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    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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  • #81
    chr1skol1
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    Help/Support for all customers

    It would be great if you could do this for all affected customers so that we can find a solution that is good for everyone.

  • #82
    chr1skol1
    Joined:
    DP 33/Get Shown The Light Box/June 76 Box Update

    In the meantime I have received at least one of my orders (Get Shown The Light (All Music Edition)). For me it turned out that the German parcel service (DHL) forgot to inform me (via a notification card) that a shipment had arrived for me. I hope that I will still receive the other box. The Dave's Picks Vol. 33 CD is still gone. Here too, DHL is probably responsible, which occasionally fails to inform its customers with notification cards.

  • #83
    marye
    Joined:
    order issues
    please PM me the details and I'll ask the Doc to get on the case.
  • #84
    smix
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    DP33 - Update.

    Further to my last desperate plea around my missing sub of DP33, I have now tried on three occasions to contact Admin via the customerservice@dead.net but each time I get bounced back , seems I am running out of ways to actually find out what has happened to my order.

  • #85
    chr1skol1
    Joined:
    Not the only one

    You are not the only one. And same issue with another order. I bought the All Music Edition and the new box set round about 6 weeks ago. The order has been shipped in the mid of march. After UPS informed me that they has transmitted the package to a local postal service (in Germanny) I urgently have to know the new tracking number for figuring out where the package is. So I contacted the customer service. Unfortunately they did not respond to my E-Mails until now. Even if the corona virus restricts our lives all over the world, we should still stand by each other. This also includes business matters. If two shipments of the same customer are lost in weeks is that not reason enough for them to react immediately or better as soon as possible (By the way I paid a lot of bucks for my orders)? It looks a little bit like Dead.net don't care about their customers. That's very frustating.

  • #86
    smix
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    Joined:
    DP33

    Just getting a little itchy - I know there is a hello of a lot bigger stuff going on in the world right now but I am still awaiting delivery of DP33 and just wondered if I am the only one in this position and what I should do about it? Many thanks in advance..

  • #87
    allman
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    Joined:
    18 weeks - good news!

    A big THANK YOU to MaryE and the good Doctor, received the Halloween blanket yesterday (sent from CA). I am very satisfied and will consider the calendar a lost cause - not worth fighting about due to the low price and the fact we are almost into the 4th month of 2020. Thanks again for all your efforts.

  • #88
    allman
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    Joined:
    17 weeks

    17 weeks and no calendar and no Halloween blanket and no refund (at least none that I can tell after adding and subtracting all the credit/dedits made to my CC the last couple of months (from this store).

  • #89
    allman
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    Joined:
    16 weeks

    16 weeks and no calendar and no Halloween blanket.
    At least the debits and then credits to my CC have stopped (from dead.net).

  • #90
    allman
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    Joined:
    15 weeks

    15 weeks and no calendar and no Halloween blanket.

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Submitted by marye on
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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Submitted by Steve-O on Sat, 01/05/2008 - 02:00

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Thanks marye, for all the hard work!!!Happy NewYear
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17 years 7 months

Submitted by marye on Sat, 01/05/2008 - 10:24

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and here's to things being a bit more just exactly perfect this time around.
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Submitted by bnwink56 on Sat, 08/16/2008 - 04:08

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I placed my order for the Winterland box 4/24/8 and received it shortly thereafter. Disc #2 was flawed on Bertha. I have swapped many emails with customer service and have received many promises that a replacement would be to me soon. I finally called customer service 7/23/8 and was told that they had not yet received the replacement discs from their supplier. Seems quite a few folks other than yours truly had bad #2 in the box set. However, the replacements that week were en route so I could expect mine soon. Nothing, so 8/14 & 8/15/8 I called customer service four times. All four times, even though I called between 9-5 PST, I got the recording that they were closed. WHAT THE HELL IS GOING ON? The Winterland box set was not my first Dead order, nor was it my last as I have made other purchases since then. However, I am at the point regarding the Winterland purchase that I am ready to contact my credit card company to have the entire purchase price contested. Is anybody else getting the same treatment?
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Submitted by stone jack baller on Sat, 08/16/2008 - 06:59

