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

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

  • marye
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    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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    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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    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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    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
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    DK
    Please send me a PM with the details and I'll see what the Doc can do.
  • dkrathbun
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    Joined:
    Damaged shipment

    My copy of the most recent box set was dropped by the Carrier. The outer cardboard container as well as the product itself show damage to one corner. Several of the CDs arrived loose, having been flung from their seats in the folders

    I have contacted customer support as well as sending a message to the address used to report damage. I received an automatic reply from customer service, and no response from damage reports.

    Is there anyone who can help me get a new undamaged product for my money?

  • marye
    Joined:
    CG
    Please send me a PM with the details and I'll see what the Doc can do here.
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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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After 3 days I gave up. The guy in India said everything looks fine you should have your download. I told him it was not there and he told me he had to send the info to corporate and I should hear something in 5 days. This is totally unacceptable! First you say wait 24-48 hours, then I am told after 3 days have gone by that I need to wait 5 more days just to find out what the problem is. Something is really wrong!
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Sometimes you need to speak, some times you need to wait. God grant us the wisdom to know which.
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Hello, I've used the dead.net store for a few years and this is my first problem. My order I placed on April 2nd was charged on April 8th and has yet to show up. I have e-mailed customer service a couple times already and have not gotten a response. Can someone help me get this fixed? Thanks Jeff Brown
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Maybe we all should learn to speak and write in Hindu or Indian, looks like all the customer service in in some far off distant land , and no it`s not Terrapin. Amerikan GD. ( sorry for the smart ass remark, could`nt resist ) .So many people here in the states that need work .. it`s pitifull. I really hope you all get your orders taken care of . PM Marye your details maybe she can help you guys , she`s the best !
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I have three separate issues with GD-store. 1) Half of items were missing from one order. I have already paid all items. 2) Store used Fedex instead of USPS that I chose without informing me. So I had to pay more shipping costs and Fedex took their fee for customhandling. 3) Send a defective product (a watch) for replacement or refund. I havent heard anything of it since. I have tried to contact customer service many times for over a month now but they are not answering at all. Calling there is useless because I cant understand anything. My english is not good enough. I can understand that mistakes happen and there may be rush time now. But nobody is answering at all. I find this unbelievable. There is not much I can do but complain here. I live in Finland so I propably cant use any legal instruments to get at least my money back. If it was only small amount of money I wouldnt care but I have paid some 300 dollars and didnt get anything but trouble and silence. I have been ordering products from GD-store for many years but something has happened there lately. They had minor problems earlier also but they were solved in a friendly way. Now they have constantly problems and the worst thing is that they dont even bother to answer you. I think this is it for me too. Ps. Downloads have been working very good for me. I have gotten them all in reasonable time and quality and music has been good.
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please PM me the details and I'll see what I can do to get things fixed. Thanks and sorry.
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mixmasterI agree with this: NO DOWNLOAD On May 15th, 2009 Darxtar said: After 3 days I gave up. The guy in India said everything looks fine you should have your download. I told him it was not there and he told me he had to send the info to corporate and I should hear something in 5 days. This is totally unacceptable! First you say wait 24-48 hours, then I am told after 3 days have gone by that I need to wait 5 more days just to find out what the problem is. Something is really wrong! My 4/28-29 shows did not get released for 4 days. Now, I've been waiting 5 days for Shoreline. This sucks. LivePhish does this so much better. The band should hire Nugs.Net to do this.
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16 years 11 months
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Are we going to get the option to buy the 09 Spring Tour on CDs, which I prefer, as opposed to only mp3 downloads? I really want CDs....
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On Sunday 5/17,I paid for the FLAC d/l of LA 5/9, Shoreline 5/10 & Shoreline 5/14. I am still yet to be able to access my downloads. I am aware that Shoreline 5/14 is not available yet (why I don't know), but don't understand why I can't have 5/9 & 5/10. The messages I have sent to customer service go unanswered like the last time I had an issue with an order. I don't understand why, if a show is available, d/l access is not immediately available. The system immediately takes the money from my card. But, I have to wait, and wait without even the courtesy of an explanation. The music is so good but this service is so bad. I just don't get it.
