• 502 replies
    marye
    Joined:

    (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 comple

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  • icecrmcnkd
    Joined:
    Roo

    Send Marye a PM.
    She’s the post below yours.

  • roo
    Joined:
    Download order broken

    I got an email that my download pre-order (G000145433US) of Rum Runners was now ready, with a link to download, and...clicking the link gives me a bit of XML saying "The specified key does not exist". The key in the XML is "TBD", which seems, you know, wrong.

    Going to my orders on dead.net, you get "we're switching systems, you might not see your past orders". Indeed, I do not.

    Contacting support (ticket: 427982) is apparently shouting into the void. It has been two weeks without a reply.

    Contacting y'all here may, too, be shouting into the void. Last post here was in 2023 ;)

    halp?

  • marye
    Joined:
    Ireland
    send me PM and I'll see if we can get this figured out.
  • irelandsp
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    Joined:
    how can I get help…

    how can I get help completing an order? I have emailed customer support but no reply from them.

  • marye
    Joined:
    DK
    So sorry for this; please send me a PM with the details and I'll ask the Doc to get on the case.
  • dkrathbun
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    Joined:
    This is just incredible

    It's been weeks since I heard that they were going to send me a label for me to return my damaged shipment. Does no one care about customer service?

    I bought the box set the day it was announced. My shipment arrived damaged. All I want is an undamaged product for my money.

    Seriously, does no one care about an extremely loyal buyer? Should I pursue legal action?

  • dkrathbun
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    Joined:
    Still no word

    I notified the vendor that my shipment was damaged. I responded to the emails they sent. I posted on this forum several times.

    I have not received any word of any effort toward any resolution. What I'd like to hear is something like "we shipped a replacement." When will that happen?

  • dkrathbun
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    Joined:
    Continued difficulty with damaged shipment.

    After weeks with no response, I got an email message at 5:02pm Eastern (on a Saturday!) asking for a photo of the damage. I also received an email telling me that my request was going to be closed because I have not responded to their earlier message. Both emails were sent bearing the same time stamp, 5:02 PM today. The same minute!

    Of course I sent a photo. And an all caps screaming email.

  • Obeah
    Joined:
    Keep the faith and have a bottomless well of patience

    Well folks, last week I finally received my Dave's Picks 46 + Bonus. I want to shoutout Marye; Dave Lemieux; and customer service reps Sherry and Mac at Warner. I'll never know why it was so complicated nor why so many folks had to get involved, but in the end Mac put a copy into an envelope and sent it to me via UPS 2nd day.

  • marye
    Joined:
    DK
    Please send me a PM with the details and I'll see what the Doc can do.
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17 years
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(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 comple

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11 years 3 months
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Should really just put your operation on hold untill you are organized adequately to handle your customer base with care. I had 1 purchase never ship. Replaced the order along with an other item and 1 arrived then all refunded as an apology. Thank you Dr. Rhino. Purchased a replacement yet again, and it was simply refunded. No questions asked. So now as a Canadian I am simply being refused the opportunity to purchase from Dead.net. by WMG. I think there is a serious issue that needs addressing here.
Furthermore, the general policy for international shipping including Canada is that items will take up to 6 weeks untill shipped. Not received but shipped. There is not a single vender in the US that cannot get an item in the mail in under a week. I am not referreing to preorders either. This is ill!

Edit: I would like to add, this is not just related to Dave's Picks. This is an issue with all Dead.net merchandising being handled by Warner. Mugs, sweatshirts AND music. I realize a massive warehouse move is going on. I was also told warehouse issues have been resolved. 2 months to receive items due to shipping policy is an another issue.
Lastly, nobody has time to deal with the lack of customer service by phone and the non-responces to email inquiries. Could take 6 inquiries from scratch untill it gets to Rhino and something gets done.

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16 years 11 months
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Ordered calendar on 11/12/2019. Received a shipping notice on 1/8/2020 with a bogus tracking number. Never received the calendar but on DEAD.NET the order status says shipped. So, the store claims it was shipped when it wasn't and now there is no way to resolve this. It is now one month into the new year and no calendar. I feel so ripped off at this point.
I can't imagine the mess that will be the Dave's Pick shipments later this month since there are many who have not received the last Pick from 2019 and no resolution either.

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16 years 11 months
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I still have not received the GD calendar ordered 11/12/2019. There was also 60 dollar item on that order also - still not received. Why is this forum called "Got Issues With Your Store Order" and yet when issues are submitted there is no resolution? What am I missing?

