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November 13, 2003 12:36 AM

Broken: Grateful Dead customer service

Seth Godin writes about his broken experience with the Grateful Dead catalog and online store:

Anyway, after a few minutes, a nice guy answered and said, "Are you calling to buy Dicks Picks #30?" I responded in the affirmative. And then he said this (I'm not making this up):

"We won't have it until tomorrow, and until we have it, I can't take your order."


Give me a break! We're talking the Grateful Dead here. Call back tomorrow, if you remember.

Posted by: Steve at November 14, 2003 08:15 AM

The real question should be, why is this guy buying Dick Picks?

Posted by: Joe Macdonald at December 13, 2003 03:17 PM

totally agree. the dead customer service workers are totally clueless about customer service. have had multiple problems with them more than once. and they don't learn. they have no understanding of excellence or of continual improvement. they don't know what Jerry meant when he said: "do the best you can and then do it better."

they shipped my order via ups to a p.o. box. and the woman in c service had no idea why this is their problem rather than mine (which it is now...). every other online fulfillment service would have contacted me for a different address.

and she was obnoxious and overbearing and would not listen at all. these dead customer service chumps have no training in customer service. if it doesn't affect them, they just don't care.

Posted by: gibson bliss at November 2, 2004 12:01 AM

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