• 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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  • marye
    Joined:
    latest update
    in header above. If your mileage varies send me a PM. Thanks.
  • marye
    Joined:
    marshking
    please send me a PM with your order number and account name (email address) and I'll see what's what.
  • marshking710
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    Joined:
    Well I ordered the 77 Box
    Well I ordered the 77 Box Set and the Scrapbook in separate orders about 2 weeks ago and still haven't received an email about either shipping yet.
  • buddy plant
    Joined:
    I don't have a store order, as if...
    ... but I have massive *ISSUES* with the way the Rhino Co. treats my brothers and sisters. This isn't the first release that's become a quagmire. Why don't they get their act together? Are they planning a bankruptcy, to gain a huge tax write-off, or something like that? Do they think they will qualify for one of them gov't bail-out deals like GM got? Marye, will you please forward this post to the president or CEO of the Rhino Co., I'd like to set up a meeting with him/her to straighten this matter out, for once and for all. Thank you for your consideration in this matter.
  • kirkmc
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    Joined:
    My order
    FWIW, here's what I just wrote to "orderproblems": You've made a fine mess of this. First was the problem with shipping prices, then you decided to ship everything to foreign countries via UPS by default. The problem is that UPS has onerous costs for "presenting" packages to customs. I just refused my order, because the total cost for customs was EUR 40, or about $60. (Assuming that VAT here is 19.6%, the correct amount would be about EUR 13.) If you had sent it by USPS, I would have had little or no customs cost. So, I have refused the order, and I expect you to refund my purchase price. If you want to send it again by USPS, I would be happy to order again. If not, I'll just torrent the music. You've given us so many hassles with this set that I'm not sure I really want to order from you again. It's hard to think of how you could have made this order process any worse.
  • TigerLilly
    Joined:
    Atul the Printer
    Some day, when I'm creatively inspired, I will tell you all the adventures am having these past weeks with Atul the Indian Printer. Don't get me wrong, the problem is not about his being Indian, the problem is because he is IN India-thus very far. I have been occasionaly wondering , whether Atul has been trained by the same Fullfillment Training Managers in Dirkadirkastan, who set up Rhino's hotline operation business plan for them.********************************** Education: that which reveals to the wise, and conceals from the stupid, the vast limits of their knowledge. Mark Twain
  • marye
    Joined:
    rich
    excellent news! Thanks!
  • marye
    Joined:
    marshking
    I seem to recall that at least one person has actually received the scrapbook, so I don't think it's preorder at this point.
  • ivhs72
    Joined:
    Thank you
    Got home today after a long week at work, and guess what I found on my doorstep? The Winterland '77 box set had been left by the UPS man. Wow, now I've got a great weekend of great listening ahead of me. Thank you, Marye, for all of your help. Rich "All Who Wander Are Not Lost....."
  • marshking710
    Default Avatar
    Joined:
    Scrapbook?
    Does anyone know if the Scrapbook is a pre-order item?
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17 years 5 months
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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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10 years 3 months
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How can I edit my shipping address. I made a small mistake in that I should have written “20th Floor” but wrote “29th Floor.”

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15 years 9 months
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I have been ordering Dave's Picks for myself and my son from you for years. With everything going on with Covid, work, holidays, etc. I only recently realized I never got notification of the 2022 issue, so never bought the two sets. I realize that ship has sailed, but please make sure I get next year's release notice. Thanks

Robert Quinlan

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17 years 4 months
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I received the email about my Dave's Picks subscription and the release of Vol. 41 on 1/28/22 but I have not received yet. Have they shipped yet?

How do I check the address that they are being sent to? I moved in November.

thanks,

Brian

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17 years 5 months
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Send me a PM with the details and I will ask the Doc to investigate. Sorry for the trouble!
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Member for

17 years 4 months
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I'm having a delay problem with my store order. I ordered it a month ago and it's status shows as still processing. I sent a customer service message but it's been 5 days and I haven't heard anything beyond the auto generated email confirming they received it. Is there any way I can find out what is going on with my order?

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17 years 5 months
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please send me a PM with the details and I'll see what the Doc can do to fix things.
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17 years 5 months
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somewhere, probably up in the upper right hand corner, is a pulldown menu next to your avatar, and Message is an option. Also on your profile page, Write Message is an option.
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10 years 1 month
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Can you help Tom Tom with his order for DaP 43? He is posting on the 43 thread and it doesn't sound like he knows how to navigate or PM. His order # 137400000458713 ordered 7-13-22. He lives on the res. and it could be just a slow delivery as others have just gotten theirs in the last day or so. But even Gerd in Germany has his now. Thank you.
Cheers

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2 years 2 months
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Hi, hoping to get help with my order status. I’ve emailed customer service several days ago, but have yet to receive an answer as to why my order is in limbo. I preordered the 24LP box set of ‘72 Lyceum: The Complete Recordings on April 7, 2022. Dead.net shows Order Complete on 7/28, when I click view order and track shipping it shows that a shipping label was created, but it never physically entered UPS’s system.

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17 years 5 months
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Hey now! We’re updating a few things at the Dead.net store with an eye towards bringing you a better shopping experience. Thank you for your patience during this process and, if you have any questions, please contact our customer service team.
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2 years
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I placed an order on 9/27, order #137400000476270, and my card was charged but my merchandise has not arrived. When I enter my order number on the site it says it does not exist. I have sent multiple emails regarding this situation and they have gone unanswered! Every number I call is wrong. This is terrible customer service and I am very disappointed!! Also, the stuff I ordered is for a Halloween party and I'm worried I won't get it in time! PLEASE HELP!
Peace.

