• 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

Comments

sort by
Recent
Reset
  • 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
    Default Avatar
    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
    Default Avatar
    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
    Default Avatar
    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
    Default Avatar
    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.
user picture

Member for

17 years
Forums

(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

user picture

Member for

16 years 4 months
Permalink

I want to add that the last time that I made a payment for product was on 10-24-1009 and last weekend I was charged the same amount but for a purchase that I did not make. Still trying to remain reasonably positive about this, I think that what might have happened is that there was a glitch that caused me to be charged again for something that I, of course, already paid for. I just don't want to pay full price twice for one thing as I don't want to pay twice as much for anything as per personal choice and preference.
user picture
Default Avatar

Member for

14 years 8 months
Permalink

YOU PEOPLE ARE NOT LISTENING MAN!! GET RID OF THE FUCKING INDIAN CUSTOMER SERVICE ALREADY! HOW MANY TIMES DO WE HAVE TO TELL YOU!! STOP SMOKING WEED AND GET THIS OPERATION BACK TO WHAT IS WAS NOT THIS JOKE OF A STORE NOW!! I MEAN REALLY THIS SHIT WITH HAVING TO CALL ON THE PNONE IS PUTTING YOU IN THE TOILET!! DONT YOU CARE!!
user picture

Member for

17 years
Permalink

send me the details on this business soonest and I will pass it up the line. Yikes and sorry.
user picture

Member for

16 years 4 months
Permalink

Thanks. As I mentioned in a recently previous post I've sent the information several times (along with having called the customer service number) but the situation has yet to be resolved. If you want, you can let them know to look for messages from Steven J. Lualdi (a.k.a. Stew).
user picture

Member for

17 years
Permalink

let's just say I am not hooked into the order system and it would be helpful if I had your order number and the transaction details for the bogus charge to pass along to the actual people who might be able to fix this.
user picture

Member for

17 years
Permalink

Does anyone in Customer Service read this forum? I ordered RT on 11/1 and still have not received it. I have called customer service several times and was told it would be sent out...still no discs. What is going on? I have ordered close to two dozen times over the years and never had this happen. Now I am in jeoprady of losing the bonus disc, which is the reason I ordered in the first place. What a disappointment. If this is ever resolved (discs or refund) I will never buy directly from Dead.net again. It's easier to pay double on Amazon or e-bay for an item than deal with this nightmare.
user picture

Member for

17 years
Permalink

if you PM me the relevant details like the order number and your real name I will launch inquiries.
user picture

Member for

16 years 4 months
Permalink

The information has already been sent many times. I'm not going to post my personal details here. I am a trusting guy but that would be quite a stretch. The details have been passed along to my card company since dead.net refuses to respond to me. Peace, Stew
user picture
Default Avatar

Member for

16 years 7 months
Permalink

You don`t need to post your imformation , click on Marye`s name when her profile comes up click on "send private mesage" then fill in the header just type imfo or something you have to put something in the header or it will not send. after the header part you then type all your imformation in the feild below , you full name , address , order number and whatever else you may feel is relevent to you probleme . then say thank you marye and click :send private mesage" . And there you go . Marye is a very kind person and she will help you as much as she posibley can . I hope this helps you .
user picture
Default Avatar
Permalink

... It's way out of control now and obviously nobody cares at Rhino. Marye is being a good little rhino trying to stick her finger in the leaking dike but it's all over now, baby blue! You've got to be fucking stupid to give your credit card # w/security code to these fucking Indians. YOU WILL BE LIABLE FOR EXTRA CHARGES & THERE IS NOTHING YOU CAN DO! If they have that ccv YOU ARE LIABLE, IT MEANS CARD PRESENT!!!!!!~!!! i'm in the credit card processing industry, i know what i'm talking about, really i do.
user picture

Member for

16 years 4 months
Permalink

Actually it was 10-24-2009 as I'm not THAT old. Anyway, thank you to lamagonzo and stuman for the information. Hopefully this will all get worked out soon. Happy Winter Holidaze, everybody!..
user picture

