Grateful Dead

this is directed at the people who at this point have ordered a set, consider themselves to have a confirmed order number which they can produce, and for one reason or another have not heard from us about a credit card issue, an address issue, or something else that is likely to interfere with the arrival of your box set. If this is you, send email to drrhino@rhino.com by tomorrow, as stated. If you're already talking to us, keep talking, and I'm happy to report we are getting some pesky issues resolved in the background. This is about avoiding the issue of someone suddenly remembering at Christmas that hey, didn't they order a box set and what ever became of it. Now is the moment, if you're that person. (Yes, this may not seem like the scenario you're thinking of, but there are some patient souls out there.) Thanks!

My experience is similar to Smiler. I have an email from customer services back in February confirming my order. But when the boxes started shipping to Europe i did not receive any email with regard to my order. I subsequently emailed customer services 3 times, but have yet to receive any response. Getting worried i then phoned customer services. After being put on hold for 10 minutes i eventually managed to speak to a young lady who informed me that she could not access my order on the system but that she would escalate the issue and get back to me directly. Needless to say nearly a week later i have still not heard anything. Now we are told that if i do not confirm my order in the next 24 hours or so it will be cancelled! This is not on. I only found out about this deadline because a friend has just told me about it - there is nothing on the home page of the site as you would expect with a announcement of this importance. As far as i am concerned emails from customer services confirming my order (which i have never cancelled), and subsequent emails and phone calls by myself about it's non-delivery are proof enough that i have a valid order and still want it delivered to me. I shouldn't have to email yet another address stating confirming that i still want the set. I have been very patient and understanding during all the problems relating to this release, but that patience and understanding is rapidly coming to an end with this latest piece of incompentance!

I can only echo the comments above. I have yet to receive my box, and I did not receive any e-mail along the lines of that described in the announcement. I had sent 3 e-mails to various addresses prior to today, reporting a problem with my delivery address, and (more recently) no sign of the goods. All I had received back were "thank you for your e-mail, we'll get back to you" type replies. To then find that an announcement has been made somewhere that I would never have gone to look, telling me that a non-existent e-mail was sent out that I should respond to within 2 days - is a joke. I have several time zones to contend with between me and dead.net, and tomorrow I am working away from my usual workplace, with no idea of whether I will have phone or internet access. Therefore I did what any sensible person would do, with their back to the wall - I called the customer service telephone number, only to be placed in a queue because "all our representatives are busy with other customers". How on earth can it be justified to cancel customers orders if all lines of communication between customers and customer service have been severed, or customer services are tied up with people all reporting similar problems? Ultimately, after "only" a 10 minute wait on hold, and a 10 minute conversation with customer service, finally I have a tracking number and confirmation that my order is on the way. (Delayed, but on the way, at last). If the tracking number had been sent out automatically, none of this timewasting would have been necessary, and both customer services and myself would have had significant amounts of our time to get on with what really matters.

is this the same 48 hrs to notify Rhino of defective discs? what about other issues, 48 hrs just don't seem like enough time, some haven't even got their box, now you've got 24 hrs to comply, or else. Where's the love here? another knife in the back, and more of the same.....

I for one and others I know still waiting for their boxes HAVE NOT YET RECEIVED ANY EMAIL ON THIS TOPIC. After all that has gone before and the ongoing difficulties with communicaiton is it really fair now suddenly to give 48 hrs notice before the guillotine comes down. What if you are on vacation, have a broken internet connection etc.