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
reality checked and double checked
Mary,
I've ordered twice in the last couple of weeks, one for Road Trips Vol. 2 #4, and Download series Vol. 11 &12. Both orders went through with no problems. I've ordered quite a bit over the past year (Dick's Picks, Download series, Road Trips, etc.) without any issues. That is why I'm so concerned that my account information has gone on a long strange trip. I've always been able to log in with just my user name, both on the site and at the store. Not sure what's going on, but I'm not even able to order over the phone, because the order takers cannot get into my account????
Any help would be greatly appreciated.....
Rich
"All Who Wander Are Not Lost....."
For all your GD merchandise
And other rock & roll merchandise . Check out these folks . Gladis Glass and her sons are some of the nicest people I knew when I lived in N.J. ..
http://www.woodstocktradeco.com/
this is not a paid endorsment. just a kind note for kind folks I used to know.
thanks Rich
we're on the case and hope to have this straightened out soonest.
log-in for store orders
My username didn't work when I tried to log in, but my email address in the username box got me to my account -- didn't the box used to say "username or e-mail address", or am I hallucinating this morning?
I don't know if it's just me, but I'd try logging in under your email address before opening a new account.
BOX SET ETC
Hey, I'm having identical issues. I've tried to purchase the new box set and scrap book with two different credit cards about 10 times by logging in and logging off etc etc etc. No dice. I called the folks in India and they can't help. The last woman I spoke with (in India) told me that there is a problem that many people are having and I should try to purchase my items in two days. That "they" are working on the issue. "They", I assume, are the techies at Rhino et al. I think it would behoove y'all to mention the issue on the homepage so you don't get so much flack. Keep us posted as much as possible as these are limited edition items that some of us are bent on getting our hands on and not missing out on. Just a suggestion. Hopefully a good one.
All the best,
ggloyd
PS: Hey Marye! Yes, it is I, ggloyd, from the days of the deep otters. I will mention your greeting in the rh forum later today. I've been a long time gone from there but just yesterday made an appearance to complain about the outsourcing of customer service...among other things. I hope you're well!
"It's not my objective to get people to read, but to get them to think." -Montesquieu
Finally placed order
Marye,
I was finally able to place an order for the Winterland 77 box set. It took a few times before it went through, but at least I've got an order number now. My only remaining concern is what happened to my previous transaction history. I was not able to see that anywhere in my account history. It used to be there, I could go back and see the transaction number of my orders, what the orders were, etc, etc. Hopefully this will all get worked out and I won't wind up having two different account histories.
Also, FYI, the link to the customer service FAQ is not working. It comes back with a page not found error, and refers to searching a specific node, I think it was 1509 or something like that.
Thanks for your help.
Rich
"All Who Wander Are Not Lost....."
thanks Rich
I suspect the missing page is part of transitional weirdness and already on the list to get fixed, but I'll report this just in case.
HELP!
Hey Marye,I've been having no luck logging in to checkout with the new box set etc now for about three days. It tells me my user/pass is invalid when trying to checkout but then I can login here (the forum) no problem. I'd really like to get that box set with the bonus disc(s). Somehow I feel like I'm not alone with this issue. I can't imagine I'm solely locked out. But can you keep me posted on the goings on over there? And how come I can't just buy it over the phone. I've got a credit card and I want the box set. Anybody sellin? Can't believe I get India when I call customer service, too, btw. Nothing against Indians. But the greatest rock and roll embodiment of Americana outsourcing!?!? Crazy.
peace and lots of love
ggloyd
"It's not my objective to get people to read, but to get them to think." -Montesquieu
what order?
I can't get into my account and did just for the last releases and ordered then. I really don't want to create 2 accounts here. Entered my email address as suggested but no go then. I want to order while the extra disc is available. Is this problem with the accounts going to be fixed soon? I hope it is before the extra discs run out. I am loosing my enthusiasm for this purchase and I am sure others are too.
Not happy abut the outsourcing either but I will save my rant on that for another time. (soon)
If the doors of perception were cleansed, everything would appear to man as it is, infinite.
William Blake
re: I feel for marye... (sorry but i meant it to go here)
... as part of her job description, I guess she has to handle these wayward transactions on the store here. Why else would she get involved in this mess? That being said, I think the problem is with Rhino. I imagine they hired the lowest bidder to handle the merchandise, but that doesn't always prove to be the wisest choice. I can remember many, many issues with not only the credit card transactions, but with the product itself. Things like gluing the discs to the packaging, all the discs that are flawed and don't play properly, the Dead tour discs that had to be corrected through the Ratdog organization, not Deadnet (WTF), and the real kicker is the non-responsive "customer service" department. I mean, come on... I bet there are more than a few heads who don't order merchandise from Rhino, just because of the hassles involved. If you're patient, the intrepid buyer can find these goodies elsewhere on the net, and for QUITE a bit less too! Ya just gotta poke around...
