Forums
(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
same problem here
Sorry up front if his is the wrong thread.Recently i bought "Dead ’09: Greensboro, NC 4/12/09 256k MP3 Download " and I got the confirmation Email and it directed me to http://www.deadnetstore.com/User/MyDownloads.aspx to download. so my question is how long does it take to be able to download? I talked to 4 customer service reps for the GD store and I regret to say they where full of fail. All they did was repeat my order to me and told me they cant help me for 4 days. Any info will help greatly.
with people having problems with this problem. It would be nice to have a thread to resolve this problem.
Please help,
Fatjackson
FYI, alanoc might not be wise to post your order info on the public boards. =)
Ok i hope this helps
I my default browser is firefox. So I tried going to my downloads on the site thru IE and it came right up.
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.
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.
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.
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?
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.
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...........
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.
International CD orders done by Fed Ex
I'm very disappointed. All my mails to the customer support -oldest April 6, concerning the shipping problems have not been answered yet. My recent CD orders where announced to be shipped by USPS! But shipping actually was done by FedEx.
Fed Ex charges every time, the value of a package is higher than ca. $ 27, an administration fee of Euro 11.90 (ca. $16) for handling the customs! Custom duties will be added. USPS has no fees, just collects customs duties. Who can help?
G.
Updates on inserts? Another question....
Looking for some updates on the inserts for downloads. I'm sure this is an important topic to more than just me...
Also, I emailed customer service regarding the fact that I accidentally ordered two of the To Terrapin cd's.... I forgot I had pre-ordered... then ordered again. I wanted to see if I could return one... but no one has answered my inquiry.
Update from Customer Service
Called the number listed at
http://www.deadnetstore.com/Help.aspx
Got a very nice customer service person, Lena on the phone. She unfortunately could not locate my account by name or e-mail address.
Inquired about the order of the 2009 tour downloads. She said that all the CSRs had gotten notification of some sort that ALL show downloads would take 24-36 hours to process and that a seperate e-mail should be sent to indicate when a purchased show would be ready for download.
She took my order number and told me she would forward a request to their "IT Department" to have the shows posted and the notification e-mail resent.
So, we learned it will take a minimum of 24 hours up to 36 hours after order for ANY show to become available, regardless if it has been released already, and that a seperate e-mail would be sent.
I asked Lena to pass on to the powers that be they really need to clarify the order process and post the information prominently on the website to cut down on customer frustration and confusion.
She thought that was a great idea . . . :^)
For those of you still having trouble, try calling.
PLEASE HELP!
I ordered some CD's from Deadnet and have been given the run-around for three weeks. Every time I call the 1-887-deadnet I talk with someone new. They never can find my order and then make up a different excuse why it hasn't been shipped. They say they will escalate it to the corporate office, another time they say they will escalate it to the billing department; another time they say they will escalate it to the warehouse, etc. Last week they told me it would be shipped in 24 hrs, but 4 days later it still has not been shipped!! They never return calls and I have had to call several times a week, to only get another reason why it has not been sent. I cannot get a clear answer from them.
This is the most frustrating thing I have ever dealt with. I really cannot believe how unprofessional and disorganized they are. Do you know anyone or any place I can turn too? For Help!
Anything would be appreciated – Thanks Bryce
This is BS
I ordered a T shirt on April 14th and had priority shipping (2-3 days). It is the 23 and still havent recieved it. I called customer service on monday and they said it was shipped. I just called today and they said it has not been shipped they are waiting for it or something like that. These people i spoke to barley speak english and it takes them 10 min to get the spelling of my name right. What the hell are they doing over there at the dead.net store besides outsourcing jobs to a bunch of indian people named "frank" and "jeff". This really upsets me.
to bryce26:
I am experiencing the same problems. They said they were gonna have the corporate office call me but we all know that in not gonna happen. This is f-in bullshit. For the amount of money the dead are making these days, cant they at least oversee their store? I refuse to buy anything else from this website.
I ordered items on 4-11-09
was notified they were shipped on 4-22-09 and received on 4-23-09. Got the cheapest shipping ($2.50 for DVD & sticker).My original order (2 weeks before) was a snafu by my credit card company. But we got it done and I am watching RFK '91 right now. Want to say THANKS to the store for the grate service.
The Truth is realized in an instant, the act is practiced step by step.
struggles!
i too have been having struggles w the store.
i sent two unanswered emails and made a phone call to the number listed (an indian guy named sam). i too was told my issue would be escalated to the next level. the next day i got shipping notification and the next i got my complete pure jerry series (yippeee!!!!!). i am certain there is no correlation to the call and the shipping... merely a coincidence....
this wasn't the only time i've had an issue with an order, but this was the only time i felt the store wasn't interested in my issue and that i had to do all the legwork... disappointing, of course. i got what i ordered but i am leery about ordering from them again... they will need to have something really spectacular to lure me in again.
i also noticed, as someone else pointed out earlier, that the 'hold' music for dead.net customer service is NOT the grateful dead but instead the standard muzak elevator crap... a sad irony in this day and age that the technology can't (won't??) customize that!
good luck to those of you still waiting.
caroline
why the damn outsourcing
when there are so damned many people out of work HERE??????......i could use a job fer crine outloud!!!!
