Quad, I noticed he has been tweeting about basketball as well.

The excuse of not having a few minutes to address the failed deposits from the confused and panicked customers from freaking 14 days ago runs incredibly hollow to me. Not just Shane. Everyone.

You're too busy? Okay, sounds good. Guess that means that not a single person should give you their business. Because you're too sick or busy or incompetent to actually handle the business in even the most remotely responsible fashion. Too sick or busy for anyone's business? Yup. Message gets through loud and clear.

Why should I care again? You either want the business and are prepared to accept it. Or you don't and aren't.

Any excuses about the communication and customer service by anyone there are irrelevant and laughable.

Money processing stuff happens. Understood. So stop the pr nightmare and respond to an email in less than 14 days and people will be understanding and patient through the money stuff.

When you say you are going to get back to someone...actually get back to them. Shane has done that. So has rizen. That's on them. Never say you will get back tomorrow and then not do it at all. Period. Cust service 101 here.

I would love for my day to be 30 minutes in the forum and just 4 hours on emails.

Do we have any forum members in Europe here? Who wants to come and spend 24 hours with me and see what really happens?

I didn't plan on playing today, but I randomly logged into Lock and a 100K seat popped up.

I was playing it last week when it crashed, but I guess they refunded some people with tickets? I was unaware I was even registered for this, and would have been blinded out (as im sure a lot of others are right now) if I didn't randomly log on.

A simple email or something would have been nice.

Haha. Why should anyone care?

You and your organization are either capable of getting anything done and communcating with your customers or you aren't. And if you are not then why should they give you their business?

Because you are nice? Because you show up here occasionally? Because you say that you try really hard even though the players still don't hear back on important issues?

Why has there been no communication about the missing funds? At all. People have been begging.

I've been trying to get rakeback on lock poker since 6/1/2012 and I have yet to get rakeback or a response.

This has got to be the most laughable post i ever read by a rep for a major (now a days) poker site. Exactly as Micro stated,your asking for sympathy now? Want someone else to see what your going through? Are you @$#%*&^ kidding me? 1 word Shane just keeps ringing true when i think of you and thats panzee.

Good for you micro.

lol absolutely love you Microbob . Wish everyone was this intelligent.

This is eye opening. I hadn't heard this said before in such blunt language. Has anybody else been saying this also in the poker world? What are you basing these views on?

I don't play on Lock but I have always wondered why they have such a huge following of loyal players. I guess it was because of great promos and quick payments?

Shane, it takes only a minute or two to post an acknowledgement that these problems are happening when they happen and that Lock is working to get it fixed. Shane, Lock has a Twitter account that should be used for things like that, not to just send congrats to tournament winners. Shane, when all this chaos is happening on the site like money disappearing, people getting sat out in games, etc. maybe it would be a good idea to take the site down for a few hours, or a whole day even and fix the problem besides keeping everything running as usual and not even acknowledging it and ignoring everyone. It's called being a professional business who cares about their customers. So far Lock has been very shady without telling anyone anything. That's why i am no longer playing on Lock and the reason that you are losing more customers as well. For God's sake, act like you care!

That all said, I genuinely look forward to Shane's upcoming announcement addressing the major issues of the past couple of weeks. And I'm glad it is on its way.

I also believe that they truly will improve their customer support. Although I've been saying that for awhile and it's sadly been getting worse, I'm hopeful they will turn a corner and at least kind of figure this out.

I'm frustrated by the lack of professionalism and some other stuff. But I'm still pulling for Lock to stop screwing up and to be successful. Because that's way better than the alternative.

If I had a choice of a more responsible site/network serving the U.S. to succeed then I would be pulling for that too. But right now I'm pulling for Lock/Revolution because that's pretty much all I have...(as well as Merge and Winning).

Lock is the one I happen to have a fair amount of money stuck on and they also have the best promos and best value for their players (assuming they are actually able to deposit and cashout) so I guess I'm pulling for them the most and am also more disappointed in them when they have major screw ups like this.