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16 years 11 months
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I received the email below. It doesn't state what order and even I know from past orders that funds are taken at the time of order. So, what order was canceled? The funds were taken 11/12/2019. Have they just admitted they took my money and now have canceled my order on the excuse below:

In processing your order, we attempted to confirm funds from your credit card, but the request was declined and any outstanding items on your orders were cancelled.
Please note that at the time of purchase we authorize your credit card to verify funds are available, and for preorders, some banks require the authorization to occur every 7 days. These are NOT charges, and the authorization is removed from the account quickly. However if the authorization attempt comes back declined, the open order items are cancelled. If you are interested in re-ordering with a different payment method, please go directly to the store.
Regards, Online Customer Service

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16 years 11 months
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Still no calendar or other $60 dollar item on same order. This does not include shipping and taxes.

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17 years
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I've passed this to the Doc.
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13 years 7 months
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It’s now been THREE MONTHS since my PAID FOR Dicks Picks 32 should have shipped. I ask for updates, I don’t get any. I ask for a refund - silence. What is it going to take to get this resolved? Am I really just going to get screwed here???

Good luck today.
My order (CD) from Nov. 26, 2019 was shipped on Jan. 22! and has arrived today (Int'l).
I'm very happy now, although processing time at the warehouse took more than 8 weeks!!!
Somehow the warehouse org. seems not totally kaput. Hope for a better Service in 2020: Dave's Picks, June 1976...
SKYLAB, I feel with you and hope you'll get your music soon!

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4 years 4 months
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I too never received Dave's Picks 32. I'd paid for the 2019 subscription and got the other three but not vol 32. I've since received the first installment of my DP 2020 subscription. So, where is #32?

I've called many times, going back to November, but no one I spoke to on the phone has ever helped. I wrote numerous emails, but they've all gone unanswered. Today I called again and produced "ticket numbers" for the emails I'd written... but the person on the phone said she couldn't access those ticket numbers because they were too old (?). She said she had forwarded my issue to the warehouse and that they'd follow up with me... yeah, right! Just like all those other messages I sent to the warehouse, I can only assume my issues will continue to be unaddressed. Why would I expect anything different now?

This is really crummy, guys. Totally bums me out to be treated this way. What's worse, there's no indication you guys are working to fix it. The message is, "trust us, we're on it." But 3 months later and no sign of action, I'd be a fool to believe you guys intend to make this right.

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16 years 11 months
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Thank you Mary, E. for passing this to the Doc but now it has been 13 weeks and no calendar and no 60 dollar Halloween blanket. I'm not sure at this point what can be done. I keep getting weird charges on my CC only to have those charges dropped a short while later (charges from Dead.net). This has happened numerous times. Last CC statement had that happen also (from Dead.net) even though I did not order anything.

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16 years 11 months
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15 weeks and no calendar and no Halloween blanket.

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16 years 11 months
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16 weeks and no calendar and no Halloween blanket.
At least the debits and then credits to my CC have stopped (from dead.net).

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16 years 11 months
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17 weeks and no calendar and no Halloween blanket and no refund (at least none that I can tell after adding and subtracting all the credit/dedits made to my CC the last couple of months (from this store).

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16 years 11 months
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A big THANK YOU to MaryE and the good Doctor, received the Halloween blanket yesterday (sent from CA). I am very satisfied and will consider the calendar a lost cause - not worth fighting about due to the low price and the fact we are almost into the 4th month of 2020. Thanks again for all your efforts.

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15 years 11 months
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Just getting a little itchy - I know there is a hello of a lot bigger stuff going on in the world right now but I am still awaiting delivery of DP33 and just wondered if I am the only one in this position and what I should do about it? Many thanks in advance..

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8 years 3 months

In reply to by smix

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You are not the only one. And same issue with another order. I bought the All Music Edition and the new box set round about 6 weeks ago. The order has been shipped in the mid of march. After UPS informed me that they has transmitted the package to a local postal service (in Germanny) I urgently have to know the new tracking number for figuring out where the package is. So I contacted the customer service. Unfortunately they did not respond to my E-Mails until now. Even if the corona virus restricts our lives all over the world, we should still stand by each other. This also includes business matters. If two shipments of the same customer are lost in weeks is that not reason enough for them to react immediately or better as soon as possible (By the way I paid a lot of bucks for my orders)? It looks a little bit like Dead.net don't care about their customers. That's very frustating.