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16 years 11 months
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I've posted numerous times to customer service but they seem intent on ignoring me. I've ordered every release for years and while I've occasionily had issues they were always quickly resolved. I ordered the road trips/pure jerry combo. I first got just the pure jerry. Than I got just the road trips bonus disk. Since than I've just been ignored. Nobody bothers to even respond to my messages. I've been a deadhead for damn near 40 years but you're sure making this hard.
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please PM me the relevant details, like the order number etc., and I'll see if I can get this straightened out. Thanks.
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I just put an order in for the two Shoreline downloads and I went through the checkout process and everything. My card has been charged. Nothing is showing up on my downloads page. Where are my downloads? It's just a blank page. I just read through some messages in the forum pertaining to this same issue and it appears that my problem is not with my Mac as I suspected, but with the way this site does business. I ordered the Meadowlands shows on LiveDownloads and was able to download immediately. Now, it seems that I must wait for up to 10 days before I can download these shows after jumping through hoops and waiting. This is total crap, but I'm sorry. I'm going on a road trip this weekend and was depending on listening to these shows. I'm apt to go download on the other site and ask for my money back later. Please do something about this because people want to support this organization. It shouldn't be that hard to partner up with someone who knows what they're doing. If you're going to offer a product and accept money for it, you need to have a process that can deliver.
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Just Keeping the music alive I ordered the new shirt, hat and hoodie.. was supposed to be shipped on the 11th. Still waiting to hear that the order is shipped or delayed. A good business would have notified me that the order was delayed. They should treat their customers like the way that they would want to be treated.
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16 years 11 months
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Am I seriously the only person in the country/world who wants the inserts for these downloads?Why is it so hard/impossible to post them?
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Finally, Customer Service worked with me to get my downloads working. It was actually a pretty silly issue on their end, but oh well, they're working. I did receive my shirt I ordered with the downloads. I also pre-ordered the purple shirt that was supposed to ship on the 11th and I am waiting to hear as well.
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you are far from the only such person, to put it mildly.
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16 years 6 months
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Are you folks wanting to download this years shows ? Check in at the vineyard , a shn/flac vine of all the 09 shows will start going around soon .
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the on-site live CDs were provided by another company having nothing to do with Dead.net. As far as I know there are no plans to offer the shows in this format beyond the real-time sales, but feel free to pursue the matter with the vendor: David at service@ratdoglive.com.
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If inserts is same as cd cover art and song title sleeves, I have asked customer service if they exist and if it is possible to get them. But surprisingly no answer to that question either.
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15 years 4 months
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Thank you for trying to help. For some strange reason I finally got an email from store. In it they cancelled order I made 01/09/2009. It was great to hear of them but that order I actually have received and paid. So there was not problem with that one at all. Real problems like missing items, vanished watch and shipping costs: nothing. Sorry everyone. This complaining makes me sick too but I cant really do anything else but to write here to get this right.
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I have been investigating that issue, and I have no news. So far it is not possible to download the insert art and liner notes. With regard to your missing items, they should be on their way. PM sent.
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17 years
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your excess shipping charges and cost of the watch have been refunded.
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16 years 11 months
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What's so strange to me is that in the old website format (so long ago I forget what it looked like) there were inserts. The Dead Download series HAD the inserts... I bought a recent one, and no insert there. I was told they weren't available. I resolved that by posting on usenet and someone emailed me the inserts, as they had bought all the downloads a long time ago. I will get the last 4 download series I need to get them all.. but I want the inserts. I think it's a shame I have to go "third party" to get what the Dead officially released themselves. I just don't think it should be so hard. Whoever the webmaster is can easily link the album art jpg on each page, to the album art available. It used to be that way... then there was that "relaunch" like 2 years ago or so?.. and they all disappeared. In fact the entire Dead Downloads series disappeared at that time. Once they came back is when the inserts were gone.
