Originally Posted by MicroBob
Keep working hard to try to make your way through this stuff. There's a lot of somewhat justifiable negative criticism be tossed around in this thread lately but if you guys crank through it and stay positive and actually clear this stuff up I'm sure the vast vast majority of players will be ready to forgive, applaud your awesome VIP system and efforts to process cashouts, and throw their business at you left and right.
I would say virtually all of the negative criticism is justifiable. In fact, I would argue that many of you have been more patient than I would be in a similar situation.
Part of the reason I asked for the forum rep duties as part of my responsibility is because I know the 2+2 crowd is a very smart crowd that doesn't put up with a lot of BS and sees right through a lot of the marketing-speak sort of things I see a lot of official reps put out here.
I try and be pretty direct and I appreciate it when you guys call me out on it when I'm not.
That being said I can tell you 100% that EVERYONE involved with Lock knows that there are justifiable complaints and that it is OUR job to do things better and win everyone back over. Right now that starts with the biggest complaints we're having which are timely payouts, timely communication, and making sure the VIP system is both well defined and something players want.
On the payouts side we're trying to use innovative solutions that only we (at least on Merge) can offer due to having a separate casino product that gives us flexibility.
As far as communication goes we're in the process of upgrading our support system to allow us to do a better job of remaining in constant communication with everyone. I realize this isn't a good excuse, but the truth is that the support system we have in place was EXCELLENT when we had a much smaller team that wasn't segregated into groups. Now that we have various groups both locally on Lock an on the network where many of the support questions are kicked up to other groups we've had to add the ability to identify the bottlenecks in support and make sure that people are getting followed up with more regularly. This is why you see varying degrees of feedback on support times for the most part. I've been told we're upgrading the entire system soon so that there will be much better communication throughout the process if we're waiting on another team to get an answer (ie you won't just wait a week with no communication even if a week is how long it takes to get the actual answer, there will be better communication on progress etc).
I don't know when this is going into place as of right now, but part of my role within Lock is to act as an advocate on behalf of the players and what they're wanting, and trust me I'm sure they're getting quite tired of hearing me talk to them every day about how we need to communicate better, and we're definitely coming up with solutions that will improve things.
As far as the VIP thing goes, it's a relatively new issue but I know it's an important one to you all and we're going to have everything more clearly defined ASAP.
I really encourage everyone to continue to be vocal about what they like and don't like about both the product and the service. I can't promise instant results, but I can promise our team takes the feedback I get here (and other forums/e-mails) very seriously and you will see more and more of the ideas I've gotten here going into future updates.