The weird turn pro
I just tried to get into my store account by ordering something that I had no intention of buying. This time, I went straight into my shipping/billing page, NO request for username or password.
Is this the "fix"?
wow, that's surreal.
the only thing I can think of off the top of my head is that you didn't log out of your last session. Can we eliminate that possibility before I report this so we can narrow it down? Thanks.
I thought of that
So I logged out, logged back in, tried again. Same result. This seems a little more unsettling for some reason than NOT being able to access my account...
Ok, now I'm completely freaked out
I just logged out and tried the same trick without logging back in. Still took me to my shipping/billing page (and thus my personal info) without asking for a username or password.
I'm not even doing this from my registered email address....
in other news
for the moment I've commandeered the header of this topic for posting updates.
If you're having different problems from the ones addressed above please speak up. If you're having the same problems mentioned above and getting a different outcome, please speak up about that too.
Thanks much.
Missing Page
THATS IT. A missing page. During Check out it never asks for my user name or password. If i log out and come back it goes right to the check out page and never asks for your store user name and password.
Chuck
Reading between the lines...
... "Dead.net is currently transitioning to new fulfillment and customer service partners." Does this, by any chance, mean the lowest bidder? I wish they would have asked me, as it so happens my third cousin, twice removed, owns a VERY reasonably priced customer service partnership in Dirkadirkastan... oh well maybe next time...
unbelievable
my goodness how the sales side of this organisation makes life hard for itself and its customers. With just about every new release it is the same sorry mess
'Fullfillment' is a horrible word invented by US marketing hacks, but I don't think anyone is feeling fulfilled right now. Conversely the situation is best described by one of the best words invented in the USA: Clusterfuck.
Marye you are the best: Where would we be without your help?
truth or fiction
Marye blinks as a new message drops into her inbox. It’s from the Deadnet intranet.
‘Good news folks’ the message says ‘we’ve just announced the latest Grateful Dead box set on Deadnet’
‘Good news for who?’ mutters Marye to her dogs, who somehow sense what is coming and cower in the corner.
Marye goes into action.
First thing she does is to find out who this week’s ‘Fulfilment’ company is and to put them on speed dial. Eeeek, how much does it cost to phone THERE?
Favourite food delivery outfits also on the speed dial.
A quick explanatory email to family and friends (they are used to it by now).
Then it’s time to check the supply of herbal teas and other more powerful calming aids.
Deep breathing, deep breathing.
A dog shuffles up nervously looking for a comforting stroke.
‘It’s OK’ she says ‘it’s the waiting that’s the worst’
The clock ticks
No point in putting it off any longer.
Marye logs onto Deadnet.
She cruises the forums and launches a couple of vines, but she knows that she is avoiding the inevitable.
She takes a last deep breath, points and clicks:
‘Got Issues with Your Store Order?’
;-)
Amen, Badger
If Mary is handling all of this "customer service", then she and Buddy's cousin may as well be getting paid to do all of the "fullfillment" as well.
Dirkadirkastan...somewhere near Elbonia? Like most Americans, geography isn't one of my strengths.
Continued thanks, Mary.
Oh LOWER Slobovia
Of course, what was I thinking? I think I once had a layover there on the way to Slovenia.
Thanks, Johnman, and what are you doing up at this ungodly hour of the morning?
Ya know....
.... looking at the dead.net website these days it is easy to see how much traffic has fallen off since TD toured this spring. The tour translated into increased sales for the band but Rhino et.al. chose a crappy fulfillment team to partner with, partially based out of India.
You have to ask yourself how stupid could they be wasting this momentum? Are they so stoned they can't make a rational decision? I know that based on the responses I've seen here that I'm never going to order as long as problems like this exist.
Wait a second, I'm getting a call....
OK, now I understand. Uncle Duke has the contract and he is running the show out of Bezerkistan.
~ Cue balls made of styrafoam and no one's got the time ~
Somewhere In India
Kalini: Hi Honey, welcome home. How was your day job?
Raj: Well Dear I was reassigned and am now doing the phone fulfillment for some music group called the Grateful Dead who have a website called Deadnet which is run by a Rhino and is a subsidiary of Warner Brothers Entertainment.
Kalini: That all sounds very strange, are you sure that you are OK?
Raj: No, I am not sure I am OK.
Kalini: Well tell me all about it. Is Deadnet like Indra’s Web? What is Grateful Dead and what do Rhinos have to do with it?
Raj: It seems that there are these people all over the world but mainly in the United States and Europe called Deadheads and they followed this music group called the Grateful Dead around for about 30 years so they could see their guru Jerry play guitar with the other Grateful Dead musicians. The Deadheads and the Grateful Dead all used to have long straggly hair like the holy men on the Ganges and they would smoke lots of hemp and the music would go on and on an on like a Ravi Shankar song. Some of them just lived to go to the shows by the Grateful Dead and didn’t like to work much and weren’t trying to get ahead like normal Americans.