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Wink.....after all the ying yang they sent me a replacement disc...but they sent out 11/9/73 Disc 1 instead of Disc 2....sent them an email, but haven't heard squat since July 6. I figured I'll wait for them to clear this up before asking for the Road Trips 3 Disc 1 replacement.
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Submitted by marye on Sat, 08/16/2008 - 10:19

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I'm sorry for your trouble and I will pass this along to TPTB, but if you have not already taken this up with josh dot leopard at iventa dot com, you may find it productive to do so. Meanwhile, I'll get on the case.
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Submitted by bnwink56 on Thu, 09/25/2008 - 03:58

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Well, it took a while but two weeks ago, after working with Josh as marye suggested, I received the replacement disc. All is well again, and I'm a happy camper. Thanks for pointing me the right direction.
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Submitted by DarkStarr1971 on Wed, 10/01/2008 - 09:00

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hey Marye i spoke to you awhile back about my defective disc 2, from my winterland 73' set, the last time i spoke to Cust Svc they said they had somthing in the works to be patient, i havent had any e-mails from them so i guess its my turn to ask again, no prob, but is there anyway you can help me get the disc exchanged for a good one?
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Submitted by johnman on Wed, 10/01/2008 - 09:25

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puts ya on hold......i hung up after 15 minutes.....yes 15 minutes
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Submitted by johnman on Wed, 10/01/2008 - 09:27

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mebbe they could hire me to answer the phone?
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Submitted by greggie on Tue, 10/28/2008 - 16:18

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Well, sometimes orders get filled and sent properly, but often they do not. Comparing GDM with Amazon.com dealers, the latter represent a standard that GDM does not in my experience match. Even close. Look, I like dealers with personality, but I expect that they pay enough attention to their job to do things defensibly. I feel that GDM personell simply do not know how to do internet business. My Christmas wish is for Mr Weir to arrange an organizational shakeup. GDM has generally long delivery periods ("Buffalo", an extreme case, was 55 days in transit to Oslo Norway) whereas Amazon dealers manage regularly sendings of half these periods. At the end of August, I ordered Egypt and Road Trips vol 4. I got an order confirmation and nothing else, so I waited for the release and then a month longer. Getting nothing, I sent an e-post inquiring about the delay. Customer Service replied that my credit card, the same one used to buy many other GD products had been rejected and therefore the order was unilaterally cancelled---without notifying me about this. So I had no chance to arrange a rectification. GDM personell are apparently unaware that master cards are now and then rejected for no known reason, posssibly some systematic glitch. The advice from Master Card is to try it again the next day. Amazon and for example Spin cds have routines which guarantee that in case of card rejection the card holder is notified. These routines appear to be state of the art. But GDM does not have them. Dealing with GDM is too often absolutely frustrating. I do not understand why people who cannot implement state of the art routines are working for GDM in the internet area. And I wish they were not.
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Submitted by greggie on Tue, 10/28/2008 - 16:58

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The first log in this thread gives the name of Casson Kauffman as a customer service agent as well as her epost address. Which does not received eposts from customers. She probably no longer works in that job...so the info should l be updated, rather than just be left uncorrected. Are we on the same page here?
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Submitted by marye on Tue, 10/28/2008 - 17:12

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I will update that info soonest, and pass your comments along.
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Submitted by keenkiki on Wed, 10/29/2008 - 14:56

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Hi, don't know if this is the proper place to post this but here goes! I bought my husband a gift card several years ago from dead.net (I believe the store was then managed by gdstore.com) The gdstore.com is defunct, musictoday.com used to manage it but hasn't for over a year. They told me to contact you for assistance; we still have about $75 on the card and I would like to use it here! I have called customer service numerous times, only to have the pleasant recorded voice say that all agents are busy and to leave a detailed message (which I have done several times with no response). Any thoughts, words, advice??Thanks!
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Submitted by keenkiki on Thu, 10/30/2008 - 21:07

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Thanks to the great folks at customer service for already helping me and answering this question for me & taking care of my card!~Kristin~
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Submitted by bridewell on Mon, 11/10/2008 - 15:34

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Hi, I purchased The Fillmore West 1969 Boxed Set - The Complete Recordings. All the discs are in great shape, but I got two CD "Four"s. I am missing CD "Five". Is there anyway to get a replacement sent to me?Thanks, Britton Bridewell
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Submitted by marye on Mon, 11/10/2008 - 15:42