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15 years 11 months
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Further to my last desperate plea around my missing sub of DP33, I have now tried on three occasions to contact Admin via the customerservice@dead.net but each time I get bounced back , seems I am running out of ways to actually find out what has happened to my order.

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17 years
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please PM me the details and I'll ask the Doc to get on the case.
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8 years 3 months

In reply to by chr1skol1

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In the meantime I have received at least one of my orders (Get Shown The Light (All Music Edition)). For me it turned out that the German parcel service (DHL) forgot to inform me (via a notification card) that a shipment had arrived for me. I hope that I will still receive the other box. The Dave's Picks Vol. 33 CD is still gone. Here too, DHL is probably responsible, which occasionally fails to inform its customers with notification cards.

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8 years 3 months

In reply to by marye

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It would be great if you could do this for all affected customers so that we can find a solution that is good for everyone.

The June '76 box has finally found its way to me. :) Now its time to dive into this great music....
After waiting for weeks, she finally arrived yesterday. She has been in Germany since March 26, 2020. Many weeks of waiting until it could be delivered by the german parcel service.

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8 years 9 months
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I’m still waiting to receive my Daves Picks 33 in the U.K.

I’ve contacted dead.net who basically said that until they are allowed back to work nothing can be done (which makes sense). But I’m just worried it’s going to be something that gets forgotten about

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3 years 11 months
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Not comforting to see that these issues have existed for over ten years when this post was created. It took two months to get my sweatshirt and t-shirt. When I finally got them the sizes were way off. The legend sweatshirt was supposed to be 3XL but the one I got was an XL according to Independent Trading Company's spec sheets. They made the original sweatshirt so I contacted them. The measurements were like I said for the XL not their 3XL. So the labels were wrong. Not sure if that is Dead.net's or ITC's fault. But the answer from Daniel @ dead.net is for me to pay for shipping to send this back. This is the most horrible experience I've had on the internet and I've been buying stuff online since the 90s. How long till I get my refund for my $144 sweatshirt? 3 months? Never? I really want the sweatshirt too but I can't reorder it because the same issue will likely happen. Dead.net? Never again. I will bad mouth you till I die unless you make this right.

I'm sorry things didn't work out as you expected. I worked in the printed T-shirt industry for 25+ years and can tell you from personal experience the size issue is not the fault of Dead.net. Independent Trading Company is the supplier of the sweatshirt, which is shipped (along with other goods) to the Printer. After printing the shirts are then 'picked & packed' i.e. distributed into their respective orders and shipped to the customer. 'Pick & Pack' can be done by the Printer or a second company, either way it should have been caught. The refund is another issue.

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8 years 6 months
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Please help the Deadhead community get acceptable customer service from Warner Music Group. They have no phone line and one has no recourse in dealing with order problems when they do not respond on their e-mail only system. Can you use your influence for enhanced service for those ordering through Dead.net. I have received no response from their email only system other than the initial computer generated acknowledgment of receipt. My status is now Drop Error (whatever that means), Partially Shipped. The link to the tracking number on the portion of the order leads me to the shipper's site, which says no such tracking number exists. I also have no idea what is going on with the rest of my order (not shipped) and I can't get a response. And we pay for shipping! Can the Dead do something about customer service for the Dead.net Store?

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17 years
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send me a PM and I'll see if the Doc can fix this. Sorry for the trouble.
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3 years 10 months
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Hey y'all,

Anyone else having crazy delay issues this month? I place an order back in April, it shipped next day and I had it within a week or so. This time around, placed an order on 7/18, received order confirmation, and nothing since. I've reached out to customer service twice, but still haven't received a response. I'm totally cool with delays, especially given the current global situation, I just want to make sure things haven't totally fallen through the cracks.

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11 years 9 months
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I ordered on 7/19/20. I ordered a T-shirt that is in stock, the '73-'74 boxset that is in stock and i pre-ordered the new Dave's Picks. The pre-order got here about 2 weeks ago. I sent an email to CS 2 weeks ago and called last Monday. I was told I'd have an answer as to why they didn't just ship it all at once in 3 days. I'm still waiting. Meanwhile Dead.net has over $200 of mine that they took the day of the order. I can't cancel it or get any info on it. Not the support I expect from the Dead. I was planning on getting the '76 boxset too but not if this is how orders are treated around here.

