Grateful Dead

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Joined: Dec 6 2012
dead.net store customer DISservice

had read horror stories about the abysmal customer service at dead.net but had never experienced it firsthand until November of last year.

placed an order for two items, t-shirt (in stock at the time) and road trips disc (not in stock).

at checkout, was given option to have in-stock items sent immediately or wait until all items in stock and shipped at once.

i chose to have items sent individually.

a few weeks go by with no update whatsoever under "order status" when i suddenly get an email stating that my order had been cancelled (owing to fact that shirt was not in stock). i was fuming.

sent pathetic customer service an email that clearly wasn't even read since my issue wasn't addressed. after many more email back and forth was finally informed that shirt was gone and wasn't going to be restocked but that i could chose something else from the store and take 20% off.

is this how you treat people that are spending money on your over-priced products? really sad.

to add insult to injury, i tried to sign up to post message to forum and wasn't able to. so, again, i emailed customer service numerous times and, finally, after 2 weeks was told that my problem required an email to dr. rhino. so, instead of providing customer service by forwarding my emails to dr rhino, i was told that i would need to contact rhino myself.

i can only hope that there isn't an issue with my dave's picks subscription because i really do NOT want to have to deal with the incompetence of dead.net "customer service" again.

marye's picture
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Joined: May 26 2007
Change of hours in customer service dept:

Our regular business hours are 10 am to 10 pm ET Mon-Fri and 10 am to 6 pm ET on Saturdays. We are closed on Sundays and U.S. holidays.

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Joined: May 8 2010
Visible Lyric Option - Subtitle - Closed Captioned Blues

Hello Deadheaders, I am a newbee and just got the GD - Crimson White & Indigo - Philly Show - July 7, 1989. I was brokenheart on no Visible Lyric Option or Subtile or Closed Captioned for the DVD.

I have almost all the DVD that had CC or VLO except for the GD - View from the Vault Xx that played in Pittsburg, Pa.

I digged Closed Captioned "companies" to request a CC or VLO for the Philly Show and they asked me how many minutes and ended the estimated cost of 2000.00 bucks. I freaked somehow and forgive the GD Productions and whoever produced the DVD.

Please like Jimmy ROW or Sella BLUES or Big BOSS Man or Box OF Rain when produced other DVD or next DVD, please like Little RED Rooster included VLO or Subtitles OR CC.

Gotta a feeing about the Chicago Show Blues in the Future....

I am a deaf deadhead or Hearing Impaired Deadhead, Rock on like Queen Jane Approxily and just starting to like Stuck inside of mobile with the memphis BLUES again, I didn't pick that one up until the new DVD, I hooked on the music....

Remember, Brokedown Place....

Take it easy,

asrblues!

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Joined: Oct 2 2008
New Store a Disappointment

As a frequent consumer of Dead CDs, I ordered the latest Road Trips on Feb 25. My credit card was dutifully debited on that day. I received no ship confirmation. I cannot check the order's status online. I have no tracking number.

I was told that the CD shipped out on Mar 1. Today is Mar 12. I know it's ground transportation, but does that mean "horse". The customer service person, for whom English is probably a second language told me "not to worry" and wait a few more days.

This service is far below what I have come to expect over the years. Is this a sign of what is to come?

The saddest part is that my professional background is in Supply Chain management, so I know all about manufacturing, packing and shipping products....

marye's picture
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Joined: May 26 2007
cool

if you run into difficulties holler.

1in10000's picture
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Joined: Jan 6 2009
All is OK. See "Log-In" if

All is OK. See "Log-In" if you care...

1in10000's picture
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Joined: Jan 6 2009
I just posted something

I just posted something under "Log-In" that maybe should be here. I have ordered online before but am now having trouble. Do I need to "re-create" my store account because I had to reset my password?

marye's picture
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Joined: May 26 2007
another

re #1, good point and I'll pass it along.

re #2, yes.

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Joined: Apr 3 2009
the store

A couple of comments.
1. There are no links to go directly to your shopping cart.
2. Do I still need to create a new account just for the store? It seems that way because when I go to the check out sign in screen it will not take my dead.net user name and password.

marye's picture
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Joined: May 26 2007
they are, for the moment, not available

I think they'll be back, but I have no solid info at the moment.

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THE STORE