Well I havent been sending emails to lockpoker support because I understand some delay and wait time. But it's been almost three months now. Guess I'll start sending e-mails to rizen and emily. If that means i can get money now instead of waiting another few months...

I understand that there have been an overwhelming amount of emails. However I have been told a lot of conflicting info. When I first contacted Rizen he got Emily to contact me so it seemed "all good". She said the iPad had been shipped (great right?).


Weeks later with no response I was asked what my address was. about a week after asking my address I was asked color preference. After responding my color preference 5 days ago I have sent 3 emails with no response, no confirmation, and no tracking number. What's the status for USA players that earned an iPad 2?

I earned this promotion mid-April, it's now mid-August...

You "may" get a 700$ cash option. It just has to be reviewed and "decided" .


By decided I mean

the cash amount depends on the local price of the iPad. For UK users this will be around $650 whilst most euro-countries are priced at roughly $700

Whilst I'll probably accept the $650 myself I do find it in very bad spirit against the non-americans who have already accepted the $500 option.

But to be honest I have no idea what's going on, it's tough to say.

I was told my order had been placed for me on July 26th and that it would ship in 3-5 days. I haven't received it yet, but I'm going to give it until next Tuesday (3 weeks later) until I inquire once again.

I received this July 14th feel I deserve an answer soon!

"Hi there,

This has been shipped.

Thanks

Best,

Emily"

I got that and had my iPad within 10 days... I would be concerned and maybe shoot out another email if it doesnt come today or tomorrow... IF you are US.

Rizen,

Thanks for pointing me to this thread, however, from what I can tell there are still no answers... People who have been told their iPad shipped weeks ago and still haven't received it. This is a pretty awful display of customer service and I'm sorry that you have to deal with it. Despite that, your customers need and deserve answers.

Thanks,
Adam
igotabite

Totally agree with this. I cleared the promotion in the first 60 days and have been waiting ever since. Risen took the time to personally reply to my email 2 weeks ago to apologize for the delay and copied Emily as he had no concrete information.

Of course, since then no comment from Emily, or to my 2 subsequent emails asking for either an estimated shippin date or increased cash alternative.

Did all US players receive their iPad btw?

No, current US player still waiting. Cleared bonus on 7/3.

Bump

I've sent Emily 3 mails for the last 1.5 month, and 1 to Rizen which he copied to Emily. Still no answer. WTF?? It tilts me so bad.

I wouldnt mind waiting 3 months on my iPad2, as long as I got a few updates and time frames once in a while. The customer service is just ridiculously bad!

Yeah, I was told over two weeks ago it was going out this week (ie the week that was two weeks ago). Still haven't received anything or any replies to my follow up emails.

Rizen, you really need to somehow make Emily understand that communication is probably the most important part of her job. That or make it so other CS staff can give meaningful information about iPad fulfillment. It should be painfully obvious that this is the major failing in this promotion. I can't say whether it is due to one person being overloaded or not, but this really is the easiest type of failure to correct. Hell, you could post semi weekly updates here on what is going on, though that would miss the customers who don't read this forum.

+1

I just sent an email to Thenuts.com support team to see what they have to say about this. I feel it's there responsibility aswell since they promoted this in the first place.

My advice is to anyone who haven't received there Ipad2 to contact Thenuts.com aswell. They will propably take it more serious if multiple people would send them an email instead of one person.

I got this from TheNuts:

I skimmed through both threads and it seems nobody has received an iPad2 in this month yet. I find it increasingly hard to believe that Lock ordered and paid for all the iPads yet.

We pre-paid for all the iPads up front. I mean I don't have a receipt I can post here or anything, but fulfillment has been a nightmare. We are looking into alternative solutions that include both shipping them from Canada to avoid the supply problems or just awarding the local cash value.

I understand the cynicism, I really do, but the reason behind no one receiving an iPad this month has more to do with the fact that almost all (I know of 1-2 still outstanding) North American iPads have already shipped and most of the rest are in the EU where the supply problems are, and not because we're refusing to order or pay for them.

-Rizen

I understand your concern, but honestly this is NOT an issue of us not taking this seriously..