Kalini: Raj, I’m worried, are you getting involved in a cult?
Raj: It kind of seems like it, I am not sure, I don’t know, it gets so confusing. These Deadheads keep saying things like cool, groovy, far out , dig it and man even though it is hot here and I don’t know what they are digging or asking me to dig.
Kalini: Here have a cup of tea, that will help you.
Raj: Is it organic?
Kalini: What, you never cared before today, what is coming over you?
Raj: I don’t know whenever I try to just relax and shut my eyes I keep seeing dancing bears and skulls with roses on their heads. At night I keep having these dreams where I am smashing an ice cream cone into my forehead. But I will get by, I told my boss “Don’t ease me in” to this job, it shouldn’t be too hard to handle, at least it is better than the other one. At least I know, My time coming any day, don't worry 'bout me, no
Kalini: OK, I just don’t want your job to be run by a ship of fools, and that you aren’t just there for the money, money.
If the doors of perception were cleansed, everything would appear to man as it is, infinite.
William Blake
Hal's slant
is just what the Doctor ordered.'What the Doctor said
Good Lovin'
Early in the morning
Good Lovin'
Late in the evening
Good Lovin'
All over this woild
Good Lovin'
Got to have lovin'
Good Lovin'
Thanks for the reminder, Hal.
Grate post!
The Truth is realized in an instant, the act is practiced step by step.
account history
I was able to complete my purchase of the June '77 box set, but had to create a 2nd account using my same email address. Is this really a 2nd account? You used to be able to log into the store and view your purchase history and past transactions. I don't see that ability to anymore. Is that gone for good, or is just lost in the shuffle of moving everything around. That is an invaluable tool to have, keeping track of what I've spent here.
"All Who Wander Are Not Lost....."
Store login
Way back on page 4 of this continuing story, Marye said: "remember your store ID and login are separate from your Dead.net ID and login". Now, I may be missing something here, but on the store homepage I can see no possibility to login. As I recall, one used to be able to login at the store on the front page then, for instance, check ones purchase history. Is it now only possible to login during the purchase procedure - as I was prompted to do whilst purchasing this box? Please excuse me if I am missing something blindingly obvious here, but I just cannot see a login possibility anymore.
in response to a question back there somewhere
there are currently lots and lots of downloads available in the Store, and I hope the available offerings are a good match to what you've been looking for, at least at the moment. And now back to our regularly scheduled issues...
Hello,Sorry if it's not the
Hello,
Sorry if it's not the right place to post but I do have a problem with the last order I placed.
I bought the road trips 2.4 (with bonus cd) and the pure jerry vol 9 on the 09/04/09, and I have not yet received a shipping notification for this order. I know the move to another warehouse could cause a 3 to 4 days delay, but we are the 22th of september today, almost 3 weeks now. To be fair, I am a deadstore customer since 6 years, and I never had any problem with an order until now. But that's exactly because I never experienced any problem that I start to wonder what the trouble could be. So any info on the status of my order would be welcome (order number 0176339).
Thanks for your time,
Frederic Doncel
see topic header
for an update on the international shipping weirdness. Short version, you'll get a refund if you've already been charged, your package will go out at the faster speed for the price of the slower.
problems with getting orders through
While some people who previously reported that they couldn't get their orders through are now reporting success, others are still having problems. As noted in the latest update in the header, there is now a designated place to address this issue: orderproblems (at) dead.net.
As always, if something's still not working as it should, speak up. Thanks.
Rhino quandry??
Marye,
It's being reported/rumoured on the Internet (via Variety) that there are major rumblings and shakeups going on with Rhino. Have you heard anything?
Rich
"All Who Wander Are Not Lost....."
Download Series?
I was wondering what happened to the Download Series. I have several volumes and was hoping to get all of them, 13 in total I believe. But I can't seem to find them anywhere in the new store design. They're not in the "Downloads" section, where one might logically expect. Are they still available? Thanks.
re: Rhino quandry??
QUOTE: "It's being reported/rumoured on the Internet (via Variety) that there are major rumblings and shakeups going on with Rhino. Have you heard anything?"
I'm not presently disposed to discuss these operations, sir. I am unaware of any such activity or operation - nor would I be disposed to discuss such an operation if it did in fact exist, sir.
hmm
The article says that Rhino layed off between 30 and 40 people yesterday. I sure hope she is not one of them, I don't think she has posted on the site either yesterday or today. Letting her go would be just plain stupid on the part of Rhino, lets hope they have more sense than that. Wishing you the best marye and hoping you are still with us.
If the doors of perception were cleansed, everything would appear to man as it is, infinite.
William Blake
it ain't so! it ain't so!
I'm happy to report I'm still here. Not so happy for other folks who aren't though. Thanks for all the kind words; I think we'll get by.