Quote:
Originally Posted by imjustshane
After seeing this message I went through your support logs as it sounded weird that you were getting no responses at all from the cashier team and I did notice something.
Throughout your case history there are several cases of support replying to you saying they have passed it over to the cashier team and they will get back to you. You then get contacted by a member of the cashier team who gives you an update.
Both the cashier and support teams use the same email signatures because they are all essentially part of the support team, I can tell which is which by the names but I can see how you might not realise.
Im also assuming you were expecting to be able to tell based on the information you got. Unfortunately because its through a 3rd party processor and not us dealing directly with WU there isnt always the detailed information that players would want, hence the vague responses that are given from the cashier team.
Shane, this is indicative of what's wrong with your company. How would I possibly realize the cashier dept ever contacted me if the signatures are the same as front line customer support? Every email I've received regarding my withdrawal is signed, "CSR, Lock Support"
On the other hand, I have had issues with deposits and support told me they were sending my email to the cashier dept and they would get back to me. Sure enough, the cashier dept got back to me with a different signature.
So, you're telling us that the front line support and the cashier dept use the same signature when it applies to withdrawals, but the cashier dept uses a different signature, showing clearly they are the cashier dept., for deposits?
These horrible management decisions keep being made by your company. How easily avoided a lot of the disgust toward Lock would be with someone making some solid decisions.
I appreciate you trying to explain these things as you understand or know them to be, but for the love of poker, please, please fire, get rid of, can whoever it is who is making these awful business decisions.
For instance, the happy hour thing. Such a simple concept and promo, been done before at other sites, yet Lock get's it so wrong and has everyone confused.