• 502 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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  • icecrmcnkd
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    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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    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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(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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Cowboy Neal syndrome
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It seems that the restriction on downloads is a Rhino thing, not just a Dead thing. I was browsing the new, ungainly Rhino site a couple of days ago and noticed a link regarding territory restrictions (in very small print) which attracted my attention. It led to a page where the following was stated: Territory Restrictions We wish we lived in a world where we could send everything everywhere - but - it doesn't work like that. Some items, due to licensing restrictions and/or various laws of the land are restricted by territory. That means sometimes we're unable to ship certain titles or products internationally. In cases like that, you'll see a message on the product detail page saying something to the effect of, "Not Available in All Countries." A good example of one such restriction exists on digital sales. All the digital properties we currently offer on Rhino.com are only available to shoppers in the US. Let us take this chance to apologize to our overseas friends! As the restrictions change - so will our ability to offer more and more products to more and more people. End of message from Rhino. So that explains that one quite clearly. Less than satisfactory - and rather bizarre considering other outlets do not place such restrictions on downloads. Frankly I cannot be arsed to check it out, but I suspect that there are Rhino releases that are available through Amazon and the like where one can get downloads despite the same titles not being available for overseas download direct from Rhino. This would mean getting MP3s - for FLACs I guess it will be harder. Bah!
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Upon further deliberation, I realised that maybe this is a re-emergence of that VAT-on-downloads issue that was discussed here a few months ago. It is difficult or impossible to collect sales tax on downloads to a foreign country due to (1) the fact that rates vary from country to country and (2) having collected the tax at source, how is it then passed on to the relevant tax authority. It is much easier just to place a blanket ban on all downloads to places foreign. Of course, I may just be spouting a load of b***s*** here!
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thanks Simonrob for your detective work. I am not sure I fully understand, but it is infuriating. In the light of this perhaps Marye you could ask the Rhinos please to start charging international shipping at cost instead of the the absurd mark ups they are adding. It is becoming enough for us Euroheads to start getting really paranoid. By the way I just purchased a second hand copy of the Closing of Winterland DVD from a small US Mail order company. I reckon it weighs a little more than a RT with Bonus disk. Received a friendly shipping notice, the item arrived in 10 days. Cost of packing and shipping $3.60. Hmmmmmm. It can be done.
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Hey there, last June I purchased a bunch of downloads from the Dead 09 tour. I never got around to downloading all of them. Recently I went back to finish my downloading, figuring they would still be there. Of course, I can't access them. The link that was sent to me in my receipt is now defunct. I'm really bummed. Are those shows no longer available to download? Why not? And if so, I would like a refund. customer service email guy has not been really helpful about this. There seems to be a language barrier as he does not directly address my question but seems to think that my problem is that I can't download. No, the problem is that I can't access the downloads that I purchased. Any help on this would be appreciated. Thank you.
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at least you got a reply. I paid, couldn't download and now can't get a response from anyone.
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have you sent me a PM on the subject? If you send me the details I'll try to get this resolved.
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You did indeed follow up for me a couple of weeks ago - thank you - but nothing happened. I mailed customer support asking for a refund and I got a reply saying my request had been forwarded to management. Not holding my breath.
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well, that's no good. Let me see what I can do.
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for all your efforts. Hugely appreciated.
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The cost of running a call center in India is now equal to running one in the US. While that can't be good news for people who work in that industry it could be good news for those who order from the store. How about closing up shop in Bangalore and moving to, say, Spokane WA or any place that needs jobs?
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It seems to be working much better these days. Of course there will always be glitches, but I feel far more confident about the whole process than I have for ages. So thanks for fixing it and I hope it takes the weight off Marye a little.
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Just got this message from Dr. Rhino: Intense storms on the East Coast have knocked out the power to our customer service call center (e4e). As of 12.37pm (PT) it was estimated that power would not be restored for 6 hours. We apologize for the inconvenience and we will provide an update when power has been restored.
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...bent on breaing our will. However, Dr. Rhino and King Suchendra from the Kingdom of Shambhala will break the Narnian weather machine conspiracy in less than the estimated 6 hours. The initial Narnian bolt/surge came in at 8:50pm and power was restored by a Jedi contingent around 1:03am. You're foiled again General Disarray! Till we meet again another dark and smarmy night...
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just heard from the good Dr. that the cosmic balance seems to have been restored in this corner of the universe...
