I seriously doubt it's even 3 people. I don't even count Shane as support because he can't do anything to correct problems. I'm still waiting 3 plus weeks to have my withdraw fee deposited back into my account. That's such a simple problem to correct, it should take them 1 minute to see my withdraw and another couple clicks of the mouse to deposit it back into my account.

IMO I'm not saying Lock poker is a sham or trying to "steal" people's cash. I just think whoever this Jennifer Larson chick is just way over her head. It's probably just her working out of her condo with a couple guys like shane and rizen working out of their place. Thank God for her this is an online poker business. I can't think of any other business in the world that would still be operating if this has been going on.

Micro...

I'm not saying you're the issue individually at all, and I'm sorry my post seemed 'more direct' than I intended it... I was actually speaking 'generally' but it didn't come across that way.

I agree there is an issue... They agree there is an issue... Shane knows there is an issue and is obviously frustrated by it, made evident by his thinly and even not so thinly veiled comments about their support.

I can think of a bunch of reasons for no reply, and really, none are acceptable, but they will likely not be corrected until after the new support comes online.

I really don't know how they do things on their end, but it's got to be 'broken up' in some way, so one 'silly oversight' way they you could have ****ed up so you received no reply is if the person your account was assigned to is on vacation or something, because of the scanning you can do on e-mails pre-delivery, it's possible all accounts are assigned to a rep or something at signup, the rep you have been assigned to had a vacation planned 6 months in advance and even though it was a really ****ty time for them to go they went anyway, or worse, they got totally overwhelmed and quit week 2 of the transition and their incoming mail was not re-routed, but rather another customer service rep was given access and told to sort through the left over responsibilities when they had time, but are currently overloaded with their own accounts.

The thing is, there are so many people here reporting sending multiple e-mails for the same issue, and they really do all have to be read...

Obviously, there is something wrong with the support even in the situations I'm using as an example, but since that's been acknowledged and we have a 'rough' date (given to Shane by someone else since his main responsibility is affiliates and he's not even part of the CS team technically - he stated this in a post somewhere - and yes, they should have a true CS rep here, not someone who isn't even part of that team, IMO) what I don't get is why people keep beating a dead horse before the tentative date for new staff online has come and gone with no further update or anything our direction.

What's going on here with the 'beating the no-support drum' after we've been given a timeline is like calling the shop where you dropped off your car on Wed. and asking when it's going to be done, having them tell they're waiting on parts until Monday, then calling on Thursday and asking why your car isn't done and when they're going to have it to you...

We've been told there should be new support staff online about the 22nd and that's even 2nd hand, so I'd guess the 24th (to 26th even) since they've been overly optimistic with their dates before, but today is only the 20th and people are wondering why it's not fixed and taken care of...

Shane's been told they're 'waiting on parts' and he's relayed that to us... Nothing else any of us can do, except hope they really 'get the parts in' and stop creating new things (or repeating old things) needing to be fixed, because all that does is create more work on their end.

My post will probably sound 'more direct' than I'm meaning it again, but it's the easiest way I can think of to give examples for the situation, so even though it likely reads that way, please know I mean in general, especially since there are people clogging up the system even more for no reason, like the person with an account who sent 3 e-mails about a new account which really don't need an answer or reply since he's already got an account and they're just 'dummy e-mails'...

I'm sure from your posts you're smart enough and logical enough to understand things like those, where the e-mails issues aren't even 'real' do not do anyone any good when the system is already obviously overloaded, because no one at Lock knows they're 'just system tests', so those e-mails will delay other replies to issues people who need answers are actually having.

Udrew,
With all the issues surrounding lock you pick sending test emails as the thing to spend thousands of words analyzing? I mean really?

No, and if you see it that way, you're missing the point... Sorry.

Read my 2nd post... The person we are getting communication from, who's not even part of the CS team, said they'll 'have the parts in' the 22nd, but people are still insisting on overloading the system some more, just to see if it's really broken, and wondering why the CS issues aren't fixed yet.

