So
Phish has officially anounced what we heard about
several days ago, the double DVD/CD bundle of this summer's
Alpine Valley shows. The
pre-order from Dry Goods comes with an excusive CD of past shows at this venue.
But although these shows are great (listen to, download and share some tracks bellow) and the bonus CD a great gift, I won't order it, at least from Dry Goods.
Down with Disease > What's the Use
Dirt
Bug
Yes, after last year's Joy Box fiasco, I hoped Music Today would have made some improvements in the way they treat their customers but I was wrong.
In september, the guy I was in contact with last year gave me a 1$ internatinal shipping code. I've used it the best I could with a 148$ order that included the Coral Sky DVD+CD, Moss CD+Vinyl and some other items that are "heavy", at least for the shipping fees, like playing cards and tablature books.
As I'm writing this, my order placed on the 22th september is "partialy" somewhere between USA and France. Yes, the order status on the Dry Goods site has been changed from "In process" to "Partial Ship" after I asked the customer service why it was shipped several weeks after the Coral Sky and Moss release.
But just like last year, I had to ask Music Today's Account Manager directly to have an answer. I leave you with our correspondance.
From Yome NetSan
To Phish Dry Goods <customerservice@phish.com>
22th October 2010
Hi,
I placed an order on 22th september that included Pre-order for Coral Sky and Moss (order number is 26200383).
Both items are now released for several days but my order status on the Dry Goods web site is still "in progress".
I'd like to know when it will be shipped ?
I'm sad to see that, after last year's Joy Box fiasco (ordered on 11th august 2009 and received on 27th january 2010, see here), international shippings are still very slow...
I do hope you will answer me, not like last year where I had to contact J. W. directly...
Thanks.
From Yome NetSan
To Phish Dry Goods <customerservice@phish.com>
Cc J.W. <xxx@musictoday.com>
27th October 2010
Hello,
I got no answer from your about the delay of my order.
I checked this morning and every item seems to be available on the site except for the Joey Arkenstat CD (PHCD12). If that's the reason of the delay , the least thing you could do is keeping me updated and response to my query.
I hope this order won't take as much time to be delivered as last year's because I will move to a new house next month !
From Dry Goods Store
To Yome NetSan
28th October 2010
Recently you requested assistance from our email support center. Below is a summary of your request and our response.
Response (Sherry) 10/28/2010 04:56 PM
Hello,
Our records indicate that your order shipped on 10/28/10. International orders ship via IMEX Bulk. We are not provided individual tracking numbers. Regardless of delivery location and due to recent border restrictions, International delivery can sometimes take up to 24 business days. IMEX delivers to your local mail carrier who then delivers to the address provided with your order. If you do not receive your order by the 24th business day, please check with your local post office as they may be holding your order. If you are unable to locate your order, please verify with us your correct shipping address and we will investigate your delivery issue.
If you have any further questions or concerns, feel free to contact us.
Sincerely,
From Yome NetSan
To Phish Dry Goods <customerservice@phish.com>
Cc J.W. <xxx@musictoday.com>
29th October 2010
Hi,
Thanks for your answer but I can't help but find "strange" that my order finally shipped after my 2 emails...
Moreover, when I see at the order status of the Dry Goods web site, I read "partial ship".
What item has not been shipped and when will it be ?
I'd like to have a specific answer on this instead of your "ready to sent" message (I've received this exact same answer several times last year when I was waiting for another order from you).
From Yome NetSan
To Phish Dry Goods <customerservice@phish.com>
Cc J.W. <xxx@musictoday.com>
Cc Betty Frost <bettyfrost@phish.com>
4th November 2010
Hi again,
Is that too much to ask for an answer for my question from a "customer service" ?
I'll isolate the question for a more easy read :
What item has not been shipped and when will it be ?
From J.W. <xxx@musictoday.com>
From Yome NetSan
4th November 2010
Hi G –
Sorry for the lack of reply on this from our CS team.
I should have a resolution for you today. Just confirming a few refund amounts...
Thanks,
From J.W. <xxx@musictoday.com>
From Yome NetSan
4th November 2010
Sorry to say that we had a shortage on the bonus cards (signed by Mike) that were to be included with each order of Moss, and the inventory on those cards was zeroed out when your order was due to be packed.
I’ve refunded you the amount of the Moss CD ($12) since the signed card was likely a big factor in your decision to pre-order from us. I’m sorry about the shortage, and I am sure it’s disappointing. We had requested a second batch of cards from management when the shortage was noticed, but we were told there would be no more. That said, I am going to explain that you are one of the customers affected by the Joy Box issue. It is unlikely that we will get more, but perhaps they will find a way to help make this right with some other item.
I’ll let you know what I find out.
Thanks,
From
Yome NetSan
To
J.W. <xxx@musictoday.com>4th November 2010
Whaw... I didn't expect that...
Indeed, I order my Phish items from Dry Goods because of the exclusive pre-order bonus. Indeed, it's very disappointing, but I can understand that Mike Gordon has better to do than sign a new batch of cards ;)
So that's the reason why my order is noted as "Partial ship" on the website ?
What about the Joey Arkenstat CD (PHCD12) that I ordered but appears to be sold out on the Dry Goods site ? I asked CS with this question but got no answer.
Before I placed my last order, I also asked CS 2 questions about the last Mike Gordon Live CD (who isn't in Dry Goods no more but is available from livephish.com) and when would the second leg of summer tour 2010 (August) will be available on CD on Dry Goods. Needless to say, I got no answer.
I finally ordered the MG CD from livephish.com on the 9th oct. and I received it on the 20th.
Just a reminder, I placed my order on Dry Goods on the 22th sept. and still waiting for it...
I'm sorry to bother you with such things but writing to is the only way I found to have answers to my messages. How do you other customers do ?
I got no news of why my order has been delayed, I got no "reel" answer to my message to the CS and my order "magicaly" got shipped the day the CS finally answered... with a "ready-to-be-sent" that almost sounds like "yeah it's shipped from some days, you should have seen it for the site !".
I'm sad to see that these problems haven't been solved since last year. "Communication is the key", that's what we agreed about at the end but nothing has changed...
Alphine Valley 2010, the new DVD/CD from Phish has been officially announced today. Once again, an exclusive bonus CD is given with each order. What would make me pre-order it right away just one month ago have no effect on me right now. I guess I'll go order this item from Amazon and get the bonus CD from eBay. Even it wouldn't be easy to find it, it would be less worries than waiting for it to be shipped from Dry Goods... And I don't speak about the shipping fees (even if I thank you for the 1$ shipping code you sent me, that's the order I'm waiting and I use the opportunity of this code to make a almost 150$ order).
So, I hope you'll come back to me with some good news about the "Partial ship" soon.
Thanks for reading.
