Grateful Dead

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marye's picture
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Joined: May 26 2007

If you have not received your order and are still caught up in card authorization issues, address confusion issues, communication problems, or just a sense of vague foreboding at this point, now is definitely the moment to resolve those issues before you lose your set forever. This email just went out:

To avoid your Europe 72 box set order being cancelled, please email DrRhino@rhino.com before 5pm PT on Thursday, September 22, with your order number and the best number, date and time to reach you. If you do not contact us before 5pm PT on Thursday, September 22, your order will be cancelled.

Once your credit card has been successfully authorized, your order will ship. From that point, expect to receive your shipment within 10 business days for US orders, 14 days for International customers.

Please also note, we are unable to ship to P.O. boxes.

For security purposes, please do not email any credit/debit card information to us.

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stuart walker's picture
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Joined: Dec 11 2010
help

i am not sure where i should be if i even can locate someone dear to me, is there a lost and found here? i am looking for Tom and Boleta, they worked on the Balloon Crew, if anyone knows please give them my e-mail ..stuartvwalker@hotmail.com Bless You.

stuart walker's picture
Offline
Joined: Dec 11 2010
help

i am not sure where i should be if i even can locate someone dear to me, is there a lost and found here? i am looking for Tom and Boleta, they worked on the Balloon Crew, if anyone knows please give them my e-mail ..stuartvwalker@hotmail.com Bless You.

stuart walker's picture
Offline
Joined: Dec 11 2010
help

i am not sure where i should be if i even can locate someone dear to me, is there a lost and found here? i am looking for Tom and Boleta, they worked on the Balloon Crew, if anyone knows please give them my e-mail ..stuartvwalker@hotmail.com Bless You.

stuart walker's picture
Offline
Joined: Dec 11 2010
help

i am not sure where i should be if i even can locate someone dear to me, is there a lost and found here? i am looking for Tom and Boleta, they worked on the Balloon Crew, if anyone knows please give them my e-mail ..stuartvwalker@hotmail.com Bless You.

marye's picture
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Joined: May 26 2007
yay!

so glad to hear this...

Online
Joined: Nov 25 2009
I see a bright light....

No, I'm not headed to the "great beyond" - the light I see is the one at the end of the tunnel!

I received the aforementioned cancellation e-mail Tuesday, despite having had 6 or 7 conversations with various Rhino staffers over the last couple weeks regarding my credit card snafu. I figured I better call again just so I don't drop off their radar screen completely.

The kind gentleman who answered the phone (Gil) informed me that he now had the ability to run the card himself rather than wherever this was happening before (some dark corner of hell, I presume). Anyway, I gave him the info, waited about 5 seconds for the dreaded, "I'm sorry, but...", when, lo and behold, Gil said those three little words I've been longing to hear: "You're all set!" They're going to ship as soon as possible!!

So, to others who have had bizarre credit card issues like me, try calling again, because whatever change they made in their system finally worked for me. Soon I'll be able to experience what everyone else has been raving about for weeks - Hallelujah!

marye's picture
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Joined: May 26 2007
in short

if you've got a perfectly good order in progress, feel free to send Dr Rhino an email anyway, but we're not going to cancel it on you. We're just sending out a last-ditch cry to people we have not heard from at all to try to get their issues resolved, and that's who the email went out to.

marye's picture
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Joined: May 26 2007
if you're already talking to us, this is not directed at you!

this is directed at the people who at this point have ordered a set, consider themselves to have a confirmed order number which they can produce, and for one reason or another have not heard from us about a credit card issue, an address issue, or something else that is likely to interfere with the arrival of your box set. If this is you, send email to drrhino@rhino.com by tomorrow, as stated.

If you're already talking to us, keep talking, and I'm happy to report we are getting some pesky issues resolved in the background. This is about avoiding the issue of someone suddenly remembering at Christmas that hey, didn't they order a box set and what ever became of it. Now is the moment, if you're that person.

(Yes, this may not seem like the scenario you're thinking of, but there are some patient souls out there.)

Thanks!

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Joined: Jan 19 2011
Unbelievable!

My experience is similar to Smiler. I have an email from customer services back in February confirming my order. But when the boxes started shipping to Europe i did not receive any email with regard to my order. I subsequently emailed customer services 3 times, but have yet to receive any response.

Getting worried i then phoned customer services. After being put on hold for 10 minutes i eventually managed to speak to a young lady who informed me that she could not access my order on the system but that she would escalate the issue and get back to me directly. Needless to say nearly a week later i have still not heard anything.

Now we are told that if i do not confirm my order in the next 24 hours or so it will be cancelled! This is not on. I only found out about this deadline because a friend has just told me about it - there is nothing on the home page of the site as you would expect with a announcement of this importance.

As far as i am concerned emails from customer services confirming my order (which i have never cancelled), and subsequent emails and phone calls by myself about it's non-delivery are proof enough that i have a valid order and still want it delivered to me. I shouldn't have to email yet another address stating confirming that i still want the set.

I have been very patient and understanding during all the problems relating to this release, but that patience and understanding is rapidly coming to an end with this latest piece of incompentance!

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Joined: Nov 1 2010
no e-mail here either

I can only echo the comments above. I have yet to receive my box, and I did not receive any e-mail along the lines of that described in the announcement.

I had sent 3 e-mails to various addresses prior to today, reporting a problem with my delivery address, and (more recently) no sign of the goods. All I had received back were "thank you for your e-mail, we'll get back to you" type replies.

To then find that an announcement has been made somewhere that I would never have gone to look, telling me that a non-existent e-mail was sent out that I should respond to within 2 days - is a joke. I have several time zones to contend with between me and dead.net, and tomorrow I am working away from my usual workplace, with no idea of whether I will have phone or internet access.

Therefore I did what any sensible person would do, with their back to the wall - I called the customer service telephone number, only to be placed in a queue because "all our representatives are busy with other customers". How on earth can it be justified to cancel customers orders if all lines of communication between customers and customer service have been severed, or customer services are tied up with people all reporting similar problems?

Ultimately, after "only" a 10 minute wait on hold, and a 10 minute conversation with customer service, finally I have a tracking number and confirmation that my order is on the way. (Delayed, but on the way, at last). If the tracking number had been sent out automatically, none of this timewasting would have been necessary, and both customer services and myself would have had significant amounts of our time to get on with what really matters.

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5 p.m. PACIFIC TIME THURSDAY SEPTEMBER 22--LAST CHANCE to resolve order issues!!!!!