When the Revolution came the players were the first against the wall.

Clearly, the transition hasn't gone smoothly. I am starting this thread to see if people are willing to contribute to create a single list of issues to be resolved and hopefully prioritize them and track progress. I expect to get some responses of "that's Lock's job" ... or something a bit more colorful. I don't disagree with that but I would feel better seeing all the issues in one place rather than continually scanning the whole forum trying to figure out if things are getting better or if I will need to suck it up and start a new account somewhere.

I put a first draft of the issue list below. Please comment with any additions to the list and thoughts on priorities.

1 - Customer Service: This is priority #1 in my book. Lock has said they are hiring more people and that can take time but with the disorganization and frequently ignored requests the current state of affairs is inexcusable. Requests need to be responded to even if it's only, "we got your request and will get back to you as soon as we work our way down the list." Honestly, how hard is it to assign a ticket number and track if it is resolved?

2 - FPP Formula: The current formula looks pretty horrible. Resolving this is central to providing players with value and let's be honest, it should not take long to resolve.

3 - MTT/SNG Tables Fail to Launch: This happens a small percentage of the time but it is predictable. Getting blinded down because your table never launched is a major issue.

4 - Multi-Tabling Issues: Tables requiring action don't pop to the front ... may be result of clicking another application.

5 - Pre-Revolution Bonuses: Lock has stated they would carry over but this has not yet happened.

6 - Cashout Times: Long waits, concerns about bounced checks and also some crappy communication. Seriously, if one of my check batches was bouncing, I think I'd be pretty quick to figure out who is getting checks from that batch and get in touch with them.

7 - FPP Options: We need options to actually use the FPPs we receive. Without this, players aren't getting the full value they were promised.

8 - Unable to Register for SNGs and MTTs: With some frequency an error occurs when trying to register and the software must be restarted to resolve.

9 - No Rematch Button for HUSNGs

Forgot about new software and a native mac client

I'd like to be able to comment on the entire list but unfortunately I have been unable to get past the customer service hurdle. Over the course of the last week I've made multiple attempts to contact customer service in an effort to make a large deposit and I haven't heard a peep from Lock. At this point I'm not pressing the issue because I'm not exactly sure I would be comfortable having a large amount of money at a site that is executing so poorly.

I think the highest priority for Lock should be to focus on regaining the confidence of the poker community by providing timely and effective service.

IMO Cashout options should be number 3, and everything else looks fine.

Cash out options or turn around times? Seems like we just got some nice new options so I just went with the turn around times. FWIW I put cash out time as #6 because things have been dicey for US players everywhere. Happy to move it up if that's the consensus. Maybe we can do a poll for priorities once we have agreement on a list.

I will add Mac client to the list. What priority do you suggest? As far as new software goes, it would be nice but IMHO they need to get the existing software stable and address the business issues before making it a priority. That's just my opinion, though, so let's see what others think.

I'll take this as an endorsement for CS being top priority.

That is exactly right. Maybe if we say the same thing many different ways it will get the point across to them.

Yes I agree with you 100 percent. Ship some payouts and up the c.s....the mac client should be on this list but they need to get those others stabilized first. Looks like lock has been too busy signing new pros tho. Wp lock

http://www.cardplayer.com/poker-news...e-mojave-ramos

Maybe he has customer service experience? That's the only thing in the world that could make me care about this Brazilian muppet.

Lololololololol

10 - Fix my cashier

Great list. My only comment about the cashouts is that this isn't something that is entirely in their control, at least with regards to US players because of the hostile legal landscape. There's always going to be pretty high amounts of variance when it comes to cashout mechanisms.

The other stuff is firmly in their control. They own the network now and can and should upgrade the software to make it an appealing environment for players. Items 3, 4, 8 and 9 are all software fixes, as is the development of a proper Mac client, and could be put all under one large heading called "Fix the Damn Software". Items 2, 5 and 7 are all promo issues, and could be grouped under "Promos".

Item 1 should be in big bold flashing letters surrounded by naked ladies. Winflips is exactly right: why would anyone want to keep a large (or, really, any) amount of money on a site that virtually ignores its clients? When it comes to allocating scarce resources (company money), it just seems like having staff that can communicate with players in a timely and effective fashion is a better outlay than paying a bunch of "Lock Pros".

In the big picture, the Mac client is a non-issue for probably 95% of the player base and a huge issue for 5% (<- these figures are just a guess). Though I'm a Mac user, I do think that from the network's perspective it's better to focus on the software issues that impact the broadest player base, so I wouldn't put the Mac client at the top of the priority list.

Thanks for the feedback. FWIW, the reasons you state are why Cashouts were down at #6 on my list. I thought about grouping these as Tech Issues vs. Business Issues, but decided to just prioritize at a more granular level.

Here is my revised list:
1 - Customer Service: No more "pro's" please ... just get this fixed!!! And, no, it isn't a result of the network change nor is it just an issue of how many bodies you have. Lock clearly has organizational problems with this and has for a long time.

2 - FPP Formula: This should have been resolved before Revolution launched. There is no reason it couldn't be resolved immediately.

3 - MTT/SNG Tables Fail to Launch: Getting blinded down because your table never launched is a major issue. You can forget about heavy SNG traffic until this is right.

4 - Multi-Tabling Issues: Tables requiring action don't pop to the front ... may be result of clicking another application. Less tables = less rake.

5 - Pre-Revolution Bonuses: Lock has stated they would carry over but this has not yet happened.

6 - Cashout Times: Waiting times need to get back to 2-3 weeks and better communication (see #1) would go a long way toward restoring confidence.

7 - FPP Options: We need options to actually use the FPPs we receive. Without this, players aren't getting the full value they were promised.

8 - Unable to Register for SNGs and MTTs: With some frequency an error occurs when trying to register and the software must be restarted to resolve.

9 - No Rematch Button for HUSNGs

10 - Native Mac Software

11 - Clean up this forum: Close the Lock/Lock thread ... it's redundant. Delete old Lock FAQ that's way out of date. Don't leave FAQ's open so they become discussion threads.

I'd like to add it to the list if you can elaborate on the exact problem? Is it widespread?

Excellent thread, this sums up everything as far as I can tell, great work. Shane, can you make this a sticky?

Don't know how widespread but I know some people has it.
For me I have it since the switch to Revolution. For the first week it was an error message, after that - clicking on Cashier button brings me to a log in screen with no way to log in.