Originally Posted by dumboldguy
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.