1. Customer Service
We are bringing on another bunch of CS team members shortly which will greatly assist this. We have also just put our new verification process in place which is removing all wait times with getting verified. Between problem gradually getting solved and the new staff coming on board we should see huge improvements in a short period of time.

5. Pre-Revolution bonuses
These are now all sorted, if anyone still thinks they are missing theirs they just need to send me their email address.

6. Cashout Times
All the outstanding checks are now enroute and are flooding out to players mailboxes. WU is still working through some of the backlog but will be clear of that by Monday.

11. FAQ
Done

^Muy bueno amigo

Shane, I am still having exactly the same problem with my pre-Revolution bonus, PM sent.

+1. Shane: I have emailed my info to you (can't send PMs yet).

Also, thank you for posting the updates in this thread and the new FAQ. Looks like progress which is encouraging. I hope to hear from you guys on the FPP issue soon. That is a big deal and it seems like something that could be resolved quite easily.

Looks like Lock finally got around to applying one of my bonuses. But of course they got it wrong again. I had 2 stacked bonuses, no expiration dates on either, for $60 and $75. Now I have one bonus, not stacked obviously, with a 90 day expiration. Look, if you aren't allowed to stack bonuses anymore and just want to give me one $135 bonus, that's fine, but give those of us with previously stacked bonuses SOMETHING to make up for the lost value and expiration date since Lock has neged on their bonus terms. At this point, I'll take a satellite coupon, $5 credit, anything...

Another remaining issue with the bonuses is getting credit for rake between June 1st and when the bonus was finally loaded to the new software. It currently appears they aren't going to credit players for this:
Email from Emily (Lock CSR) to GTM13

I understand they have a technical hurdle to crediting players for their play before the bonuses were loaded, but I don't think this excuses them from paying. I'd be fine hearing that it will take time for them to address the issue, but the idea they simply aren't paying is pretty tough to swallow.

A couple of items added and the list is now updated with status as per Shane. For the status: red=critical or not acknowledged; blue=improving or not critical; green=resolved. Comments & updates would be appreciated.

1 - Customer Service
Status: from Shane (6/22) "We are bringing on another bunch of CS team members shortly ... We have also just put our new verification process in place which is removing all wait times with getting verified. Between problem gradually getting solved and the new staff coming on board we should see huge improvements in a short period of time.
Comments: Sounds promising but the proof is in the pudding. FWIW, I don't know how Lock will resolve the longstanding problem of some requests never getting answered until ID #'s gets assigned to each incoming request.

2 - FPP Formula
Status: Acknowledged. One poster reports being told it may not be looked at or resolved for a few months.
Comments:

3 - MTT/SNG Tables Fail to Launch When Tourney Starts
Status: Not yet acknowledged.
Comments:

4 - Multi-Tabling Issues, Tables Req'ing Action Don't Pop to Front
Status: Not yet acknowledged.
Comments:

5 - Pre-Revolution Bonuses Not Carried Over / Not Paying "Retroactively"
Status: From Shane (6/22) "These are now all sorted, if anyone still thinks they are missing theirs they just need to send me their email address."
Comments: As of 6/22 @ noon, users still reporting missing bonuses. More concerning is Lock's position that they cannot pay "retroactively." In other words, they aren't crediting rake paid from June 1st until when they resolved their problem. Unacceptable.

6 - Missing Payments for Ronin and Points-for-Cash
Status: Not yet acknowledged.
Comments: Looks promising. Hopefully "mission accomplished" soon.

7 - Cashout Times
Status: From Shane (6/22) "All the outstanding checks are now enroute ... WU is still working through some of the backlog but will be clear of that by Monday."
Comments:

8 - Cannot Access Cashier
Status: Not yet acknowledged.
Comments:

9 - Options to Spend FPPs
Status: VIP players can exchange for cash. Shane reports they are working on ability to spend FPPs on MTTs (no time frame yet). Until then RB players don't have options.
Comments:

10 - Unable to Register for SNGs and MTTs, Must Restart
Status: Not yet acknowledged.
Comments:

11 - No Rematch Button for HUSNGs
Status: Not yet acknowledged.
Comments:

12 - Native Mac Software
Status: Planned but not started.
Comments:

13 - Clean up the forum
Status: Old FAQ deleted and new one created. The Lock/Lock thread is still open.
Comments: Looks good and the new FAQ is very useful.

