****OFFICIAL "Fix known issues by July 1st or I'm leaving" thread****

[Ben Lopez]

Enough is enough. Lock has been making empty promises of improving for far too long. Well, guess what? It's crunch time. While there are many "known issues", I would like to propose that the main 3 MUST be fixed by July 1st:


-Bonuses must show up properly in admin and be credited properly. Ronin and cashback must also be credited accurately and on time.

-NO further issues with money disappearing into thin air; winnings after leaving a table or cashing in a tournament should be credited to your account in 5 minutes or less

-Customer support must be improved DRASTICALLY. No more emails answered only with silence!


Even with all the past issues such as the the casino bonus and months of silence, even though we knew things wouldn't go as smoothly as possible with such a sudden transition and many questions were left unanswered, even when things started to go wrong after June 1st, we still were patient with you, Lock.

No more. Fix these serious issues by July 1st or all in this thread will cashout and quit Lock Poker forever.

[IamPro]

+1

[Chazley]

Lock Poker has improved leaps and bounds from day 1. Let's remember they are basically starting a completely new poker site and it has been 3 weeks. Give them some more time before you start threatening them with leaving the site forever. As long as we continually see progress, that's all you can ask for.

[glockdiesel]

I totally agree with giving them some time. 3 weeks isn't that long and even though it's just a little at a time they are improving. The only issue I really have is the customer support. Other than that they are working on everything. The player rewards on lock are amazing. On another site I would have gone busto for sure. I'm having a horrible month and still profiting.

[Ben Lopez]

I can forgive most of the problems with Lock poker. But the fact that money was disappearing from player's accounts and they were not on RED ALERT scrambling, working overtime to resolve something this serious, is unbelievable. In fact, the responsible thing to do would have been to shut down the client. At the very least, they should have made some sort of announcement saying they were having issues. Remember, a lot of people only got their money back after bothering Shane for a week...what about the others who may not have noticed? Then when players are understandably alarmed about these problems and want answers from support, they literally get no answer. Not even a copy/paste response. Nothing. For those that don't know about 2p2, they are totally out of luck.

THAT is what needs to be resolved. If you're willing to give them more time beyond July 1 that's fine, but I am done waiting for them to drag themselves up to the rank of acceptable.

[glockdiesel]

I feel you man I get totally tilted when I can't get a response and usually jump on here to see if I can get answers. With the money disappearing thing, they fixed it. I know it happened to me and I started freaking out sending emails and getting on here and it all did come back. There was just a delay. Merge had huge issues when they changed there software, and honestly from talking to friends and checking up on it on here, I think lock had a smoother transition than they did.

[ChipRick]

the levels of incompetence are amazing in lock management, like i think someones grandma is the CEO with grandson shane to do the heavy lifting...

i wasted 50usd on a 1k western union xfer that got rejected for whatever reason by lock...they took 5 days to tell me that i had to resend so i just told WU to send it back to me and ate the fee...mind you this is on a stakes account, i tried getting a lock account at beg of month and like everyone else had my money disappearing, software buggy, and support not responding for days on end...

And like others have said, i would be willing to give a site time to iron out software issues but the way i am treated by support tilts the sh*t out of me and i wont put 10k+ on a website that treats me like that...

My boycott of Lock poker started a week ago.

[glockdiesel]

That's weird my 1k western union deposit had a $40 usd fee?

[ChipRick]

yea differing fees for the location you go to

[iWillNotBust]

As someone who plays on the site 8 hours a day, I'd like to say it's improved a ton since June 1st. I myself am getting very tilted with the customer service though. It would be a hell of a lot easier to except the small stuff if basic, simple questions/problems could be handled. My main issues with the site are as follows though:

1.) When I max my tables the site bugs out and I have to close it down through task manager (pretty awesome when you're short stacked with 10bb in a tourney) This happens about 4/10 times I try to do it. I've had to adjust when I fix my sizes based on what time it is/ how deep I am.

2.) Tiling is about the biggest joke in the world on Lock. Unless you have a 2 huge screens, how is it possible to play more than 8 tables or so and still see the table info? I run a 2 20' set up, and I get get about 8 tables loaded before I have to squint and or start over lapping.

