Got Issues With Your Store Order?

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January 4, 2008 - 9:27am

502 replies

marye

Joined:
May 26, 2007

(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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September 18, 2009 - 11:04pm

#321

cosmicbadger

Joined:
June 13, 2007

good one Hal

I like it
September 18, 2009 - 2:52pm

#322

Hal R

Joined:
June 13, 2007

Somewhere In India

Kalini: Hi Honey, welcome home. How was your day job? Raj: Well Dear I was reassigned and am now doing the phone fulfillment for some music group called the Grateful Dead who have a website called Deadnet which is run by a Rhino and is a subsidiary of Warner Brothers Entertainment. Kalini: That all sounds very strange, are you sure that you are OK? Raj: No, I am not sure I am OK. Kalini: Well tell me all about it. Is Deadnet like Indra’s Web? What is Grateful Dead and what do Rhinos have to do with it? Raj: It seems that there are these people all over the world but mainly in the United States and Europe called Deadheads and they followed this music group called the Grateful Dead around for about 30 years so they could see their guru Jerry play guitar with the other Grateful Dead musicians. The Deadheads and the Grateful Dead all used to have long straggly hair like the holy men on the Ganges and they would smoke lots of hemp and the music would go on and on an on like a Ravi Shankar song. Some of them just lived to go to the shows by the Grateful Dead and didn’t like to work much and weren’t trying to get ahead like normal Americans. Kalini: Raj, I’m worried, are you getting involved in a cult? Raj: It kind of seems like it, I am not sure, I don’t know, it gets so confusing. These Deadheads keep saying things like cool, groovy, far out , dig it and man even though it is hot here and I don’t know what they are digging or asking me to dig. Kalini: Here have a cup of tea, that will help you. Raj: Is it organic? Kalini: What, you never cared before today, what is coming over you? Raj: I don’t know whenever I try to just relax and shut my eyes I keep seeing dancing bears and skulls with roses on their heads. At night I keep having these dreams where I am smashing an ice cream cone into my forehead. But I will get by, I told my boss “Don’t ease me in” to this job, it shouldn’t be too hard to handle, at least it is better than the other one. At least I know, My time coming any day, don't worry 'bout me, no Kalini: OK, I just don’t want your job to be run by a ship of fools, and that you aren’t just there for the money, money. If the doors of perception were cleansed, everything would appear to man as it is, infinite. William Blake
September 18, 2009 - 12:01pm

#323

johnman

Joined:
December 26, 2007

uh..........

........what?......
September 18, 2009 - 5:08am

#324

Anonymous (not verified)

Joined:
March 29, 2017

Ya know....

.... looking at the dead.net website these days it is easy to see how much traffic has fallen off since TD toured this spring. The tour translated into increased sales for the band but Rhino et.al. chose a crappy fulfillment team to partner with, partially based out of India. You have to ask yourself how stupid could they be wasting this momentum? Are they so stoned they can't make a rational decision? I know that based on the responses I've seen here that I'm never going to order as long as problems like this exist. Wait a second, I'm getting a call.... OK, now I understand. Uncle Duke has the contract and he is running the show out of Bezerkistan. ~ Cue balls made of styrafoam and no one's got the time ~
September 18, 2009 - 4:39am

#325

gratefaldean

Joined:
June 22, 2007

Oh LOWER Slobovia

Of course, what was I thinking? I think I once had a layover there on the way to Slovenia. Thanks, Johnman, and what are you doing up at this ungodly hour of the morning?
September 18, 2009 - 4:28am

#326

johnman

Joined:
December 26, 2007

i'm thinnin....

it's right by lower slobovia
September 18, 2009 - 4:28am

#327

johnman

Joined:
December 26, 2007

i'm thinnin....

it's right by lower slobovia
September 18, 2009 - 4:23am

#328

gratefaldean

Joined:
June 22, 2007

Amen, Badger

If Mary is handling all of this "customer service", then she and Buddy's cousin may as well be getting paid to do all of the "fullfillment" as well. Dirkadirkastan...somewhere near Elbonia? Like most Americans, geography isn't one of my strengths. Continued thanks, Mary.
September 17, 2009 - 11:02pm