This is the best thread in the whole lock forum. Please sticky

+1 and karmageddon your efforts to bring some order to this list are greatly appreciated.

Buy high pulse poker, and install it's software.

ps.apart from technical issues, software look is so tilting.

Updated list below (#6-->improving; #9-->resolved).
Status: red=critical or not acknowledged; blue=improving or not critical; green=resolved. Comments & updates would be appreciated.

1 - Customer Service
Status: from Shane (6/22) "We are bringing on another bunch of CS team members shortly ... We have also just put our new verification process in place which is removing all wait times with getting verified. Between problem gradually getting solved and the new staff coming on board we should see huge improvements in a short period of time.
Comments: Sounds promising but the proof is in the pudding. FWIW, I don't know how Lock will resolve the longstanding problem of some requests never getting answered until ID #'s gets assigned to each incoming request.

2 - FPP Formula
Status: Acknowledged. One poster reports being told it may not be looked at or resolved for a few months.
Comments:

3 - MTT/SNG Tables Fail to Launch When Tourney Starts
Status: Not yet acknowledged.
Comments:

4 - Multi-Tabling Issues, Tables Req'ing Action Don't Pop to Front
Status: Not yet acknowledged.
Comments:

5 - Pre-Revolution Bonuses Not Carried Over / Not Paying "Retroactively"
Status: From Shane (6/22) "These are now all sorted, if anyone still thinks they are missing theirs they just need to send me their email address."
Comments: As of 6/22 @ noon, users still reporting missing bonuses. More concerning is Lock's position that they cannot pay "retroactively." In other words, they aren't crediting rake paid from June 1st until when they resolved their problem. Unacceptable.

6 - Missing Payments for Ronin and Points-for-Cash
Status: Looks like the Ronin issue was fixed or explained. Missing points-for-cash payments doesn't appear to be acknowledged, never mind resolved.
Comments:

7 - Cashout Times
Status: From Shane (6/22) "All the outstanding checks are now enroute ... WU is still working through some of the backlog but will be clear of that by Monday."
Comments: Looks promising. Hopefully "mission accomplished" soon.

8 - Cannot Access Cashier
Status: Not yet acknowledged.
Comments:

9 - Options to Spend FPPs
Status: VIP & RB players can exchange for cash. Shane reports they are working on ability to spend FPPs on MTTs (no time frame yet) as well as a Lock store.
Comments: Giving RB players the ability to exchange FPPs for cash closes this issue IMO.

10 - Unable to Register for SNGs and MTTs, Must Restart
Status: Not yet acknowledged.
Comments:

11 - No Rematch Button for HUSNGs
Status: Not yet acknowledged.
Comments:

12 - Native Mac Software
Status: Planned but not started.
Comments:

13 - Clean up the forum
Status: Old FAQ deleted and new one created. The Lock/Lock thread is still open.
Comments: Looks good and the new FAQ is very useful.

THIS

This is utter bs. When ur playing huSNGs you can look and make sure every table has launched. I played for less than two hours tonight and on 3 different occassions one of my tables failed to launch.

hey karma got some things that might help with the list. one is that i contacted c.s. and got a reply in just under 4 hours...not great but better than no response at all..the other is the native mac software..i emailed rizen a week or two ago and he said that a mac client could show up early fall...he wasn't exact but that was the timeframe that he gave me...meant to post about this earlier but forgot. thx again for getting this list together. shane should offer u a job for their dev/mangmt team.

Tommy - Thanks for the feedback. I will incorporate the Mac info in the next list. Glad you got a timely response from CS. FWIW, I don't plan on updating that one until we stop seeing multiple postings by people saying they contacted CS X days/weeks ago and have not heard back yet. That's my biggest issue. If people were reporting that response times went from <1day to now being 3 days, I think most people would be unhappy but would at least kind of understand. What is mind boggling is the number of people who NEVER get a response.

Shane: if you are reading, while it seems like things are going in the right direction, I am dismayed that 5 of the 13 issues listed have a status of not yet acknowledged. C'mon, man, I've done a lot of work to make this easy for you.

Lock obviously doesn't understand that Customer Service should be their #1 priority at this time, well IMO. I don't even feel comfortable with my money on a site where I can't get in touch with anyone who is affiliated with them. Why don't we all move back to Merge and make it the #1 US facing network!!! I already have, join me!