I have a great travel agent we found using cruisecompete. Cruisecompete is a great service, but as others have said, having a travel agent is invaluable when there are problems.
My TA has also been able to get RC to move on some things that I couldn't get them to move on when I called directly. After that help, I was a convert.
No doubt it makes it tougher to get a lower price if you can't get TA on the phone when the rate drops. But, so far, haven't been stung by that. She's been available when I've needed her.