I feel sorry for Shane, and it sounds like he feels a little sorry for himself. Understandable. He's been given the suicide mission of coming here and trying to fight a rear guard action while Rizen, Jennifer Larsen and everyone else disappears over the hill. Shane claims there is nothing he can say without direct approval from the top, knowing that the people at the top have deserted.

This is going to end fairly quickly and not well for anyone with funds on Lock Poker. Lock is a walking dead man. Oh,they may stumble along for another month, but anyone playing might as well be using play money.

My advice would be that anyone who can trade out their Lock chips on the transfer thread do so as quickly as possible. Get 50 cents on the dollar if you can and take 25 if you have to.

I had high hopes for Revolution/Lock. I hate to see any U.S. facing site fail. I may be wrong in my analysis of the situation, and if I am I will be the first to apologize. But if I have to apologize, it won't take me 2 or 3 weeks to show up and do it.

Apparently the new support team will be ready to go July 22nd. I am more than willing to wait and see how good it's going to be. The reps here have to understand they are handling other people's money. It's a very personal and emotional thing. Until they get deposit, withdrawal and support problems fixed, nobody is going to have sympathy for them.

Wow...

Maybe they tried to reach the guarantee of the tourney by registering some of the 'problem cases' from last week in the last minute, therefore potentially solving two problems, or at least getting one closer to being hidden ('hey, we booked you a ticket, not our problem if you don't play")?

Just speculating of course, I do not have more info.

I find it strange that such a refund would not be told to customers.
Also that after all the problems it would reach it's GTD at all.

What your job entails and the amount of work you do is irrelevant here. Get a new job if you are so overworked. Sometimes my job can be difficult too, but it's not an excuse for me to do poorly at it.

FWIW microbob I've always got pretty speedy responses from shane/rizen, on all my issues.

Should he be here carrying locks load? Yes.. but it's not like hes not trying. He has to read hundreds and hundreds of posts per day to even begin to pick at the issues.. And god knows how many emails.. It's not unreasonable that hes behind. The absence was annoying, but I can't blame the ONE guy they throw into this ****fest for taking some time off. They need more rep's here to help shane through this. Actually **** that, they need support so Shane doesn't have to do their job for them.

The only way anybody gets response from support is when Shane himself emails.. Half the time they still can't fix it or give a response. Thats not cool. Hes got to be uber frustrated being in that situation. It's just a ****ty situation all around.. Its tough to be the player and shane at this point. We all want someone to blame and hes partially to blame for communication errors, but hes also picking up the slack of whole of Lock... so Its at least understandable.

I don't know. Hope this gets better soon.

Edit;

A lot of you are being extremely unreasonable as well.. Shane is a representative, not customer support. He shouldn't have to be here fixing our deposit issues or ronin or cashback or any of that bull ****. Its "his job" to be a Rep and talk about lock, but they aren't even giving him things to say. Chill a little on the insults, hes the ONE guy that actually tries to help us.

@ Shane,

why hasn't the back-end of Lock taken steps to hire more support? It's not really that hard. Your dev. team seems to be ever working on software, so they aren't lacking much.. Little slow maybe.. Support doesn't need a **** storm of training though, why has lock not hired more to take your burden and respond to emails?

Where in Europe is your Europe (hey, after all it is not _that small), or put differently more accurately where are you based?

Malta-Gibraltar-elsewhere?

Is this some kind of an invitation to sign some NDAs and do some serious digging/research or more of an invitation to drinking excesses to latter brag about what strip clubs where visited and how cool everybody at Lock is?

Serious questions from my side.

Just to clarify, I am not affiliated with lock, partnered in any way or have other personal interest in Lock, not even an account there.

The scale of improvement required meant it wasnt just a case of interviewing and hiring a couple of people. This was a large scale change so there were contracts to be negotiated and signed and now training to be done. The original plan was for these guys to be on sooner but the contracts side of things dragged out, no doubt some lawyers needed to make sure they got enough billable hours.


