Grateful Dead

dead.net the official site

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.

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...........

email and PM sent.

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.

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?

thanks for this illuminating thread, which I am passing on in hopes of solving some of these issues!

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.

.....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.

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.

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