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Old 07-13-2012, 12:00 PM   #1
MicroBob
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Dear Lock, Where are you?

I'm posting this as respectfully as I can given what I've been reading on this forum. I request a response from Lock in this thread as soon as possible. Thank you. This shouldn't take very long and should not be an issue in your efforts to try to help other customers as well.

--------------------------------------------------

I had a fairly simple question that I sent to support. It's now 8 days later and I sent the email 4 total times and have received zero response. I believe strongly in not bothering support with a ton of emails about the same issue. But I kept the email very quick and to the point. And I also don't really think it's bothering anyone there anyway since I doubt anyone has even looked at it.

Ummm, why hasn't anyone looked at it and why have I not received a response to a super-simple question?

More importantly, there are several players who have far more important issues they are trying to get addressed and they can't get a response either.

I also need to get my address changed on Lock. How long will that take? How long SHOULD it take? I haven't even tried to start that process because I'm assuming it will take several weeks just to get it acknowledged and done.

About a month ago, I asked a sarcastic rhetorical in a thread towards Rizen about "how long should it take to hear back from email support?" or something like that and Rizen answered that he knew my question wasn't really serious but that they clearly needed to do better.

Yet in that interim, support has actually gotten worse. Way worse it seems. After all the promises about definitely needing to improve and it's going to happen, etc etc.

You have player after player after player who deposited and then received no money and now they are going to go to their bank and claim fraud (that's what they're saying in the other thread...and I believe them). Is that what you really want?

You want 100's of additional players who were thinking about depositing now absolutely refusing to do so because they are afraid?

The refusal to answer or provide any response at all in that thread (and most of the other threads) is really bad. The money is being taken and processed. Did the DOJ intercept it or something? Why is it not in these players' Lock accounts?

Is this tantamount to stealing and if this happened to YOU on an online poker account at a different site would YOU consider it to be stealing?

The absolute lack of response from anyone at email support for the vast vast majority of issues ranging from simple to serious stuff (like somebody having $500 practically stolen with no response) is incredibly alarming.

I am concerned. So are many others.

Where are you and what the heck are you doing?
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Old 07-13-2012, 12:33 PM   #2
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Re: Dear Lock, Where are you?

The main event is going on right now....maybe the company takes off to play? This Lock support thing is getting really old. I'm willing to keep playing on this outdated software long term if they could just fix their customer service.
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Old 07-13-2012, 12:37 PM   #3
slimshady1999
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Re: Dear Lock, Where are you?

Cake support still responds to all my emails within 15minutes even now yet lock support takes days to respond (if they even respond) despite the fact that both are on the same network, same software,etc. sighh
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Old 07-13-2012, 12:43 PM   #4
Brickhead816
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Yea I've finally got accustomed the software and I'm behind lock 100% but this bs with no response from cs makes even a fanboy like me nervous.
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Old 07-13-2012, 12:47 PM   #5
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by BrianRx74 View Post
The main event is going on right now....maybe the company takes off to play? This Lock support thing is getting really old. I'm willing to keep playing on this outdated software long term if they could just fix their customer service.
if they have taken off to play that is the worst thing i have ever heard of for customer support. EVER
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Old 07-13-2012, 12:53 PM   #6
kamacazikid
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Re: Dear Lock, Where are you?

obviously something is going on ...OR they are just really busy fixing the issues from the take over..either way its getting old fast and they need to consider shutting the site down to catch up.
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Old 07-13-2012, 01:39 PM   #7
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by MicroBob View Post
I'm posting this as respectfully as I can given what I've been reading on this forum. I request a response from Lock in this thread as soon as possible. Thank you. This shouldn't take very long and should not be an issue in your efforts to try to help other customers as well.

--------------------------------------------------

I had a fairly simple question that I sent to support. It's now 8 days later and I sent the email 4 total times and have received zero response. I believe strongly in not bothering support with a ton of emails about the same issue. But I kept the email very quick and to the point. And I also don't really think it's bothering anyone there anyway since I doubt anyone has even looked at it.

Ummm, why hasn't anyone looked at it and why have I not received a response to a super-simple question?

More importantly, there are several players who have far more important issues they are trying to get addressed and they can't get a response either.

I also need to get my address changed on Lock. How long will that take? How long SHOULD it take? I haven't even tried to start that process because I'm assuming it will take several weeks just to get it acknowledged and done.