This was an invitation to see the full scale of my work day, it would seem poker players underestimate the hours that the people running their sites put in.

There will be no strip clubs we aren't that kind of company and I unfortunately havent been drunk for weeks. If someone could ship me a bottle of Tanqueray it would be greatly appreciated.

I don't think that really addressed the points that quad was making about twitter, basic communication, etc. It is interesting to hear of that process and good to know that Lock is finally taking this stuff more seriously. But quad's post that you quoted before the response was bringing up some different stuff then that as well.

Shane,
I see. It sounded differently to me, not as much focussed on your day of work, but the work place itself, but maybe I just misunderstood.

Certainly not me....

Okay...so theoretically, to which country that parcel with Tanqueray would be heading to?

I would recommend Zirbenschnaps (Swiss Pine liquor)...

Quads post wasnt meant to be in that, it was just replying to Khemist.

As far as Quads thoughts on better communication I have recently floated the idea of putting a blog together so we can update players better and players can have a central location to check for problems.

As always this isnt something I can just run off and do, it has several layers of approval to go through before it can see the light of day. The internet is a very fluid place, and internet customers require more and more instant information and instant changes but there is a balance on the business side and things still have to run through as series of procedures.

MicroBob killing it ITT

It is definately communication that i was talking about. When this stuff happens, use Twitter, use 2+2, use Facebook, send e-mails. Just inform us. I am glad that you are floating around the idea of a blog, but make use of the vehicles that are already available to keep us out of the dark. A single post or tweet can go a long way. Yes, i have stopped playing on Lock. But, if i see better communication between Lock and their customers, i could see myself coming back in the future.

I've been basically lurking and reading in here and I've gotta say this entire situation Reeks of Corp. Bureaucracy... Really, when I step back and look at it I just see Bureaucratic BS that's outside of Shane's control.

I can totally understand the 'Hey, just say something...' points, and agree with them, but at the same time when it takes 3 levels of approval or a 'team decision' to give someone else access to a Twitter account so they can even tweet, for example, then things can be a real PITA to get sorted out.

One thing that's good about that is the bureaucratic view is usually more 'big picture' and 'long-term' oriented rather than 'duct tape it', which means yeah, it's a ****in headache right now while they're laying a foundation, but even though it's frustrating and they're dropping the ball quite a bit in some areas, like a simple tweet or two, the long-term looks way better for everyone.

That's all the 'excuse making' I'm going to do, and personally, I think it would be cool if maybe Shane put a sticky up at the top of the forum and just let people know when he'll be here answering questions or something like that...

You know, something like 'reviewing threads and responding again on Wed. the 18th - earlier if time allows'... 'sorry out sick, won't be replying until Mon.'... Just some '3 second updates' with his 'talk to us schedule' in a place we can easily find so people know when to look for (expect) more information.

I think this last week would probably would have been way less frustrating for everyone with something like that, because if we knew last Mon or whatever he was sick and not to expect anything for a bit it would have been easier to understand the lack of communication this week and if he had time and felt better before he could have dropped in for a min, but there wouldn't have been an expectation of someone saying something and not hearing anything for a few days.

You have your own forum here where you can post and sticky everything you want. and a twitter account. There is no need to start a blog. Simply use your current outlets more productively.

Hell, twitter is referred to as being a microblog. So just use that. It's immediate. Something happens in the Sunday tourney or another server crash, tweet it out. You want players to know they can get in touch if they are having a problem with a deposit, then tweet that message to everyone.

A blog is not necessary at all really. You have a whole FORUM right here that you are already paying for. Start a new thread. Sticky an announcement.whatever. and then tweet it also. And put it on Facebook too. Because different players and customers and potential customers are with you in each of those different venues.

Just make sure to stay on top of it. You don't need a new place in order to stay on top of the current places.