3.) Speaking of over lapping screens, my tables don't always pop up when it's my action. Again, makes it a pain to play very many tables. This has cost me a ton of money/chips when I needed them most.

4.) Money still takes a long time to get back to your account from cash tables. Not always, but still up to 30 mins from time to time. I keep most of my BR off the site for fear of another FTP and sometimes I load up the entire online balance depending on how many cash tables I am at. Kinda sucks when you've been waiting for the fishy table to open and you can't sit because the table you got off of 10 mins ago still hasn't returned your money.

5.) Last, but certainly not least, support is a joke. It takes on average 1 week- never to get a response from them. The only way to get something done is to badger Shane or Emily and sometimes it still takes years to hear back. Software issues are one thing, but not helping your customers play on your site, hence paying rake, hence giving you a job is a joke. A note to Lock, no one is expecting your brand new site to run perfectly, but we do expect to be treated like our problems are even the slightest bit important to you. Coming from a customer oriented sales job I've always found the best way to keep problems from happening is to address them as soon as they start. People are much more forgiving if you TRY to help them opposed to IGNORE them because you don't know an answer/ are too "busy". If you can't respond to emails from a site with 3,000 players at peak hours wtf are you doing running a poker site? Hire more people or hire better people because it's a joke. It's not like there is 100,000 players with problems..... and at the rate Lock is going, there never will be.

**Rant officially over**

[KingKongGrinder]

I plan to give Lock some more time. We are only 3 weeks into the transition. My br is currently split between Revolution and Merge, so I play on both. I'm just not excited enough about the Merge software update to give up on Revolution yet. I would like to see both sites do well. Competition is good folks, so don't give up just yet. Shane says that a major customer service upgrade will happen after the WSOP. I will give it until the end of July to see progress. After that, my whole BR goes to Merge.

[iWillNotBust]

Originally Posted by KingKongGrinder

I plan to give Lock some more time. We are only 3 weeks into the transition. My br is currently split between Revolution and Merge, so I play on both. I'm just not excited enough about the Merge software update to give up on Revolution yet. I would like to see both sites do well. Competition is good folks, so don't give up just yet. Shane says that a major customer service upgrade will happen after the WSOP. I will give it until the end of July to see progress. After that, my whole BR goes to Merge.

I'm right there with you. I've crushed on Lock so far, but it just isn't fun dealing with the constant nonsense. I plan to give them until about August, and after that will probably just play the Sunday MTT's and grind on Merge through out the week. The software makes it pretty tuff to get any good volume in without going on tilt from it spazzing out 20 times in a session.

[FutureInsights]

Originally Posted by KingKongGrinder

I plan to give Lock some more time. We are only 3 weeks into the transition. My br is currently split between Revolution and Merge, so I play on both. I'm just not excited enough about the Merge software update to give up on Revolution yet. I would like to see both sites do well. Competition is good folks, so don't give up just yet. Shane says that a major customer service upgrade will happen after the WSOP. I will give it until the end of July to see progress. After that, my whole BR goes to Merge.

I was lucky enough to get in the Intertops skin. However, Intertops depends on Lock (i.e. if revolution goes down, I probably cash out of Intertops).

Time will tell, but I grind equally on both sites. I must say, I'm crushin more on Merge than Revolution, but I'm still pulling for Lock.

However, they are going to have a large influx of players. They are transitioning their skin to a dealt skin, and even the vault has problems. They didn't program this transition to well, and their rewards programs show this. But MOST IMPORTANT is the customer service. Its why I defected to another skin. if they can't get that together, down goes the ship.

Come on Lock, I'm pulling for ya (customer service wise).

[blobbloblob]

I sent Lock an email to get rakeback turned on June 1st and I never got a response back. Hence why I haven't deposited and doubt I will. I have an Intertops account and I will probably go back to there.

[Ben Lopez]

I had rakeback on both Lock and Intertops before the move, so if I decide to leave and play on Intertops, do I keep my rakeback at Intertops even though I played on Lock with rakeback?