Hmmmm... I wonder why it's not getting any better and if those 'tests' will make it so it takes longer for the new team to get through the backlog they must already have.

My main point for those who aren't getting it is: Putting yourself in their place AFTER the system is 'broken'... Yes, there are things they should have done prior to the change (ldo), but they underestimated some things (ldo), so they have to evaluate where they are and figure out how to solve the 'big picture, long term', which in any bureaucratic system (which is what we want, because Mom-n-Pop is worse) takes more time and causes more BS initially, but works better and is more solid long-term.

The people here repeatedly posting about the same issues are 'creating a bunch of noise', which cancels out the amount of signal we can get from a short-staffed, overloaded and likely overwhelmed non-customer service rep. who has other 'main responsibilities', but is given info to give us as a secondary (or sub) responsibility.

It just doesn't make sense to me to create more noise (new thread after new thread after new thread and new e-mail after new e-mail after new e-mail, etc. for the Same Issue) when we already know the signal we are getting back is going to be low.

They know there were **** ups, they know they are short, repeatedly pointing it out doesn't solve anything, all it does is create more noise for the people who have with limited time to communicate with us to filter through, and that makes no sense to me...

The problem is not someone sending a few test emails. The problem is Lock is totally over its head and was nowhere near prepared for this launch. The fact that sending test emails will clog things up might be true, but it's also irrelevant. There is no excuse whatsoever for how lock has managed the switch.

Uh, they ****ed it up... They've acknowledged that... If there's really no excuse (or recovery in your mind) then move the **** on, play somewhere else and be done with it, otherwise, quit beating the dead horse when they're already acknowledged they ****ed it up...

WTF else can they do, except admit there was an issue(s), and work to fix them? Nothing... If that's not good enough for some people, then just stfu and move on so you're not wasting any more of their limited resources.

Pointing out they ****ed it up over and over is like pointing out there's broken glass on the floor over and over and over and over when everyone already knows it's there and someone is already getting a broom and dustpan to sweep it up.

Oh, and LMAO at whomever said I was their new rep of some kind... They'd be silly to hire me, because I would tell you, 'We know there's an issue, so stfu or stfu n gtfo 'cause being a whiny crybaby who points out the ****in obvious doesn't solve anything or do anyone any good... All it really does is waste everyone's time and delay us getting on top of things.', and that's not very good CS, so I'm probably the last person they would ever think to hire.

I'm not going to move on and forfeit the 1k I tried to deposit. What are you gonna do about it?

Laugh! I think it's totally funny you're slowing down the process of getting the solution you're looking for since they're already short staffed and you're making sure they will have to 'filter through' more **** before they get on top of things, even when they're staffed, but hey: Crybabies gonna cry...

So cry on son, cry on.

You're hurting your own cause and delaying the results you're looking for. That's Genius!!! Please, whine and cry away, because watching you delay the resolution you so desperately seek is humorous to me...

I don't know who to contact at Lockpoker about my withdrawl that was submitted on 6/5/2012. But as of today(7/20/2012), I still haven't received it. I can't believe that it takes this long to Fedex a check!

I'm starting to think this site is a SCAM! All American players should stop playing at this site because your not gonna get paid!

If anyone at Lockpoker sees this post and wants to reply, please do so. Also, if you want to check into my withdrawl problem: my username at Lockpoker is: Zeus_is_back or ULuckydog.

Ive sent this over to the cashier manager to follow up for you.

I'm confused........your username is Zeus_is_back OR ULuckydog???????? Did you just admit to multi-accounting?

Ive passed this over to the cashier manager for you.


It was their old Lock name and their new Lock name (ie they changed it when we switched to Revolution.

imjustshane, please help me. My girlfriend requested a cash out via Neteller last Tuesday. She sent emails, but with no sucess. Her username at Lock is 'MeNina12'. Could you please look at it for us? Thanks!

@ shane:

Could you also have a look at the Non-US-Players cashout thread. Me and others have problems with their Skrill cashouts. I've also sent you an Email and it would be great if you could forward it or take care of it. Thanks