We are leaving on our 3rd NCL cruise next month, and never had an issue with service. I prefer the service charge over the envelopes (and envelopes can't work on NCL, because your servers are never the same). Sorry you ended up with bad service - everyone we have encountered on board has gone above and beyond for us. They really ask that you complain while on the ship, so they can take care of the situation, before removing the service charge, because it is there for most of the employees, including those behind the scenes.