This is not at all to minimize those of you with issues, and I certainly don't blame anyone for sending e-mails and trying to get consistent updates. I just want to reiterate that we are taking this seriously and we would like to get an iPad in everyone's hand just as much as you all would like to have them.

-Rizen

It's hard to believe that if you ordered it with Apple they take 2 months to get it shipped. My friend actually ordered an Ipad couple weeks ago and he received it withing 1 week. I have ordered a Macbook before and my brother a Mac from the store and it never took that long to receive it. Apple has a pretty good shipment service and will always try to satisfy their customers. I cannot believe it take more than a month to get it shipped from the Apple EU fullfilment centre.

I am waiting now almost 4 months and 6 weeks ago it would be shipped withing 2 weeks.... I am not saying that lockpoker didn't pay yet. But there is definately something wrong with either Lock or the Apple center. That there is supply of stock can never take that long since ordering it from the Apple store take no more than 14 days. Plus the fact that all stores have most models in stock. Especially the 16GB versions.

I can understand where you can draw those conclusions, however I can say that personally I have a discussion with people internally every day about this, and can definitely vouch for that fact that on our end we have and will continue to devote a great amount of effort to making sure these get out to the appropriate people.

Also not to nitpick but no one has been waiting 4 months. You may have completed the promotion 4 months ago, but I have very clear here that everyone who completed the iPad promo would have their orders placed the first week of June and that at that point it should take 2-3 weeks to ship.

That makes the iPads 6-7 weeks late at this point for those of you that completed the promotion before the first week of June (which is still unacceptable). Our communication from the fulfillment center 6 weeks ago when they hadn't arrived yet in the EU was 'two more weeks', and then two weeks later 'two more weeks'. We've heard 'two more weeks' three times now, which is why we're investigating the alternatives of shipping from Canada and/or offering local cash value.

Again, I'm not trying to minimize anyone's frustration at all of this. If it were me sitting on the opposite side I would be VERY frustrated as well. In fact, sitting on the side I'm sitting on I find the whole ordeal extremely frustrating.

Unfortunately, the goal of the whole promotion was to offer something REALLY cool to new users to expose them to Lock Poker, and for many it has just turned into a really big headache and instead of giving everyone a great experience on the site in addition to something cool to show for that time it has soured some people's opinion of us.

We've certainly made some mistakes, and could have communicated much better in this promo, but many of the things people are accusing us of (not placing the orders, not having the money to pay for them, not wanting to pay for them) are simply untrue.

In fact, even though this is just my word with no substantial proof, we have placed the orders, have paid for them, and in many instances are paying MORE for them (by paying local cash value instead of cost to us) than we would have to if the orders had been fulfilled for us as promised.

I do understand at the end of the day that this is a Lock Poker promotion, and regardless of where the delays come from it reflects on us. I'm really not trying to pass the buck here but I am trying to give insight from our end as to what's been going on, and to show that we've had the best of intentions with this promotion (and yes, I know what the road to hell is paved with).

-Rizen

Please take into consideration that shipping from Canada would be pretty bad for us because we would probably have to pay import tax + VAT if the packages get 'caught' at the border (and I believe the chances of this are pretty high nowadays) so we'd have to pay something like 25% (depending on the country) extra to get it. When shipping from inside europe there is no such fee.

I will make sure they're aware of this. Thanks

-Rizen

isn't it possible to order it in the country store the person is in? For example people from Denmark you order it in the Apple Denmark store, people from Belgium you order it in the Apple Belgium store etc.

i hope the same goes for the US players when you say they've been ordered and paid for, since i still haven't gotten mine yet.

at any rate i finally got my first response from emily saying she would send an inquiry for me and get back to me in a day, my first email response back from her in at least 5 attempts.

i will give her a couple days.....but yeah what bothers me more is definitely the lack of response and being in the dark, obviously there are always complications with logistics etc. but to not inform players on a very specific and desirable promo is not okay.

i say this because i definitely chose lock over other merge skins BECAUSE of the ipad2 promotion, as all other skins offer the same rakeback percentage.