I GET A REPLY !!!

Eric Lynch

Support - can we please look into this? Thanks!


WTF ...

They said it would take 7-10 business days to process the check and 7-14 for it to arrive. I'm fine with this amount of time, although I think it could process in literally 20 minutes if you guys wanted it to. Also, I'm paying $25 for Fedex supposedly. How the hell does it take 14 days, it should be airmail for that price and overnighted or next day.

Lol, what your sarcasm says to me is; "I'm incapable of a logical response, so I'm going to be sarcastic."

No, I think your post was spot on when you said players on Lock were "compromised". Why would I be sarcastic? Maybe I was being just a tad humorous mocking your assertion that Lock players are so bad as players they never cash out. However, I think you nailed it in your post when you said Lock players were "compromised". That is the main thing we both agree on. Sorry if it came across as sarcastic. I actually agree 100% with you on that point.

I try to avoid this forum most of the time, but to be fair to Bob, in almost every thread I read there is someone complaining about the lack of support.

The last time support answered me was 5/20/2012, I've been waiting 2 months for a response and it is not only support; emails to you, Rizen and lock pros and even PM's have all fallen on deaf ears too.

I want to let people know that some people are getting responses from support. I've never waited longer then 2 days (last week) and today received a response from a question I asked yesterday. I rarely send questions though.

I've been critical of some of the things going on so I'm not a shill. They do have a lot to improve but hopefully they can get it done.

Wi, I have no idea what your magical formula is but that is certainly good to hear. I'm on 8 emails over 15 days without a single response at all. I must run really bad. I mean, Shane said they are responding to SOME emails.

I seriously don't get why they would not have gone backwards and found the one I sent 15 days ago by now. Email doesn't vanish or expire unless you delete it yourself. Should still have the first one.

Why are the people sending screenshots being told to do so again? I mean, I get it that they will improve their support. But there are simple, idiotic things that shouldnt be happening right now no matter how shorthanded they are.

Uh, depending on how your server is set up and what changes you make to the delivery system and who's quit or on vacation and how e-mail is routed and how bad a tech screwed up, it's easy for e-mail to disappear and need to be sent again.

Quite a few of the posts I read here say the poster has no clue how websites really work and it's understandable, but don't think because your single gmail or yahoo account has all mail sent to one address delivered to the same inbox that all do.

My guess is they have a fairly advanced routing system to handle all the e-mail they must receive (if I designed it, it would definitely be that way), because when you run a business you need to not only receive e-mail and generate responses, you need to follow-up on the replies your employees are sending so you know they are doing their job and not just clicking 'delete' and saying they are all taken care of.

Unfortunately, the complexity of this type of system sometimes (often initially upon launching) causes issues when you are making huge changes to the system, such as adding a large number of support staff capable of handling network and site support rather than simply single site support.

They have said they are 'short staffed' repeatedly...

To bring network and site support staff online, they likely need to overhaul the entire system they were using, which means there will often be 'glitches' where things are 'lost in space' during the transition, which would require them to be sent again.

I've read a bunch of the issues reported here and I agree they could have done a better job handling the transition initially, but it didn't happen...

Monday or so I read there would be more support online the 22nd or somewhere around then.

Why The **** do people insist on complaining about and repeatedly asking about something they already have acknowledged needs to be and is being fixed?

Do you honestly think they can have the support staff ready earlier, because you yell more and actually create more work for them by posting the same BS over and over and over and emailing over and over and over about the same issue.

Can you imagine going through an inbox where you were 3 days behind and then started getting the same f'ing question from the same person day after day after day and multiple times on the same day and having to read it over and over and over again... It must be quite a bit like our friendly troll with the 20 (or whatever) accounts who posts the same **** post after post, day after day... (Think about it.)

****, how much longer do you all think you've delayed replies to everyone by e-mail them constantly, rather than exercising a bit of patience?

PayPal, a $ billion company, routinely takes 48 to 72 hours to reply to my questions, but there are people here e-mailing every day or multiple times per day when they don't get a reply in 24 hours...

You do realize every time someone else sends multiple e-mails before you, they delay your reply, because someone has to read all of those before they get to yours, right?

You really sent 8 e-mails with the same question in 15 days MicroBob? I've waited a week for PayPal to reply to me before...

My guess is you should probably thank the impatient people who did that before you for your delay in getting a reply, and then the people who sent questions after you can thank you for their delay...

Your lack of patience in waiting for replies is everyone's worst enemy in getting replies, because you just backlog the f*ck outa the system that's already short with one question that has to answered once and then read repeatedly by the support staff...

Do people really NOT sense frustration in this post? Would you make a 'billable hours' snip if you weren't frustrated? I wouldn't...

Can people not really figure out there are times Shane can't say anything about situations, even if he wants to?

WOW, Shane got some bad info from someone who thought something was going to happen sooner than it was...

That's never happened to any of you in business, has it?
Nah... You all have all the answers to every single question and you're always right and the info you get is always good and you're totally on top of everything. Things like the preceding only happen at Lock and other places that are going under, not 'good businesses' like the one you work for.

^ Pretty much says it all, besides... They're fixing it, which he's stated repeatedly.


Cliffs: If you would all quit flooding their e-mail with the same question and here with the same BS they would get caught up faster, the system would be less overloaded, Shane would be less overloaded, there's less chance of e-mail being mishandled and there's a greater chance of posts being replied to, but you all know that, right?

Seriously, you're all f*cking yourselves with the repetitiveness of posts and e-mails, good thinkin!