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I'll pass this along and see what can be done to straighten this out!
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Submitted by anrumler on Mon, 03/16/2009 - 21:17

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I ordered a cd over 2 weeks ago and it still hasnt shipped. I was told that it was shipping soon a week ago. I guess soon is relative. Never had problems here before and it sucks that it is happening now.
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Submitted by marye on Tue, 03/17/2009 - 11:17

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Please PM me the details and I'll pass them to someone who can address this. Thanks.
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Submitted by anrumler on Wed, 03/18/2009 - 20:15

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I am begining to think that Meggan took this personally and has put my order on hold or something. It has been 3 weeks since I placed the order and now I am just thinking my money is history since they wont send me the cd that they have my money for. Thanks for being such a "kind" representation for the GD.
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Submitted by marye on Thu, 03/19/2009 - 17:50

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I have passed this on to the higher ups and when I have something to report I certainly will. I'm very sorry this is such a hassle.
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Submitted by anrumler on Fri, 03/20/2009 - 12:56

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Well I got an email yesterday and said my shipment was on its way. It seemed sincerly apologetic and I probably over reacted myself. Anyhow thanks for your help.
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Submitted by gratefulgerd on Wed, 03/25/2009 - 11:00

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Hi,I just wanted to order the new CD's (Road Reips 2/2+Pure Jerry). This time I only have shipping option FedEx: $21,80 to Europe for both new CD's instead of ship. USPS as it was before? FedEx is much more expensive. Thanks
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Submitted by cosmicbadger on Wed, 03/25/2009 - 12:06

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Someone on the Eurotraders group just got this reply to a query about the charges. >>>>>>>>>>>>>>>>>>>> We've changed our international shipping method to FedEx International Express in an effort to better serve our growing base of international customers. FedEx International Express usually delivers within 5 to 9 days, as opposed to USPS International, which my take up to 60 days for delivery and provides no tracking information. As you can imagine, the slow delivery and lack of tracking visibility was a major customer service issue. I do apologize that the rates are higher, but I sincerely believe you'll appreciate the better service that comes along with it. We appreciate your business and your feedback! >>>>>>>>>>>>>>>>>>>>
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Submitted by gratefulgerd on Wed, 03/25/2009 - 12:52

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Hello cosmicbadger, thanks for the information. This is very sad to hear. I've been ordering from GD Merchandise since the early 90's. Many, many, orders!. All via US Postal Service. Never been disappointed. Everything has arrived in a reasonable time. 5-9 days with FedEx is not really better!. And, if you add the higher shipping costs to the CD's, the total exceeds the free customs limit, which leads to additional custom fees. Seems I'm not able to pay about double. Sorry for that.
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Submitted by marye on Wed, 03/25/2009 - 14:22

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stay tuned on this. Discussions in progress.
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Submitted by marye on Wed, 03/25/2009 - 16:17

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from our friends at Rhino: "We are currently working to re-implement a more affordable shipping option on international orders. If you placed an order to be shipped outside of the US, we will contact you. If you haven’t yet due to the lack of a lower cost shipping option, please hang in there!"
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Submitted by jpo on Thu, 03/26/2009 - 15:11

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Since years I order quietly to gd store.This time since 10 days i didn t receive any infos or news about an placed order . Each time I try to contact the customer service all my messages fails in error!!! What I can do ? Who to contact? Jean Pierre
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Submitted by marye on Thu, 03/26/2009 - 15:57

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mail sent.
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Submitted by anrumler on Fri, 03/27/2009 - 09:27

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I thought these were supposed to ship on the 25th but I havent received that great "Your package has shipped" email yet. Anyone else who ordered these get the email yet? Just wondering cause I cant wait to hear them.
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Submitted by Oroboros on Fri, 03/27/2009 - 15:49

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password did not work. Asked to send me a new password. Said password sent. None recieved. Bummer. The Truth is realized in an instant, the act is practiced step by step.
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Submitted by marye on Fri, 03/27/2009 - 16:30

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I suspect this is a variant of the vanishing password problem we have here, but I don't have access to fix it. PM me your info and I'll pass it along to folks who can fix this.
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Submitted by Mitheral on Wed, 04/01/2009 - 09:41