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I paid for 2 philly downloads (Order Number: 0139390Order Date And Time: 05/04/2009) but mistakenly got FLAC instead of MP3. I've called the customer service line and submitted 3 requests on-line for help having my downloads switched to MP3 some 23 days ago and still have not received a response. I'm assuming folks are busy because of the tour, but 23 days without a response has me wondering if anyone is home? Any one out there that can help?
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Thank you very very much Mary and please send my thanks to Meggan also. All my problems finally solved and shipment on a way. What would we do without you? I am happy now!
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I'll see what I can do.
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hate to complain about another download issue right after another person. but i downloaded The Gorge (Quincy, WA) 5-16-09, 3 days ago, and it hasn't showed up at all under my downloads and i havn't got a reply on the customer service link. If it means anything, i ordered it with a different email, Kyejo@comcast.net. and i ordered it with a shirt (but i dont think it does and i'm not worried about that)
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For the record and in all fairness, I should say that I was contacted via phone regarding my download issue and apparently my downloads were not pulling in because I had also placed an order for two hard copy CDs with my downloads. I guess someone has to process the order before the downloads show up on one's page. I think it's kind of silly and the downloads should automatically show up, but that's how it works. Just be patient and persistent and things will work out.
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please PM me your order number and I'll try to get it straightened out.
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16 years 11 months
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I ordered this on May 8 and have not received it. All the items are shown as available and shipping. Please let me know what's going on. Thanks! Paul
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16 years 10 months
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3 cheers for marye, and her jumping round responding to all these problems. Amongst everything else she does. Hip Hip Hooray, marye!********************************** Clothes make the man. Naked people have little or no influence on society. Mark Twain
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I was about to send you your tracking number but you seem to be ahead of me! Iko, please PM me your order number, thanks.
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15 years 5 months
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Dear Marye! I have sent two messages to the customer service to report missing records. Not a single answer in more than a month of waiting! Is it some kind of trouble with the mailingsystem or am I being ignored? My complaints concernes order number 0121010 at the date of 03/25/2009. I got a package with three of the total of five titles in my order. The missing records are: Ace (Bob Weir) CD Dick's Picks, Volume 14 CD I would be glad to finally get an answer, and I still want my records.
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Meggan generated a new order with the missing items and I'll PM you the tracking number.
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After 3 weeks of waiting, my orders for an On the Road Tee and Gorge Poster arrived. The big issue is, I didn't get a Gorge poster but a Garcia Plays Dylan poster. I got a wrong poster sent. This is so infuriating! I guess this means having to send the wrong poster back then waiting again for what it seems weeks to get it processed and shipped, and hope I actually get the right poster. It's the weekend and phone customer service is not available. Please Help.
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ARGH! So sorry, please PM me your order number and any other relevant details and I'll see if we can get this fixed quick.
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Letter to Casson Kauffman: (EMAIL WAS BOUNCED BACK. "NO SUCH PERSON". Dear Casson, I have to tell you at this moment I am the angriest I have ever been with any company. For the last MONTH I have tried to get this order resolved and up to this point I had not resorted to screaming and cussing. (Sorry, I just couldn't take it any more.) I dressed down your customer service people and left some caustic voice mails to your "Supervisors". I have been a loyal fan of several incarnations of the store and this one specifically. You always made it better than right if there was a screw up. So, all that being said, here is the story. A month ago I was finally able to order the SYF Hoody that is green and zippered in XXL. I have been waiting a while for this item and I was thrilled. I ordered ground shipping and it finally arrived. I opened the box. Boom, green hoodie, correct size but its a pull over. No Zipper. No worries I know I can call you guys and it will get fixed. Made the call everything is cool. They even agreed to send it 3 day for me. 5 