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I just got an email from the Store offering a subscription for the next 4 Road Trips with the incentive of free shipping and a special bonus disk. http://store.dead.net/new/road-trips-2011-subscription?eml=dn/112910/rt… So decided to go for it....but the store computer then tried to add a shipping charge of $180 to the order for those living outside the US! That is completely crazy! Even if there was no free shipping the cost of shipping an individual Road Trips is normally around $11.00. I imagine that whoever set up the system forget about non US heads (no surprises there then). Could someone sort out a verison of this offer for non-US Heads...we are a loyal bunch who waited for years between shows and many of us are some of the most activie contributors to this site. We pay absurd shipping charges, cannot enter competitions and now this. Give us a break please. thanks
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I've inquired and will report back with what I find out...
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Thanks Marye. I'm in the same burrow (oops Sett) as the Badger. Given that I've previously proposed an annual subscription option for RT releases on these very pages I was straight into the store to place my order too but baulked at the $180 postage cost. Looking forward to seeing it fixed.
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very interested in the rt 2011 subscription but 180 for delivery ermmm.
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they are trying to figure out how to address this problem. Meanwhile, for those concerned about the bonus disc tracks being replicated in another release, I am told that they will be unique to the disc.
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Hi Marye - not sure if this is the right place or not but I've seen you provide awesome customer service to folks placing orders on the website so I thought I'd give it a try... During the 30 Days of Dead contest, I was the first person to guess the date and venue of the November 18th selection, So Many Roads. The disclaimer said the winner would be contacted within 5 business days but I was never notified how to claim the prize. If you could provide any assistance (or point me in the right direction), I would appreciate it.Thanks, willslow
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check your spam folder, because I've had more than one report of people's notifications winding up there. But I'll pass this along in the meantime also. Thanks!
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Thanks for the help Marye. I've been checking the junk mail folder along with my inbox regularly since 11/18 but no sign of anything from dead.net. An email from customerservice@dead.net did make it through to my inbox OK back on October 19th when I ordered some CDs so I wouldn't think it would be an issue...
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sending you a PM with the info
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you've got PMs turned off. I sent the info to your hotmail address.
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13 years 7 months
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and got this message You do not have the download manager installed at this time. what is recommended? thanks.
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13 years 7 months
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downloaded Free Download Manager but still get the message
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13 years 7 months
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what I did not realize was that there is a Dead.net Advanced Download Manager application all is well now, kinda Dead.net Download FAQs has more
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Sorry not to be more responsive--I've been offline for a few days due to external events beyond my control, so I appreciate your tenacity in this.
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This is Troy Mize (Otiscriblecoblis) I received the notice about the 7200 boxed sets for $450. on the first day it was sent out. And I promptly jumped in and signed up for the deal right away!! Now I get a message from them saying they sold out all of the boxed sets and I'm now on a "standby" status! Needless to say I'm very upset about this, as I know there could not have been 7200 sets sold in the first couple of hours it went on sale. Could we be having some "favortism" being shown? I've been a loyal customer for years and have bought virtually every "Dick's Pick's that came out!! On the first day the notice came out I was more than willing to shell out the $450 for the complete deal mentioned in the e-mail! If they stick to what they just told me and only have me on a standby basis, it's just not right! There are probably a lot of other folk's being fed the same line as me! I kept waiting for my confirmation, well I just got one, it says "Bend over and spread em" !
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I placed my order for the Europe '72 box set, $450.00. You said it wouldn't be charged to my account til September. My checking account has a hold on it right now for the $450.00. You say it will drop off in a few days but it still overdrew my account and I have several things that the bank will now charge me $37.50 each for. How stupid! What is wrong with you? You can not put a hold on someone's account when you said you weren't charging us til September! I certainly can't see any of the members of the Dead wanting their fans treated like that.
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as explained several times in the Europe 72 topics, most but not all financial institutions put a hold on the funds for several days when processing the transaction, and if the funds are not available when you place your order, havoc ensues. Please plan accordingly. We do not control this. The hold goes off after a few days. If this has happened to you, please send me a PM with the details, particularly your code, so you can get funds on the card and we can reset the code when you've done that.
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we cannot control what happens with other transactions while there's a hold on the funds. This is your bank's deal, not ours.
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It is not the banks fault, you should not have put through any charge, hold or anything else. You stated that my card would not be charged until the box set ships in SEPTEMBER. That is fraud. My bank will hold the funds, it will not return to you, but the things I already had out to pay my bills will charge an overdraft charge on my account. If you had told us that a hold was going to be placed right away I would have waited to place the order and none of this would have happened. You can not do this when you tell us it will not go through til September. What month is this? February, NOT September.