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The last 4-5 orders for me have been very slow to ship. One order took so long that an item went out of stock and I was left hanging. Currently I am waiting on a pretty substantial order that has not shipped after 2 weeks, whats up? I did a customer service ticket and haven't received a reply yet. Anyone else having trouble with very slow shipping?
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Submitted by Mitheral on Wed, 04/01/2009 - 09:51

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I also noticed that the st patty shirt in my order is out of stock, I really hope I don't miss out out on that as well
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Submitted by anrumler on Wed, 04/01/2009 - 10:30

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Yea things seem to be taking a while to ship now. One of my recent orders took 3 weeks before it was shipped. I was promised that it wouldnt happen again but I have an order that is about a week old and it hasnt shipped yet. Guess I will just patiently wait.
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Submitted by anrumler on Thu, 04/02/2009 - 10:01

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Well I just received the order that I refered to in my previous post yesterday. They packaged 3 x Dick's Picks into a padded mailer and all 3 of the cases had huge cracks in them. Good thing I had some spare cases to fix them with. I dont want any replacements or anything I just wanted to let someone know that the jewel cases are not indestructible and should be packaged in a box.
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Submitted by marye on Thu, 04/02/2009 - 10:08

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sorry anrumler, I'll pass this along.
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Submitted by Mitheral on Thu, 04/02/2009 - 16:04

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I received mine as well, however it was missing one of the DP's I ordered. I emailed customer service and all I received was a system generated canceled order email without any mention of the missing CD.
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Submitted by knezevic23 on Tue, 04/14/2009 - 08:07

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Hey I was just wondering when my cd's were going to be shipped out. I can't wait to listen to them!!! I'm excited!!!
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Submitted by phan71 on Thu, 04/16/2009 - 09:09

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I placed an order a few days ago for one of the MP3 downloads. The website gave me an error when I placed the order, but I got the email confirmation and the order shows up in my order history. The downloads do not show up under "My Downloads". I tried using the contact customer support form, but I never received a response. Every time I call I can't get through. Can anyone help? (fwiw - it looks like the charge has not yet gone through on the credit card yet)
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Submitted by marye on Thu, 04/16/2009 - 10:23

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please send me a PM with your order number etc. Thanks.
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Submitted by brianhahne on Fri, 04/17/2009 - 07:02

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Ok back before the site "redesign", inserts were available for all the Dead Download series. Now they aren't there. An email to customer service said they weren't available at this time. Why?? I posted to the dead usenet site, and got the inserts from someone who bought the same shows I needed. So they DID exist. They just aren't out there now. Now the new tour... obviously some thought went into color coding the different shows... and making nice covers that align with the shirts that are on sale. I was at opening night and spent $100 on shirts. I'm not above paying for something I like. So I got the opening night cd. Again... no inserts. What gives? If my download expires and the download/flac files bundled together are to include the inserts, I'll have to get my download re-initiated to get them. Can't we just get the inserts back? Not all of us like stuff digitally all the time. I like cd's, in my hand to hold and look at. It's not an LP an more, but it's better than compression on an ipod and looking at a bitmap
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Submitted by extendedfriend on Fri, 04/17/2009 - 08:08

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pre orderd the dead concert for april 15 2009 and i did not recieve the download HELP what can i do?
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Submitted by marye on Fri, 04/17/2009 - 08:45

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I'll pass this along. I don't know the answer but I'll try to find out. Brian, ditto.
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Submitted by brianhahne on Fri, 04/17/2009 - 09:34

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I should say, of the 11 or so shows in the Dead Downloads series... I had 5 of them, all with inserts. I bought vol. 9 recently, and the inserts weren't there. I thought that was od...as i said the email to customer service said "there are no inserts online". Um.... ok... I posted to rec.music.gdead because I knew they existed... and got them. Luckily someone out there said he has all the inserts.. so I'll be able to get them. It's not that I'm going to ask him for the flac files.. just the inserts. :-) I'll support the boys always, and pay for what I want. So... like I said the new shows, obviously someone's putting time into making the insert covers.. what gives.
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Submitted by alanoc on Fri, 04/17/2009 - 16:35

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Also cannot access download of 4/14/09 despite payment being accepted and getting a confirmation email. No response from customer service despite emailing three hours ago! Order number 0130454