Correct me if I am wrong but wasn't that somewhat predictable for quite some time already? These delays with support started over a year ago with the huge growth on Merge after Black Friday, yet Lock has done little to nothing to make a significant change to its support staff in order to handle that growth. Now you move away from Merge and even take over a network, but haven't made any preparations in advance for the expected increase either but just train new staff almost a month into it? Do you guys really know what you are doing?

Jesus, how can people defend this incompetent farce. Lots of Lock Poker directors ITT clearly.

Just unreal.

And bob is 100% right of course. Shane saying that the forum isn't a true representation of what is happening is just crazy. The really worrying thing, is that it's probably only 2+2 users who are actually ever hearing back from Lock ever, because it's only shane that ever deals with anything, via his inbox full of seething PMs.

I started following this because a non-forummy friend has a lock account and basically wrote off his 'losses' as having dealt with a scam company (same old story of trying to cash out and never getting his money). I bet there are hundreds of scammed players out there who don't read this forum and just won't ever realise what's happening, because their 37 emails to support has garnered exactly 0 replies.

Just to test shane's theory btw, I've sent Lock 'support' 3 emails since Tuesday. One was entitled 'URGENT ACCOUNT QUERY', one was entitled 'I want to open an account with you', and the 3rd was entitled 'quick question ' .

Can anybody guess how many replies I've had so far?

Come on, we're not stupid. Nobody is getting any replies from 'support' because there isn't anyone. The only possible way to get an answer from this shady outfit is to harangue shane, who must be at the end of his tether by now.

And even when you manage to get shane on the case, what happens? Shane can't get hold of the 'cashier manager', the 'CEO', or whomever else he has allegedly tried to contact.

So not only do they have no support staff, the one person who can help you actually can't, because the people that actually do work at lock, never ever get back to him.

Yeah, you've got 600 new employees starting later this month. Since when does it take this long to take on emergency staff? You could get anybody you wanted signed up within a couple of days if it really mattered this much to you.

Sorry for the rant... but none of this washes with me, and it's quite obvious that this site should never be trusted imo.

My girlfriend is with the exact same problem. She requested a cash out Tuesday and sent a lot of email complaining about it, so far, no money, no answer (the site ask 48 for cash out and 24 for emails). This is just ridiculous. Most sites ask for 24 hours and process the cash out in just a few. I was about to join it, but I've change my mind. As handbaggio said, this site should't be trusted.

None, because 'smart people' keep overloading an overloaded system by sending things they don't need to send to see if it's really overloaded...

Do people really not stop to think, ever?

I was considering depositing and looked through this forum. What a joke it seems like.

Udrew, you say it is possible to lose an email. You also say I should be more patient in waiting for replies. So I'd I send an email that receives zero response how long should I wait before trying again? It could have been lost, right?

My first email was 15 days ago. Why wasn't that answered by now?

All of my emails have been very quick. Most of them were just forwarded back to them with a quick message at top saying, "still waiting for response. Please see below. I would appreciate a reply."

I really doubt my seven emails from one address and my one email from a different address are clogging their system. It's kind of obvious they aren't even looking at my emails in the first place I'm guessing. You say they are going through each of them and it is taking their time? Umm, if that's true then why wouldn't they respond?

I do not think it is inappropriate to send a followup email after 48 hours to make sure. Isn't that patient enough. I think my first followup was more like 72 hours and then it has mostly been 48 hours after that. Isn't.that patient enough? Send one email. No response. Send followup a couple days later. Seems okay to me.

I truly expuected that even with TERRIBLE support that they would have responded to the second or third followup. Or would have gotten back to the first one by now in trying to work through their issues backwards and trying to reply to old emails.

Even with terrible staff, and incredibly shorthanded, and Shane sometimes showing up here to help personally "chase someone down for you" I would STILL think that a single reply would be possible.

LOL at his claims that I'm exaggerating the problem that much on here. How is it possible for a single person to ask a simple question and never get a response?

I'm not complaining about 1 email 3 days ago. That was fine and I truly did expect them to respond in 4 days or 7 days or something. I've tried a few times. It's been over 2 weeks. I'm not some isolated incident that has defied all odds for all of my emails to somehow slip through the cracks. It is happening to others as well. And there would be even more except for the number of people who I'm guessing just give up especially on basic questions or having difficulty depositing and were looking for help, etc.
I think I'm plenty patient here. I look forward to the new support getting in there and getting caught up and eventually answering my email from early July.

If that happens I will be genuinely thrilled. I'm not kidding. I am still pulling for lock to make it through this just like always.

This thread is hilarious. Watching shane try to skirt around issues, while adding nothing of value and answering absolutely no questions is just so great.

As far as I know, site reps aren't supposed to respond to easy questions with a bunch of banter that just skirts around the issue and then deflect the issue back on the person as if it's their problem or the issue isn't that bad and they're just making a big deal about nothing. They're supposed to answer questions in short, to the point, distinct answers. You would NEVER see BlackChipRep engage in banter like this with customers that have legit concerns.

The whole thought process he presented of "2+2 doesn't represent our player base", is laughable. So, the 50+ people in the past month that have reported deposit problems, cashout problems, support problems don't represent your player base? I guess they must be the only people on lock having these issues, and not a single other player on lock is having them.

How in the world can anyone still play on this site? How can anyone support shane, when clearly Bob has been the voice of reason here, and shane has just given shady responses with no answers to anything important.

The reason shane never gave a distinct number of people in the support staff is because he knew if he told everyone it was like 3 people they would be in shock. Instead he just gives the "it doesn't matter if theres 100, 50, or 10 people, but the volume of emails surpasses the people we have on hand to handle it"..............do you realize how stupid you sound and how little sense that makes? by this logic even if you hired 5000000000 people it wouldn't matter. the truth is, if you hired more people and were more dedicated on support these issues wouldn't be happening.