My newbie screwup ... rectumfiable? :)
Did my first Store order to d/l Charlottesville 4/15 show and thought it didn't go through so ordered again. Now find I've purchased two d/l of the same show. I've d/l one now so am hoping I could get credit for the other applied to let me d/l the Washington D.C. show.
Is that workable somehow? Store name slightly different from user name here: ace-1@cox.net; used the hyphen in the Store name cuz it's in my e-mail.
Thanks for any kindness and I'm grateful to be hopeful!
@->--- @->--- @->--- @->--- @->--- @->---
I dunno, it must have been the roses!
First show 11/23/68 ATHENS OHIO ... Anyone have it for trade?
Cheer'n'merry Sunshine!
A recommendation for those having problems w/ order fulfillment.
Like many, I was one of those who ordered the RT/PJ combo and did not receive the bonus disc. Forum posts suggested Customer Service was aware of the issue, so I waited a week.
Still nothing.
Marye graciously solicited PMs from those still waiting, and she supposedly passed the word on my situation.
Still nada.
Like others, I tried contacting CS via the contact form on the store site. My query languishes there, unanswered, to this day.
I called the toll-free number and spoke to someone with a nearly incomprehensible foreign accent who apparently had similar difficulty understanding me. After providing my order number and having to slowly spell out my name and e-mail address, the CSR promised to notify the proper authorities.
And four days later, I GOT MY BONUS DISC (sent by 2nd Day Air).
Reading posts here, I feel fortunate. I have had some most unpleasant experiences recently with dead.net Customer Service. My next step would've been to contact the US Better Business Bureau, and I encourage all US customers who have order fulfillment issues to do so at
https://odr.bbb.org/odrweb/public/getstarted.aspx
The BBB gets involved with trying to settle disputes, and I've had good luck in the past when they've intervened. In addition, they maintain ratings on companies based on their performance.
The Dead have always been an 'A' band. Let's make sure dead.net gets with that program.
Grateful Head
Hey now brothers and sisters, here's a happy story: I got mail from Meggan at store's customer service that my situation had been corrected (I d/l two of same show as a newbie... yeah I posed with the cone for Europe 72... and would rather have D.C. from this tour. Message said my credit card was refunded the cost of the 2nd d/l so when I see it appear in the online bank account, I''m gonna d/l Washington D.C.
Looks like they got it together (or Meggan found it and patched its bones) for me, and I know they will for you too!
@->--- @->--- @->--- @->--- @->--- @->---
I dunno, it *must* have been the roses!
First show 11/23/68 ATHENS OHIO ... Anyone have it for trade?
Cheer'n'merry Sunshine!
4.25 MSG show pre-order
Good morning,
I placed a pre-order for the download of 4.25 MSG show and have yet to see it available for d/l. Will I be sing that soon ?
brenodo
patience will get you nowhere
I called in to the phone support number and the woman insisted on speaking spanish to me, would put me on hold and return to speak spanish again. Are the GD only offering help in spanish now-a-days ? hmmmm
brenodo
4-19-09 worcester mass. CD 2 songs 2-5 not recorded right
I bought the above recording at the Buffalo show, but was disappointed when halfway through Fire on the Mountain, the CD started skipping and does not play right until song 6. Discs 1 and 3 are ok but I need a replacement disc 2. Since I didn't order it from the store here online I was hoping you could at least give me a number to call or something. My email to customer service has not been answered though. Can anyone help me?Schankowitz@yahoo.com
Thanks
Steve
DeadNet orders
I would like to know if anyone else is having MAJOR problems gettong their orders from the website.I placed an order several weeks ago and can't even get an order confirmation.Any suggestions on how I should approach this?
International Orders
This is my last try to get any reply about problems with my recent international orders. I'm about to give up ordering from GD Merch. and leave the online community since it seems only money is what it's all about. Pls. excuse my abilities to express myself in proper English.- my mails to the customer service have not been answered for over 4 weeks
- recent CD orders were sent by FedEx instead of shipments with USPS (as order form said)
- this led to unnecessary administration fees for customs handlings, charged from FedEx
- means, in addition to the custom fees, FedEx charges ca. $ 16 for each order to do the
customs processing. No matter if you ordered a 100 CD's or just a single one!
- USPS doesn't charge any fees!
- USPS might be a little bit slower but always was liable. My experience for
lots of GD-orders goes back to the early 90's
- for the last two orders I've paid an extra of ca 32 $ to FedEx (plus custom fees and shipping)
- subject here is the FedEx handling of 32 $.
Since GD-Merch. has not responded to my concerns and I'm not willing and able to pay a fortune in future music orders I'll just give up collecting!
I maybe should not have accepted the deliveries from the FedEx guy.
gratefulgerd
My compliment...
Seems like I don't get to say enough positive things. All the merch I've ever ordered from mail order when they were out of Passadena was always processed correctly and quickly and I never had any problems, other than a bit of a wait, like maybe an extra week.
