corrected but I don't think it's been corrected. Agent (Anastasia Thomas): No, I'm in, can to agree. So I'm looking at your bookings. Customer: Yeah, it's with WinStar and it's say cruise in October and the final payment is a due July 3rd. Agent (Anastasia Thomas): Okay. Customer: I just looked at my pales invoice. Unfortunately, I write these down because if not sometimes a big bill comes in. I can not expecting it. It's quite a surprise. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): Yeah, that's understandable. Customer: Yeah, cause I'm no money around. Agent (Anastasia Thomas): Okay. Agent (Anastasia Thomas): I see here. Okay, so this is what I'm going to do. Agent (Anastasia Thomas): I'm making some notes as we speak. Customer: Yeah. Agent (Anastasia Thomas): And just making sure that we're able to get in touch with our tech team on this, so that they can get this corrected. Customer: Yeah, cause I just went through this two weeks ago. Oh, no, see Friday the, no, June 17th. I can email from Ablis I'd be saying. Customer: Upcoming payment and I also got charge that day. Agent (Anastasia Thomas): Okay, yeah, that's. Customer: And that's when I send it, yeah, I'm send her an email she said it's been corrected but it doesn't look like, at least not for me. Agent (Anastasia Thomas): Okay, no, I, and I would imagine if it hasn't been corrected for you. It hasn't been corrected for anybody, because I know it, yeah, this could be a, a bigger concern for sure. Customer: That's what I'm thinking. Customer: That's kind of. Customer: Yeah, I just, yeah, cause I know some people don't like surprises, you know, it's. Agent (Anastasia Thomas): No. Agent (Anastasia Thomas): And we don't like you have to have those surprises. Customer: Yeah, yeah, unfortunately, I put them on my calendar so I know what's coming but I just wanted to let know that I don't think there any problems been resolved. Agent (Anastasia Thomas): Yeah, I agree. Alright. So what I've done is access to my notes. I'll also talk with don. It looks like she's on a call right now. But I'll make sure to follow up with her. Yeah, I'm with our tech team and just thank you for letting us know we appreciate that. Customer: Alright. Customer: Okay, that's fine. Yeah, okay. Customer: No, no worries at, like I said I put it on my calendar but I'm sure some people don't write it on there calendar or if they do that check it so yeah, alright, sounds good. Super! Alright, thank you. Agent (Anastasia Thomas): Yeah, alright. Agent (Anastasia Thomas): My pleasure, thank you for calling. Customer: You bet. Bye. Agent (Anastasia Thomas): Bye.