days later. Shirt is here! (Wooo hoo) open the box...guess what right size. right color.........Another f-ing pullover. How hard can it be? I make the call. I speak to Lily Amini. She was friendly and courteous. I received an e-mail saying there was an attachment two days later. (no attachment BTW) I sent one back with the picture from your web sight. With a Zipper on it. She then sent another email with attachment of someone from the warehouse holding up what appears to be an xxl zippered hoodie! (incredible!) Fine so now I say great. overnight it to me your other two shirts are labeled and ready to roll as soon as I get my order. Lily is so nice she agrees and even tells me I can keep one of the mistakes! Wow, just like Dead.net I know and love. Next day: I get an email from Meggan. Offering me $20 gift certificate and 10% off my next order. I call her and tell her Lilly already offered me the shirt so the other stuff wasn't necessary. I find out the shirts I have nobody even knew existed!! MEGGAN says there is "No Way" she is going to let me keep the shirt, but I can have the other stuff. And on top of this I don't get my original order until the shirts are sent back. (So, now I am a potential dead beat and I still don't have my shirt.) Next Day Thursday. I call Meggan back and send an email to Lilly saying "what the heck. I'll buy the other shirts and give them as gifts. Just call me and I will give them a card #. NOTHING UNTIL THE FOLLOWING MONDAY. MEGGAN IS NOT RETURNING CALLS. FINALLY LILY CALLS AND TAKES MY CARD #, USES THE GC AND THE DISCOUNT, AND SWEARS SHE WILL OVER NIGHT MY FUCKING SWEATSHIRT! IT IS NOW WEDNESDAY EVENING. ONE WHOLE FREAKING MONTH LATER!!!! NO SHIRT. I CALL MEGAN LEAVE A MESSAGE WHAT IS GOING ON? I SIT DOWN TO READ EMAIL.....EMAIL FROM CUSTOMER SERVICE (YEAH RIGHT! CUSTOMER SERVICE!) NOT MEGAN. NOT LILY! (GOD, NO THAT WOULD BE SILLY) THE EMAIL SAYS MY ORDER HAS BEEN CANCELED. THEN AS I AM SCREAMING AT CUSTOMER SERVICE ON THE PHONE, I GET ANOTHER EMAIL SAYING "DUE TO AN INVENTORY ERROR, MY SHIRT ISN'T AVAILABLE AND I CAN HAVE 15% OFF MY NEXT ORDER!" (HOW FUCKING GENEROUS. NO REALLY.) CASSON, Can you explain to me how my shirt, that I saw in a photograph taken by your people, sworn to me that was in a box waiting to be over-nighted, could be gone? Can you tell me how your "customer service" department has no knowledge of who I can contact above Meggan and Lily? Why my bank account has not even been credited for the "canceled transaction"? Why the people you have in charge don't know what the "Service Industry" is about? And last; Why I had to write this long diatribe to you? MY EMAIL WAS SENT BACK. NO PERSON OF THAT NAME.
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16 years 6 months
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Just for the record I will Never order anything from the store ! I would probobley have a stroke arguing with those people !!
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14 years 10 months
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I recently acquired the Winterland 73 box set and have a bad disc 2 on the Bertha track. How does one get a replacement disc?
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17 years
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I'm making inquiries.
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15 years 9 months
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I returned some cds to you guys awhile ago now, any chance you could send me out the new set asap? I had to return the set twice now and would really like to listen to the new road trips! thanks Heather(~):-}
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I returned the hoodie, so where is my account credit? I would like an telephone number to call, this leaving blogs to resolve issues with screwed up orders is phish! Nothing gets solved here and nothing is ever quick with you guys.(~):-}
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please send me a PM with your order details, as I have no access to them. I'll follow up with the Store folks and see about getting this straightened out. Sorry for the hassle.
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15 years 1 month
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Are the Spring '09 downloads no longer available? I searched the store website for them but to no avail. Further, I searched for a store CONTACT link to ask the store directly. Again, to no avail. Geesh. Franky Baby
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I have it on good authority they'll be back real soon now. Stuff is getting moved from one site to another, essentially. Thanks.
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Okay, here's what SHOULD be happening. If it does not map to your experience speak up. 1. This site launched in May 2007. Accounts stored on previous versions of Dead.net were not copied over. 2. If you've set up an account in the Store and/or ordered from the site since then, that account info should have moved over to the new site this week. 3. If you haven't ordered and/or set up an account since May 2007, go ahead and set up a new account because we do not have that info. Like I say, if your experience is different, speak up. Thank you.