Member for

16 years 4 months
Permalink

It's been weeks later and still no response from dead.net. The lesson here is to not make on-line purchases from this web site and that's a shame. I'll also have to get rid of that card so I don't continue to be charged for nothing in the future. The customer service here is proving to be pitifully disgraceful. -Stew
user picture
Default Avatar

Member for

15 years 5 months
Permalink

YEP--I'ss been waitn since 10/09 fer stuff-I'm not enthused bout goin to India--but don't shi_ a cow--if it ain't happenin fer you ---then DON'T DO IT AGAIN!--I'm not-- In the past--(bout 5-7 yrs ago)--took some time-fer me-Maui- it is a little too long --but I hope it'll clear up--if not--yer doomed...Let's all hope fer clear skies................. Keep Smilin....
user picture

Member for

17 years
Permalink

please PM me the details and I'll see what I can do. Stew has already PM'd me.
user picture

Member for

17 years
Permalink

Reproduced below is the text of an email that was received by a friend of mine yesterday from a friend of his who was obviously trying to vent his frustration regarding the Dead Store with someone who cared. I guess it speaks for itself. I would point out that the use of the collective noun "pack" is probably incorrect in this case and that the correct terminology would be a "herd", "trip" or "litter". Being Dead related, "trip" seems the better word. While my own recent experience with the Dead Store has been relatively pain free, it appears from the surfeit of complaints that accompany every new release that things are still far from being exactly perfect. Moral of the story: I don't think that either of these guys will be coming back to the store any time soon. Email received by my friend: "i've just tried to place an order on the fucking useless dead website for over $200 worth of cds ands had it rejected five times in a row. (par for the course for those morons) sent them an email to customer service and received a reply saying they have a backlog of emails (wonder why?) and can't get back to me for five days. so i fired off an ob scene message calling them a pack of worthless fuckpigs. got a message back saying the email address was invalid. i wonder how much money they lose this way." My friend's response: "Well, all's I can say is that I'm glad the GD are on the back burner for me at the moment. Sad part is, this sort of thing has now become entranched as part of the GD experience. "
user picture
Default Avatar

Member for

16 years 11 months
Permalink

Ironman88 sed: "Moral of the story: I don't think that either of these guys will be coming back to the store any time soon." The answer to that would be a "yes". Actually, it would more emphatically be a "when hells freezes over". Only problem with that, though, is it reminds of the excruciatingly awful Eagles. Ironman88 sed: "I would point out that the use of the collective noun "pack" is probably incorrect in this case and that the correct terminology would be a "herd", "trip" or "litter". Being Dead related, "trip" seems the better word." Does the phrase "pedantic twerp" ring any bells for you? :) On a more serious note, and as per many other posts hereabouts, has anyone else seen a more piss poor example of online retailing and/or customer relations? Fucking ludicrous!
user picture

Member for

17 years
Permalink

kennyw said: "Does the phrase "pedantic twerp" ring any bells for you?" This is high praise indeed coming from an Editor. LOL. I'll just go back to my bean counting now.
user picture
Default Avatar
Permalink

... there are only about 200 complaints in this thread. It seems that when something screws up that all hope is lost trying to correct it. On the other hand, the 200 who complain here are probably just the tip of the iceberg. What? The Titanic has gone down? Ohhh, never mind... (Fucking Rhino! The Grateful Dead are probably selling more music than any other 5 rock acts combined in this day and age of free downloading and Rhino does a ROYAL of screwing up milking a cash-cow. Who are the bigger idiots? Rhino or the band that signed them to a management contract?)
user picture

Member for

16 years 11 months
Permalink

I preordered this back in october and still haven't received it, yet the charge remains on my account. please help
user picture

Member for

17 years
Permalink

I've reported this. Please send me a PM with the order info and I'll see if we can straighten this out. Thanks.
user picture

