Grateful Dead

dead.net the official site

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.

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.

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.

I agree with your statements 100% stuman! I appreciate everything being done by Marye. After this, I'm not sure I'll be using this online store again...

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 !!

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!

please PM me your order number and any other relevant details and I'll look into it.

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.

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...

please pm me the details. Thanks.