Originally Posted by imjustshane
Support is being completely overhauled, we are working on both improving the workflow as well as increasing the size of the team. Expect huge improvements in this department.
I would really, really like to see a Live Help chat option. If cost prohibitive to staff 24/7, at least have it during available during prime playing time.
2 years ago, Sportsbook-Play Aces was my 1st venture into online poker, although I soon added FT, and also played on PS for a short time prior to BF. I've used SB's Live Help chat maybe 5 times, always with great success. They have an overall site Live Help and a dedicated Poker Live Help (maybe thru Merge...don't know), and will switch you from from one to the other, depending on the problem.
When I have a technical problem (can't find a specific tourny, can't register, can't deposit, etc.), I really want to get the issue solved NOW so I can get on with playing....not email support and wait 12 hours or more to get a canned reply that may or may not help, resulting in more waiting, less playing, and lots of frustration.
I signed up for a Lock account last May primarily to get rakeback, since my SB account doesn't offer it. I studied the major Merge skins (RPM, Carbon, Black Chip, Lock) and chose Lock for rakeback, promotions, having a forum/reps on 2+2, and I thought, having Live Help. I'm almost positive I was told that Lock had Live Help, but its never been available in the year I've played there. Email support has been less than satisfactory, and without LockRizen's intervention, I probably wouldn't be a very happy camper on this skin.