Now, I notice they are out of Van Nuys. Is this the same folks or have they changed the people who do their fulfillment? If they are different, why did they change? Seems like the old folks were doing a really good job, for me anyway...
My order
I placed an order over a week ago. Some merchandise, shirt etc and the packaged download of the East Rutherford Shows 4/28 and 4/29. I have an order number and have sent 3 emails to customer service with no response. The shows are both individuly available for download and it was stated that any show should be available after 24/48 hours. What is going on? it has been 8 days and I can't get any help. Please help. PS after 8 days I would have exprcted my merchandise to be shipped as well.
Marye, PLEASE HELP
Hi Marye, I sent you a PM regarding a store issue based on what I've read here. Hopefully you can help me out with the issues I'm having as well. Thanks in advance!
based on above posts
I`m glad i never ordered anything from the store , and never will . looks like Marye has her hands full .. your a good person Marye , going above and beyond being just a mod
but customer service investigator as well .. way to go Marye !!
Realization
So after doing my due diligence of reading through this thread for a few pages, it seems that the answer to those with Download issues have to wait 2-4 days from the day of purchase even though the email says you can get the download now. I would be interested to see how many people are able to get their downloads after that time period.
As far as anything else out of the store that requires shipping, I don't know. I pre-ordered the purple 2009 tour shirt as well as the 2009 white SYF shirt. I guess we'll see how that goes.
I ordered everything last night so I guess we'll see if my download becomes available in the next couple of days.
Everyone keep the forum posted on the status of your order and maybe we can figure some stuff out.
Update
Ok, so I got "the call" from Meagan (sp?) today and she worked with me on my order. She was very helpful and told me my issue was because my credit card wouldn't be charged until the pre-order shirt was available. She cancelled my order and split it up into two parts so my downloads could be charged and processed. This could take anywhere from a couple hours to a couple days to process and appear in my downloads page.
I guess we'll see what happens. Hopefully I won't have anymore issues with my Dead orders. I'll keep everyone posted.
I ordered the download from
I ordered the download from the LA show and a t-shirt from the online store. I placed the order at 4:00pm PST yesterday. According to the receipt I could download the show NOW. There is no download or link on the "my downloads" page. I called customer support, err India, twice and got two responses. The first told me that my card couldn't get "authorized" even though I told the agent that funds had been taken out of my account. The second guy, got disconnected from first, told me I had to wait 24-48 hours before it would be available. 24-48 hours??? Seriously?
I haven't gotten the link. To be honest I can go and download the soundboards (for free) on several different sites and guess this is what we get when we try and fuel the system the feeds us.
I paid for priority shipping which was an additional charge and my order hasn't been processed over 36 hours later. The t-shirt should have been shipped independently of the fiasco which is the Dead's download service.
I'm considering a call to the BBB and calling MC and instituting a chargeback. Whoever is running this store will be fined if too many chargebacks are reported. It's drastic yes, but I feel rather powerless and it doesn't appear that whoever is running this store really cares because I can't get in contact with anyone.
the MUSIC should NEVER be flawed
it's ok if merchandise,etc. is wrong, fubar, whatever. but the MUSIC better come out right...argh. have had SO many issues w/ the tunes...unacceptable.period.
Problem with past and current orders!
I've had some problems with both the website and orders in the past. Recently, in March '09 while ordering some downloads, the website just kicked me off, but still had connection. So I logged back on to the site and store, checked to see status of order, nothing there, so I placed the order. Ended up getting two(2) of everything and was charged twice. I placed an inquiry with the credit card company who worked things out as far as payment goes. I placed many emails to customer service and I am still waiting for a reply so I can send back all the doubles (the right thing to do!!!). Yesterday (5-13-09) I ordered the complete '09 Tour downloads, was charged and have a order confirmation, but can not download anything when following the links. Looking for some help!!!!Hopefully, Help Is On The Way!!!
Listening since '74
They canceled my order
Just talked with India about my order. Got the runaround. Again. I ordered 48 hours ago. My card has been charged. Funds have been removed from my account. My download still isn't available. My t-shirt still hasn't been shipped even though I paid for priority. My order hasn't been processed and never received an email confirmation even though I have been charged.
The customer service agent somehow took it upon himself to cancel my order. Just got an email that it had been canceled. Not sure why. Guess it's back to square one. I have the option to go through this again or bail and find the product elsewhere. I'm going to pack it in and never go through this site for anything again. In the age of technology dead.net is suddenly inept. Gone are the good ole days.
smokey, peev
please send me your order info in a PM and I'll see what I can do. So sorry.
tripper, are you expressing a philosophic principle or do you have an item with defective tunes?
My update
Marye,
I PM'd you the details, but I am still waiting (day 7) for downloads and nothing about my shirt that was supposed ship last Friday. I pre-ordered the purple tour shirt which was supposed to ship on the 11th, but nothing on that either.
I have been charged and money has been withdrawn so needless to say, I am very frustrated. I may have to drastic measures just as the rest of you have stated.
As a newer fan of the band, this is has not been too promising. I don't see myself doing business dead.net again after this fiasco is sorted out.