About a month ago, I asked a sarcastic rhetorical in a thread towards Rizen about "how long should it take to hear back from email support?" or something like that and Rizen answered that he knew my question wasn't really serious but that they clearly needed to do better.

Yet in that interim, support has actually gotten worse. Way worse it seems. After all the promises about definitely needing to improve and it's going to happen, etc etc.

You have player after player after player who deposited and then received no money and now they are going to go to their bank and claim fraud (that's what they're saying in the other thread...and I believe them). Is that what you really want?

You want 100's of additional players who were thinking about depositing now absolutely refusing to do so because they are afraid?

The refusal to answer or provide any response at all in that thread (and most of the other threads) is really bad. The money is being taken and processed. Did the DOJ intercept it or something? Why is it not in these players' Lock accounts?

Is this tantamount to stealing and if this happened to YOU on an online poker account at a different site would YOU consider it to be stealing?

The absolute lack of response from anyone at email support for the vast vast majority of issues ranging from simple to serious stuff (like somebody having $500 practically stolen with no response) is incredibly alarming.

I am concerned. So are many others.

Where are you and what the heck are you doing?
#1

I really like Lock so far. The promotions are great, software is imo really good compared to other sites and games are fine, too. But as someone else said in this thread: Even as a Lock fanboy I am starting to get nervous because of the things MicroBob sums up nicely.

It looks like all customer reps only sporadically look in this forum and answer questions...especially since last Sunday and the server hick-ups including the ****storm that followed here on 2+2, there have been no statements, information or answers in pretty much no thread on this forum... This is worrying and that lack of communication is the perfect ground for speculation of all kind. People are concerned and want answers and the fact that Lock fails to give them is a real sad story which will damage the reputation of an otherwise great site, especially because this network/site has enormous potential.
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Old 07-13-2012, 01:56 PM   #8
lopozi
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Re: Dear Lock, Where are you?

do we have a full name for either of the support guys maybe someone can hunt them down
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Old 07-13-2012, 02:10 PM   #9
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Re: Dear Lock, Where are you?

Just googled Lock Poker and this is the first thing to come up after their website.



It's as if they're committing suicide.
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Old 07-13-2012, 02:12 PM   #10
ArdbegOwns
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Re: Dear Lock, Where are you?

Wow, thats bad...who's gonna sign up with having a look at this subforum first??? They ruin their reputation big time here...
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Old 07-13-2012, 02:39 PM   #11
caligirl
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Re: Dear Lock, Where are you?

Anybody with any doubt about what is going on with LOCK, just read the 'Deposit vanished into thin air" thread. I am on day 6 of my deposit being stolen. I went so far as to send them a screen shot days ago tp prove what I felt I should not have to prove. What resolve did I get. NOTHING. All they had to do was to contact their processors and make a statement. Instead they have done NOTHING. They are stealing money from their loyal customers and doing nothing about it. I trusted LOCK, like so many others, and this is what we get.
THANKS LOCK
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Old 07-13-2012, 02:41 PM   #12
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Quote:
Originally Posted by BrianRx74 View Post
The main event is going on right now....maybe the company takes off to play?

There is no excuse for not immediately helping a customer who deposited $500 and then it not show up. We are talking two weeks for some of these players with zero to almost-zero help on the matter.

If their staff is so thin then playing in the WSOP while leaving their players hung out to dry is inappropriate. They have responsibilities to their business.

Or, they can actually have enough people in place where others can play in the wsop I guess.

But if truly all of their staff is playing at the wsop AND they basically left the whole support thing totally empty for a few days then that would just be completely wrong.

What's worse is that one wonders if they actually care about any of this. One gets the impression that they perhaps don't. I don't even know how that is possible. I would take so much pride in what did if I worked there just like I do with my current place of employment.

At one point I was very impressed with how much they cared and their attentiveness.
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Old 07-13-2012, 03:01 PM   #13
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Re: Dear Lock, Where are you?

After reading the things Ive seen on this forum, and my own issues of being passed off from customer support, to Emily, to Shane, to Rizen over the course of a full month and not even getting a response about my simple Ronin payment issue, I have to say that it appears this company is very poorly managed in every facet of their customer servie department.

