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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April 20, 2009 - 6:27pm

#441

decreed_it

Joined:
January 8, 2009

Lionsghost is right on

With the critique of the "store" website. Its actually shameful The Grateful Dead organization can't get this right in 2009. I have a similar experience. Ordered Greensboro, which is already released, and pre-ordered 04/19 Worcester. Got an order #. Hit the link in the order, which is also hotlinked on the order record online, nothing. IE 8 on two machines, Google Chrome, and Firefox all tried, all up to date, nada. Noticed my credit card hasn't been charged yet either. They can't even take the money right! LOL. Two posts to the "customer service" (what a joke that is) online and one e-mail to the site, nada. This is not only enbarrassing for The Dead, it's downright frustrating as a fan. Come on guys, if you're going to charge big boy prices, act like the majority of the fantastic small business Mom & Pops on the 'net with Yahoo or Ebay stores that get this game 100% right nearly 100% of the time. This is not rocket surgery or brain science. P.s. PM would be GRATELY appreciated.
April 20, 2009 - 6:23pm

#442

walstib

Joined:
June 23, 2007

Downloads?

I'm being patient waiting for my 'download now' to appear in 'my downloads'. Still nothing and no response from the internet help line.It is beginning to sound like the boys need to find a different vendor to use. Never had such a good time...........
April 20, 2009 - 4:14pm

#443

marye

Joined:
May 26, 2007

phan

email and PM sent.
April 20, 2009 - 4:05pm

#444

Big Black Peter

Joined:
January 13, 2009

Yes the Dead do outsource

Musictoday holding my $1200.00 for 3 months while I pay credit card interest, meanwhile I dont have my tickets. Im lucky to only be doing a few shows, but for people who bought tickets from these hacks for the whole tour are screwed as they are already on the road. Very stupid idea, obviously it wasnt thought through in any way. The only benefit to them holding my $/tickets goes to the industry leader "Ticketmaster". They gain huge market share and are able to scalp there tickets through there sister company with no competition. Next time I will go with Ticketmaster all the way.
April 20, 2009 - 12:31pm

#445

steve7berg

Joined:
April 12, 2009

is Dead.net outsourcing?

I placed an order last week for some shirts and the greensboro download. I had problems with the download and called customer service and spoke to a women who barely spoke english. Any way payed for priorty shipping so should have recieved it last week. I called today again to check the status of my order and spoke to a gentlemen who once again barely spoke english and called himself "Frank". These people seem like they have no idea about what is going on. Whats the deal, does dead.net outsource customer service? Also, i preordered the albany show, when is this gonna be put up?
April 20, 2009 - 11:32am

#446

marye

Joined:
May 26, 2007

guys

thanks for this illuminating thread, which I am passing on in hopes of solving some of these issues!
April 20, 2009 - 9:39am

#447

phan71

Joined:
April 16, 2009

Still nothing...

Glad to see other people have gotten their downloads. I've still got nothing. Any updates? I still (after a week!) have not even received a response from customer service. Thanks.
April 18, 2009 - 8:00pm

#448

Lionsghost

Joined:
February 24, 2009

I must apoligize for my earlier impatience as....

.....it seems some of my troubles may have been on my end. I have corrected these things and completed the two downloads. I have no way of knowing if the IE update I did was the fix or if the download got loaded since more than 24 hours had passed since I placed the order. I checked the site off and on all day and saw nothing, then, after I updated IE late in the evening, I was able to see my downloads. Please accept my apology for being too impatient and thank you for your time and help. Your CSR people were VERY helpful and nice to me when we spoke on the phone Friday and I guess I lost it a little when they informed me I had to wait up to 24 to 48 hours before my downloads would show up, these shows were supposed to be available "now". I'm unsure what the exact "fix" was, all I know is it has worked as of some 30 hours after I ordered.
April 18, 2009 - 3:41am

#449

Lionsghost

Joined:
February 24, 2009

The Dead download email link

The email says go to *http://www.deadnetstore.com/User/MyDownloads.aspx.* to get your download NOW. The link is not "hot" and has to be copied & pasted but it doesn't take you to a page you can download from and there is NO other information given or seen anywhere on the page it takes you to. So, we have been directed to a site page that does nothing but create frustration. Nice. Upon speaking with Customer Service, I was informed to wait 24 to 48 hours and try the link again. That's what they said, "it takes up to 24 to 48 hours before the link will show your downloads." The email tells a different story, it says, go here to get your downloads NOW. There is a huge difference between NOW and having to wait 24 to 48 hours. (In case your not aware, NOW means now, not wait 48 hours.) The up to 48 hour wait is not posted anywhere on the website where customers would see it if it's posted anywhere at all. The email is false, it says get em NOW. It's not the wait I mind, it's not being informed about it until I had to place the call to customer service which of course takes several tries and is a frustrating step to endure as usual where customer service problems are created by the company in the first place. (not being told about the wait in advance on the website OR in the email) I have three helpful suggestions for Dead.net. 1) Please post this information about having to wait 24 to 48 hours before you can use the link ON YOUR WEBSITE where it can be easily seen. 2) Update the email notice to INCLUDE the fact that we must WAIT the 24 to 48 hours before we can access the download page/link. CHANGE IT to say what we must actually DO. (wait 24 to 48 hours) ( it currently says "get your download NOW" ) 3) Send a "HOT" link instead of one that has to be copied and pasted. These 3 simple tweeks/changes would save your customers and CSR people a world of headaches. This is as big of an issue for your CSR reps as it is for your customers, such an easy thing to correct should not be happening. Information is key, people don't mind waiting, it's not being TOLD that causes frustration. I got a call back from one of your reps, the call came at 10:25 pm and I was fast asleep and missed it. Said I should call back. Great.......thanks, can't wait to try that again. The way things are set up now, it looks SO EASY to buy something and grab it. This is NOT the case. The getting what I buy process is just a lot of road blocks and bad information leading to nowhere. Nice job. You make this WAY too hard for people. Stop mis-leading me = "get your download now." "Now" must mean after several "on hold", "please call back later" calls, or links that do NOT work for days. Just tell people the deal somehow, find a way to do that, (simple), and a world of hurt could be avoided. The CSR people I did manage to speak with were very nice about it all because this situation causes THEM frustration as well. If your IT team had it together, none of this would be happening. I know this can be corrected. We put a man on the moon in 1969 so sending an email with correct information + informing customers on your website and a link that WORKS has to be possible in 2009. All I am saying here is TELL people HOW THIS WORKS somewhere. One the site and in the email would solve this issue. How hard is that to do....? Thank you for considering these easy corrections. Should save us all a lot of time and frustration if you correct this properly and timely.
April 18, 2009 - 3:27am

#450

alanoc

Joined:
April 17, 2009

download

Ok. It's shown up and is downloading as I type. Thanks to anyone who had a hand in resolving the issue!!!

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

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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,

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BWhite

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

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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.

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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.

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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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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…

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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?

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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

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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.

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

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!!!

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

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.

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?