Member for

16 years 4 months
Permalink

I finally got a response from dead.net via India and they are in complete denial about ripping me off by charging me twice for something that I ordered once. A rational conversation couldn't even be had by the person who called me because I am mono-lingual and her use of American English was horrible, which is part of this kind of scam. Sending money orders has always worked well for me but I absolutely cannot, in good conscience (even to a complete jerk), recommend buying anything through dead.net with a debit card or credit card. The card information will be retained by scam artists in India who will charge your card more than once for an order that one only makes once. Ever since dead.net deferred its business dealings to people in India buying anything from dead.net has proverbially gone to hell in a hand basket and dead.net does not care enough to make the situation right. It seems as though common decency and integrity have taken a back seat to dishonesty and theft. -Stew
user picture
Default Avatar

Member for

14 years 4 months
Permalink

I just tried to buy a digital download and got a file not found error - 40 minutes on the phone to customer service to learn that the representative can't help me and to be told that I'll be sent another email by 'the management'. An emailed reply to the purchase confirmation tells me it will be 5 days before I can expect to hear anything. Then I come here and read all this. I wish I'd never come near this site.
user picture
Default Avatar

Member for

16 years 7 months
Permalink

Does anyone from the real GDP or GDM or the band themselves ever come to this web site ? All this is really making The Dead look really bad IMO. And I have to ask What Would Jerry Do ?
user picture

Member for

16 years 5 months
Permalink

and why is customer "service" (yeah...uh huh) outsourced?.....hire locally and get better quality, i know i could use the work, and i'm sure the customers would appreciate speaking to someone a little closer to home......"hello, this is johnman, man....may i help you?"
user picture
Default Avatar

Member for

16 years 11 months
Permalink

... and anyone else taking advantage of this situation to spruik woodstocktradeco.com No doubt GD merchandising is a mess, and it gives me no pleasure to say so. But what you're doing, so opportunistically, is NOT a good look either. IMO. I know where to get stuff, and I'd guess everyone else here does, too.
user picture

Member for

16 years 5 months
Permalink

and i need a job....and they shouldn't out source....if i had a job ...i could buy stuff...if they hired locally, things might improve.....see?
user picture
Default Avatar
Permalink

I would normally agree about the decorum of suggesting another source for goods here but the fact that nobody (besides Marye) is taking concrete action to fix things trumps that concern by a country mile. And, this is the only source for mixed down tunes. Rhino probably has a contract with an Indian vendor. The Indians are probably pissed they don't have the technology to serve people efficiently (even by the measure of Indian efficiency). (sigh)
user picture
Default Avatar

Member for

14 years 4 months
Permalink

I have to say that the lady I spoke with sounded pretty miserable - her system was slow and there was nothing she could do to help. If it were my band I'd be hopping mad to find out this stuff was happening.
user picture
Default Avatar

Member for

16 years 7 months
Permalink

Well I`m posting that for the folks who don`t know. If you already have a source then you have a source , some folks (beleive it or not) are new to such things as the internet , searching the net and finding reliable sources . obviousley Dead.net is not a reliable source if it was I would not post this. plus the folks at WTC are old freinds of mine and they have always been kind to me , and I never heard a bad word about them . so it`s here if you need it , if you don`t need it just ignore it . :-) http://www.woodstocktradeco.com/
user picture
Default Avatar

Member for

16 years 7 months
Permalink

If Johnman had the job I would use the DN store . it would be great !!
user picture
Default Avatar
Permalink

...in Portland or wherever he is. Let him hire the team. He couldn't do any worse than the crackheads from Van Nuys who used to have it. You better be organized Johman, the devil is in the details!
user picture

Member for

16 years 11 months
Permalink

I add my vote to the list! Feel a movement starting here! ********************************** By trying we can easily learn to endure adversity -- another man's I mean. Mark Twain
user picture
Default Avatar
Permalink