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I tried, unsuccessfully, to place an order for a Road Trips subscription for 2 days (from Sunday night 1-30 until last night) and also called your 1-800 number last night and spoke to a rep, who when I told him that I had been trying to complete an order for the Road Trips subscription but kept getting a message telling me that it was unavailable and to "remove the SKU from my cart", told me that he was having the same problem and couldn't take my order. I asked him what I was supposed to do and he said "They know there's a problem and they're working on it." When I told him that there were only less than 4 hours before the offer expired (it was 7:30 PM EST) he told me they would extend it. Well, I checked tonight and the offer is no longer up. What gives? I have been MORE than a loyal customer - I have bought EVERY single Dick's Picks from dead.net as well as every single offer since around 2001. I have also suffered the indignity of pre-ordering both Winterland boxes from you for $99 plus shipping only to watch you later offer them on amazon for as little as $69, minus the extra disc. I seriously doubt that it cost $30 to produce that, however....
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send me a PM with the relevant details and the various correspondence and I'll try to get this straightened out. Sorry for the trouble.
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I appreciate your concern and willingness to help. Based on the e-mail I received in response from dead.net, they really don't care. I'll copy and paste it for you.....
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I just want to thank marye for helping me out. I can't tell you how much I appreciate your help....
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I just placed an order at 12:15am, for a Jerry Live recording and a Road Trips. I got my total, and naviagated through signing in and typing my credit card info. I confirmed my order and "clicked". A page came up with a confirmation number but instead of it bringing up the order summery that I placed tonight, it brought up my Road Trip subscription summary from a few months ago and a billing summary for about $140!!! When i tried clicking on the print page, everything went black so I don't even have the order number it flashed at me to check against my previous orders! I got no confirmation email, and when I tried to get my order history ,tonights purchase doesn't show up...instead it emails me my summary for the past few months and the pending subscription and Europe box! When I tried backing up through the pages it says that my order can't be processed! So I don't know if I was billed or not. Should I try re-ordering these? I don't want doubles. I have to say everytime I order anything here anymore its snag after snag. I want to keep supporting the fellows here but with all the technical snafus I've encountered for the last two, years I'm getting weary. I have to mention I'm feeling real nervous with over $550 worth of merch still pending, with the inclusion of the subscription remainers and the Europe box, how many technical problems will I encounter. The people I have dealt with on the phone in the past have always been nice but I get the feeling they are somewhat frustrated by this system. I know I awlays feel like I'm taking a risk when I place an order here... I guess I have to make time on Monday to call the Customer Service folks to see if they have any record of this one. Whew! (Sorry for the rant) Gary
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what I can do to get things straightened out here. Thanks!
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Thanks Marye! Is there any info you need from me? My store account uses a different email address than my forum email. I was never able to finish the forum registration process through my real verizon address; but when I place my orders I have to log in through here, the forum, and then it brings up all my real billing info including my real email address at the store.) It never made sense, but it's been like this for a few years! I've tried registering proper for a few years and finally broke down and registered using a hotmail account so I could get the e-mails to the link to finish registration! Really, if that part can be fixed, I'm scared to mess with any of it until I get my Europe box) lol But yeah, if you could find out if my order posted that would be cool! Gary
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yes, please do send me a PM with the details, including the email address involved, so we can deal with this. Thanks much!
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I was originally down for a limited edition 72 box set. I lost my card so I had to cancel it. Needless to say my order didn't go through. I tried repeatedly to get through but to no avail. I gave up and decided to buy the music only edition with my replacement card. I tried to contact dead.net again to ask why my card has yet to be charged. I used the international number they sent me and got Sinatra.com. I am beginning to think that this box set is never going to arrive.
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Dear Marye,First time user here. I need some help to find out when my ordered box set will be shipped. I received an email from Dead Store 9 days ago questioning my shipping address. I replied giving my current residential address. Nothing happened so I telephoned customer service yesterday to find out what the status is. The shipping address was corrected by Customer Service and assured everything will be OK. 28 hours have now passed since my phone call to Customer service and no shipping email has been sent. OK I know that Dead Store has problems but my anxiety about my order being finalized has not been alleviated. If you can help, lmk how to provide you with my order details.
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16 years 11 months
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Anyone else have problems trying to but from the store? Won’t accept my debit cards.

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My subscription discs Dave's Picks Vol 31 are due to be delivered today by UPS. According to the tracking info there is a freight charge of 73.92 GBP to pay. Must be a mistake?