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Member for

2 years 3 months
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I am having issues with one order and one return, I have contacted customer service and have yet to receive a reply.

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Member for

17 years 5 months
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Please send me a PM with the details and I'll see what the Doc can do.

I am logged into my dead dot net account, I add Dave's Picks 2023 to a cart, as soon as I select checkout, I am asked to log into my account again and the application doesn't recognize me. Tried two different browsers on my Mac and two on Windows, same issue. Javascript is enabled. Can dead dot net support help me? I've sent emails and left voicemails at the support line. HELP!

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5 years 3 months
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Hi marye.

I need help with 3 pre-orders that I ordered. All items are showing in stock, or sold out now and according to comments folks overseas are receiving their items. I have attempted to contact customer service and no one will get back to me. Can you help me

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17 years 5 months
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please send me a PM with the details so we can track this down. Sorry for the trouble!
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5 years 4 months

In reply to by cancar

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Thank you for everything. I think that PMd you correctly. I sincerely appreciate your help on this. I've had no luck getting answers on those three orders. If I PMd incorrectly, please let me know.

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17 years 5 months
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got it and passed it up the line!
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12 years
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I was told to contact you for help as I am not getting anywhere! My CD2 of this newest Dave's Picks has a glob of something (glue? plastic?) And won't play.
I have written in and got nothing back.
I need a replacement of only CD2
My order number was 137400000016959SF_US
My Address is:
Larry Salvisberg
3336 Kerner Blvd.
San Rafael, CA 94901
email: larryguate@hotmail.com
Thank you so much for any assistance or referal you can give me!

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17 years 5 months
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What is the deal with Dead.net and their total lack of customer support? I’ve never before dealt with any business on any level that absolutely refuses to respond or provide any sort of reasonable customer support. I’ve tried every way I can find to get help with an order and get nothing but automated responses. I followed instructions in one of these and replied to their useless response and still get no help.

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17 years 5 months
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I've passed your message to the Doc, who I hope can resolve this. Richmo, please send me a PM with your issues and I'll see what I can do. So sorry for the trouble.
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1 year 5 months
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I made a order for the new dp vinyl release on may 3. Got an order confirmation but no shipping confirmation. Sent in a ticket for customer service and no response. Order number 137400000067190SF_US. Looking for some sort of response?

Thanks

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17 years 5 months
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I'll pass this to the Doc and see if he can figure it all out.
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1 year 5 months
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Hi Marye,

I placed an order over two weeks ago, and I still have not received a shipping confirmation. I am eager to receive my order, and I am getting concerned because this is the fourth time I am attempting to contact customer service. When will my order ship? My order number is 137400000071576SF_US. All of the items I ordered are in stock according to the website. Please help!!!!!!

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17 years 5 months
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let me see what the Doc can do here...
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11 years 11 months
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Hello. I placed an order on 4/15 for three of the Bear’s Choice items. I believe they were to start shipping earlier in May, but I don’t see any updates to the order I placed. Have items from this collection shipped yet? My order number is 137400000057371SF_US. Thank you for any help!

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1 year 5 months

In reply to by marye

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Thank you so much Marye!

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10 years
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Hi Marye - I’m having trouble with my DaP 46 shipment - please see your PM for details. Any assistance is appreciated. Thank you.

I'm also waiting for 2 Bear's Choice 50th posters, the "release date" was May 5th. I contacted customer service and haven't heard anything back.

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17 years 5 months

In reply to by That Mike

Permalink

your PM seems to be lost in transit?
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Member for

10 years

In reply to by marye

Permalink

Please disregard my previous message. All worked out. Thank you.

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17 years 5 months

In reply to by That Mike

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Thanks for letting me know.
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1 year 5 months
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Could I have some help with my order? Order #137400000058383SF_US from April 20 - still not shipped, and multiple emails not responded to.

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Member for

17 years 5 months
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Passed this to the Doc. Please send me a PM with the details and I'll see what he can do.
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Member for

9 years 7 months
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Update: Crap! Finally received a response (interesting timing)... Poster is out of stock and I'm SOL. At least I was offered a refund, but that doesn't make my walls look any more artistic. Sigh...

Hello! I'm looking for some assistance with my order 137400000054361SF_US that was damaged in transit... I've tried using the support option in the store and after two weeks have received the same form emails three times and appear to be in an infinite loop!! Still no response from a human or even a bot that is doing more than asking me to resubmit the same info repeatedly. Help!! Please!!!

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1 year 4 months
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Hi I placed an order over three weeks ago and has yet to be shift and I am tired of waiting for it. Can you please help me I don’t know what to do and I feel like I’m wasting my time. Customer service has not been helpful. #137400000073539SF_US

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17 years 5 months
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Please send me a PM with the details and I'll see what the Doc can do here.
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Member for

2 years
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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?

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Member for

17 years 5 months
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Please send me a PM with the details and I'll see what the Doc can do.
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Member for

7 years 9 months
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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.

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2 years

In reply to by marye

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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.

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?

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2 years
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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?

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Member for

17 years 5 months
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So sorry for this; please send me a PM with the details and I'll ask the Doc to get on the case.
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Member for

1 year 2 months
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how can I get help completing an order? I have emailed customer support but no reply from them.

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Member for

17 years 5 months
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send me PM and I'll see if we can get this figured out.