I would be willing to bet that the table in 7012 on the Oosterdam still hasn't been repaired after two years. I had a chipped plate in the Pinnacle dining room, and when I went on a promotional lunch a couple of months ago, I got a chipped plate.
I think they can do better - just paying attention would be good. I agree with many of the concerns expressed here - people pay for what they expect to be a (at least) 4 star experience and they get about what they might expect at a Holiday Inn, except that Holiday Inns are better managed.
I also want to point out that if you offer a "duty free" shop on board, they should try to have the items in their catalogue actually available. Close to 50% of the liquor was not in stock.
Product or Service Mentioned: Holland America Line Cruise.