#329

cosmicbadger

Joined:
June 13, 2007

truth or fiction

Marye blinks as a new message drops into her inbox. It’s from the Deadnet intranet. ‘Good news folks’ the message says ‘we’ve just announced the latest Grateful Dead box set on Deadnet’ ‘Good news for who?’ mutters Marye to her dogs, who somehow sense what is coming and cower in the corner. Marye goes into action. First thing she does is to find out who this week’s ‘Fulfilment’ company is and to put them on speed dial. Eeeek, how much does it cost to phone THERE? Favourite food delivery outfits also on the speed dial. A quick explanatory email to family and friends (they are used to it by now). Then it’s time to check the supply of herbal teas and other more powerful calming aids. Deep breathing, deep breathing. A dog shuffles up nervously looking for a comforting stroke. ‘It’s OK’ she says ‘it’s the waiting that’s the worst’ The clock ticks No point in putting it off any longer. Marye logs onto Deadnet. She cruises the forums and launches a couple of vines, but she knows that she is avoiding the inevitable. She takes a last deep breath, points and clicks: ‘Got Issues with Your Store Order?’ ;-)
September 17, 2009 - 10:23pm

#330

cosmicbadger

Joined:
June 13, 2007

unbelievable

my goodness how the sales side of this organisation makes life hard for itself and its customers. With just about every new release it is the same sorry mess 'Fullfillment' is a horrible word invented by US marketing hacks, but I don't think anyone is feeling fulfilled right now. Conversely the situation is best described by one of the best words invented in the USA: Clusterfuck. Marye you are the best: Where would we be without your help?

John Perry Barlow

John Perry Barlow

Forums

User Concerns

(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

How can I edit my shipping…

How can I edit my shipping address. I made a small mistake in that I should have written “20th Floor” but wrote “29th Floor.”

What is wrong with ordering process?

trying to order this years Daves Pics. just get blue text that is not interactive. Please Help resolve.

Recent release of New Dave's Picks

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

Dave's Picks

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

BWhite

Send me a PM with the details and I will ask the Doc to investigate. Sorry for the trouble!

Shop order still processing a month after

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?

Hi, how do you change a ship…

Hi, how do you change a ship to address for the balance of your Dave's Picks Subscription?
JonD

assorted issues

please send me a PM with the details and I'll see what the Doc can do to fix things.

Dave's Picks ship to change

How do you send a PM?

PMs

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.

Hi Marye

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

Lyceum’72 24LP

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.

Heads up re construction activity in The Store

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.

Help With Dead.Net Order

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Peace.

I am having issues with one…

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

BigSky, Joey

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

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Please help

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

Cancar

please send me a PM with the details so we can track this down. Sorry for the trouble!

Thank you so much

I will PM you now. Thank you!!!

PM Marye

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.

Thanks Cancar

got it and passed it up the line!

Defective Disc CD2 Dave's Picks Vol 48

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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!

What is the deal with Dead…

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.

Larry

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.

Dead.net order a month waiting

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Thanks

Shed

I'll pass this to the Doc and see if he can figure it all out.

Order has not shipped

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!!!!!!

Josh

let me see what the Doc can do here...

Bear’s choice items shipping?

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!

Thanks!

Thank you so much Marye!

Marye

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

Bear's Choice

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.

Mike

your PM seems to be lost in transit?

Hi Marye

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

Yay!

Thanks for letting me know.

Shipping issue

Could I have some help with my order? Order #137400000058383SF_US from April 20 - still not shipped, and multiple emails not responded to.

Cale

Passed this to the Doc. Please send me a PM with the details and I'll see what he can do.

Issue with Dead.Net order - infinite support loop via email help

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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!!!

Order won’t ship

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

CG

Please send me a PM with the details and I'll see what the Doc can do here.

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?

DK

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

Keep the faith and have a bottomless well of patience

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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.

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?

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?