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Member for

17 years
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Please send me a PM with the order details so I can get the Doc on the case. So sorry for the aggravation and the nonappearance of goods.
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9 years 7 months
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Hi Marye
Long time customer, first time caller. My DaP 2020 Subscription is inexplicably showing as “cancelled”, so DaP 35 has not been sent my way, no response to e-mails and phone calls. I was so frustrated I told them to just return to me the unused portion (no response there either), but I really do like collecting the Dead.net offerings, would rather stay onboard. I would like to obtain DaP 35 et al, going forward. Any assistance is appreciated! Thank you.

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17 years
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Send me a PM with the details and I'll see if the Doc can fix this.
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16 years
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Hello Everyone, does anyone know what the standard turn around time at the warehouse is right now? I placed an order 15 days ago and the order Status still reads as “Processing - Not Shipped” I checked in with customer service but all they were able to tell me is that the order was processing and they did not know when it would ship.

I was wondering if this was normal these days or if I may have a problem. Thanks!

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3 years 8 months
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Hi,
I ordered June '76 box set and hoodie on 28th August 2020 and my order is still processing. It is an international order, so according to the site I might have to wait 4 to 6 weeks once shipped, but, it is nearly 6 weeks and my order hasn't been shipped. If shipping takes that long I will get my order in the New Year. This is not good enough, I ordered t-shirts from Liquid Blue on the same day and I received them within two weeks.
I have contacted customer service twice, first they told me it was processing and I am still awaiting a reply( now three days, didn't expect this from Dead net).
I want the items, but the store has had my money ( 215 Dollars) since the 1st September 2020 and hasn't give me any indication of the order being shipped. I want to order more items but the way the store is behaving leaves a lot to be desired. Didn't think anything associated with The Grateful Dead would not care about it's fans/customers.
My recent E-mail to customer service, I have asked for my order to be cancelled and for a refund to my card. This is only because I don't know if I will ever receive the order. Maybe I'll have to contact my card provider and see if they can resolve this, as customer service is giving me no reason that they will. Can someone help me please?

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4 years 2 months
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No issue I’m just excited for my puzzle to arrive!
⚡️🧩

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3 years 8 months

In reply to by gr8fulgal77

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I share in your excitement, but I am wondering how long it's expected to take to arrive? Is there anyone I can reach out too who can provide this info? Going to be moving towards the end of December and I bought this puzzle for my next place, so hoping it comes before then. That will be apprx. 2.5 months after order - should I expect it to take this long because or should I reach out ASAP. I need that puzzle!

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3 years 11 months
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To anyone who reads this post: Based on my past and current attempts to buy merchandise from this outfit- DO NOT BUY FROM DEAD.NET. 2-3 years ago I purchased some items for Xmas presents -in September - my card was charged and nothing showed up for months. After repeated calls to the helpline the person always stated that they did not know when my items will ship. Finally, in March of the following year I had to cancel the order.

In March of this year I bit the bullet and ordered some items from the Skull and Roses pre-order. My card was again charged at the time of order- 3 months ago. The order invoice states items will ship on 6/25. Here we are in July and NOTHING!!

The merch operation is a scam. To Billy, Bob, Mickey, and Phil, and bozo the clown running the dead.net march op- you all probably cashed your royalty payments before my stuff will ship.

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Member for

17 years
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Please check your inbox, as we would like to resolve these issues. Thank you.
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11 years 6 months
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Hi Mary, UPS status for my order of the 20-CD St. Louis set is: "Your shipment 1Z91YY93YW95815473; Delivered On Monday, October 11 at 10:04 A.M. at Dock; Delivered To WOBURN, MA US; Received By: HAMAL." There is no dock here, this is a residence. There is no one named HAMAL here. The package is not here. I've gotten many things from Dead.net in the past with no problem. I've filed a claim with UPS but can you investigate? Thanks!

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17 years
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I'm checking with the Doc. Is UPS in your area in the habit of leaving your package at a local "drop site" when they're behind on deliveries?
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11 years 6 months

In reply to by marye

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That's exactly it, thanks. UPS had left it at USPS for final mile but the alert I got did not indicate this. All settled and listening now, thanks again!

-Jon

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16 years 4 months

In reply to by marye

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Hi Marye,
I received my St Louis box set earlier this week
Unfortunately there is a fault with disc 14 (19.10.72 D3)
It skips and won't rip
I have emailed drrhino at drrhino.com but no reply
Above customer service email pings back undeliverable
PMs don't appear to work ('you are not authorised')
Any help you can give would be much appreciated
Thanks

Hi Marye,
I sent you a PM to say i'd not heard from the doc but then found his reply in my junk folder
I then tried to send you another PM to this effect but got the 'not authorised' message
Just wanted to say thanks
Any idea what is the problem with PMs???