J'man has started the process of becoming the lord overseer of Rhino's Grateful Dead Store fulfillment arm. He is currently immersed in a Rosetta Stone language module to learn Hindi.Rhino has paid for a first class ticket on the Air India LAX>Banglaore nonstop, 22 hours in the air. His task? To troubleshoot the operation and upgrade poor technical equipment and communications channels for the current vendor. Then, cull the Indians out who can't speak passable english to people in Padcuh, KY or Enid, OK. Then, intensive drumming circles for the employees followed by the post-space segments of shows while under the influence of various psychotropic substances. This bonding will creat a cohesive unit capable of deftly handling all future orders. Eventually J'man becomes secure enough that he joins the Raj and spends his summers in Darjeeling in an old but well-maintained tea plantation villa. Life is not hard and the checks keep rolling in. There is only a murrmur occasionally heard by the servants for more cookies...
user picture

Member for

16 years 5 months
Permalink

is that the word "hindi" means "no" in Tagalog, so it they outsource to the Philippines, i could at least indulge in an ice cold San Miguel on occasion....(that still leaves the cookies in question). mebbe a copra plantation?..garlic peanuts and lumpia for everyone!
user picture
Default Avatar

Member for

14 years 4 months
Permalink

I placed an order for a download last Sunday - 7th February. It didn't work - in fact it quite spectacularly didn't work - not least in that it redirected me to an http site for the manual download before telling me the files weren't found. (and no, I don't have a pop up blocker running, yes I did try it on more than one machine and in two browsers). They have charged my card - the charge went through on Monday 8th. I spent an age on the phone with customer support who were no help at all and told me I'd get an email within two days. Of course I didn't. I emailed in reply to the download notification email that I received and got a reply saying it would be five working days before I heard back and of course more than five working days later I've heard nothing. My money has been taken and I've got nothing in return. Why should I spend more time on hold and talking to someone who can't help me? This is a disgrace.
user picture

Member for

17 years
Permalink

please PM me the details (order number, your email used for the order, etc.) and I'll try to get this fixed soonest.
user picture
Default Avatar

Member for

16 years 11 months
Permalink

I want them. Won't be ordering. I have other music interests that can be satisfied through outlets I trust.
user picture
Default Avatar

Member for

17 years
Permalink

Since I ranted and complained and caused a big stink about the recent debacle with respect to RT 3.1, in fairness I have to report that this last Wednesday (Feb. 17, 2010), I finally received my order (placed as a pre-order back on October 26, 2009).
user picture

Member for

17 years
Permalink

and your patience... and here's to things being just exactly perfect next time...
user picture

Member for

17 years
Permalink

Next time is now, with RT 3.2 out, and the web site told me that I had an invalid mailing address and so could not complete my order. Yes, that was exactly the same mailing address I have used many times in the past. Sigh. Happy Trails
user picture

Member for

17 years
Permalink

I just noticed in the the store that a whole lot more releases are available to downlaod in a wide range of formats (except bizzarely the the Download series). Hooray I think. Good news, especially for us Global heads constantly whining about shipping charges. I can fill in a few of those missing Dicks Picks for a reasonable charge. These I look up the faq and find the following Q:Can international customers buy digital downloads from Dead.net? A: At this time digital downloads are only available to customers using a credit or debit card issued by a U.S bank with a U.S. billing address, or those making the purchase and downloading the file while in the U.S. We apologize for any inconvenience this may cause you. Aaaargh So we are stuck again with the inflated shipping charges. This did not used to the the case, I used to buy quite a lot of download releases no problem. . Could I please please pretty please in a tolerant and constructive way ask for an explanation why this is the case and ask that something be done about it soon. Please,
user picture

Member for

17 years
Permalink

I'll see what I can find out.
user picture

Member for

15 years 8 months
Permalink

Hi powers that be, this is just an fyi about this years dead calendar, I just turned over to March and was looking for the date daylight savings time started, I did a doubletake when it showed it to be the 7th, this Sunday, so I looked on another calendar, it said the 14th, next Sunday, so, checked the web, yep, it's next Sunday, the 14th. Just fyi.