Posted: January 4, 2008 - 9:27am
(9/29/09)
We think the technical issues that caused so many difficulties have been resolved.
If you are unable to log on using the email address you previously used in your Store account, please try setting up a new account.
If you are unable to complete an order online and get the Call Customer Service error message, your quickest path to getting this resolved is to actually call 1-800- CAL-DEAD (or 201 751 6746 for non-U.S. folks). Or email customerservice@dead.net.
If this does not work for you send me a PM with the details and we'll get on the case. But at this point it SHOULD work and we want to know if and how it doesn't.
Thanks!
(9/24/09)
Many people who were formerly having problems getting their orders through have now been successful. If you're still not able to get your order through, there is now a designated email address to get this fixed.
If you're still unable to complete your order, email details to orderproblems@dead.net
Please include any or all of the following:
Email address & login name for the account you're using
Type of credit card (NOT the number)
Billing country of the credit card (not the full address, just the country)
Browser version
Operating system
The error message received, or any description of the problem.
Email them to orderproblems@dead.net
(9/23/09)
And now an update on the shipping issues:
Dear Dead.net Customer,
We have recently experienced issues with our shipping rates, in which international customers were not presented with our normal international shipping rates. As a result you may have been presented with a mistakenly high standard shipping cost and rush shipping cost. We apologize for this error and to rectify the situation we are taking the following actions:
-Any rush shipping order placed while the incorrect rush shipping costs were being displayed will be reduced to the standard shipping cost, and will still ship via rush (UPS delivery). You will be automatically refunded the difference.
-Any standard shipping order placed while the incorrect standard shipping costs were being displayed will be shipped via USPS International First Class at the correct price. You will be automatically refunded the difference.
In either case, you will automatically receive a full refund for the difference in shipping costs between what you were initially charged and the correct amount.
We again apologize for this error and thank you for your patience & understanding. If you have any questions, please let us know.
Sincerely,
Dead.net Customer Service
1-800-CAL-DEAD (800-225-3323)
(9/17/09)
Folks, as you may have noticed, the Store is having uber-issues and making it very difficult for many of you to access your accounts and order, say, the lovely Winterland '77 box set, the announcement of which brought said uber-issues to the fore.
Till we get this resolved, watch this space for updates. Here's what we know so far:
Dead.net is currently transitioning to new fulfillment and customer service partners.
During this temporary transition period,there will be delays in responding to your requests.. This is to allow time to handle the increased volume, solve any systemic issues and properly research any issues pre-dating the transition.
We apologize for the delay and thank you for your patience.
During this transition period, some customers have been unable to login to their Dead.net Store account. This issue has now been resolved.
To login to your Dead.net Store account, please enter your original Dead.net store account email in the "user name" or "email" field and password in the "password" field when prompted during check out. One note, due to the transition, your transaction history is temporarily unavailable. We will resolve this issue as soon as possible.
Some international customers have mistakenly been charged a Value Added Tax or a "VAT" on their shipping costs. This issue has now been resolved.
If your order has been shipped, you will be refunded for the VAT charge right away. If you order is still in "pre-order" status, we will remove the VAT charge before your order ships and you will not be charged for it.
During this transition period international customers have been presented with confusing and / or cost-prohibitive shipping options during the check out process. We are currently working to resolve these issues.
We will update you regarding our progress as soon as possible.
We apologize for the inconvenience and thank you for your patience.
Sincerely,
Dead.net Customer Service
customerservice@dead.net
1-800-CAL-DEAD (800-225-3323)
Joined: 05/26/07