I truly feel that even just 1 person dedicated to this job could do better than all of the people I just named are doing for Lock.
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Old 07-13-2012, 03:08 PM   #14
kamacazikid
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by MDoranD View Post
After reading the things Ive seen on this forum, and my own issues of being passed off from customer support, to Emily, to Shane, to Rizen over the course of a full month and not even getting a response about my simple Ronin payment issue, I have to say that it appears this company is very poorly managed in every facet of their customer servie department.

I truly feel that even just 1 person dedicated to this job could do better than all of the people I just named are doing for Lock.

agreed man, pay me 200 bucks a day and i can run the whole support myself better than them
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Old 07-13-2012, 03:10 PM   #15
RomanBanker
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Re: Dear Lock, Where are you?

"The reason the people on 2+2 aren't responding as much right now is because our support is currently an embarrassment. Because of this, people like Rizen, Shane end up doing a job that isn't there's. Both of them receive 100s of emails and PMs per day that would be going to support if we had any reliable support at all.

That said, we're supposed to be improving support dramatically in the near future. Stay tuned.


The lack of support comment is only an excuse for Rizen and Shane. It's certainly not an excuse for Lock. I've been pushing our owner to improve our support for a long time. It looks like that may have finally happened but I'll believe it when I see it."
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Old 07-13-2012, 03:16 PM   #16
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Re: Dear Lock, Where are you?

Umm, who said that and where is that from?
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Old 07-13-2012, 03:17 PM   #17
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by ArdbegOwns View Post
Wow, thats bad...who's gonna sign up with having a look at this subforum first??? They ruin their reputation big time here...
... while paying for the privilege of negative advertisement.

Last edited by karmageddon; 07-13-2012 at 03:31 PM.
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Old 07-13-2012, 03:19 PM   #18
ArdbegOwns
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Re: Dear Lock, Where are you?

If they need someone for their 2+2 support team I'd be happy to help ^^ I am here all day anyway
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Old 07-13-2012, 03:22 PM   #19
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Re: Dear Lock, Where are you?

I suggest tweeting their big pros like Annette, Rizen, Weisner, and Margets to see if they can get support in this thread.

At the tables one of their pros said they were redoing support and should be improved in a week but we've heard that before.

Rizen has rarely posted in this thread in the last month, its only Shane.

And FWIW, I hope they figure this out because Lock has great value for their players. I've enjoyed my time here (i haven't experienced any problems yet).
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Old 07-13-2012, 03:46 PM   #20
MicroBob
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Re: Dear Lock, Where are you?

Improved support in the next week would be fine of course. But the whole thing is still unacceptable.

They have players' deposits freaking vanishing into thin air and it seems very much as though nobody is doing a thing about it. That's incredible.

In the very least, they can make ONE statement that they are aware of the situation, will be working on it, the players will have the funds eventually but it won't be happening for a few days while they figure it out....and that customer support is going to be improved.

That single statement could take less than 5 minutes to post on the forums. That's it. Even something as terrible and simplistic as that would be a HUGE thing compared with the current status.
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Old 07-13-2012, 04:06 PM   #21
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by WiCane View Post
I suggest tweeting their big pros like Annette, Rizen, Weisner, and Margets to see if they can get support in this thread.

At the tables one of their pros said they were redoing support and should be improved in a week but we've heard that before.

Rizen has rarely posted in this thread in the last month, its only Shane.

And FWIW, I hope they figure this out because Lock has great value for their players. I've enjoyed my time here (i haven't experienced any problems yet).
This is what I was thinking. Tweet the **** outta them and force them to respond. Shane has a twitter too. I would start it but I don't have twitter.
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Old 07-13-2012, 04:11 PM   #22
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Re: Dear Lock, Where are you?

I agree completely, it should be simple stuff. Even if they don't have concrete answers at the moment just the idea that someone listening is big.

That's why I said to tweet their pros. Their name is attached to Lock, maybe they can even step in an answer a few questions or talk to the right people

FWIW I opened twitter today and sent a few messages
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Old 07-13-2012, 05:01 PM   #23
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by MicroBob View Post
Improved support in the next week would be fine of course. But the whole thing is still unacceptable.

They have players' deposits freaking vanishing into thin air and it seems very much as though nobody is doing a thing about it. That's incredible.

In the very least, they can make ONE statement that they are aware of the situation, will be working on it, the players will have the funds eventually but it won't be happening for a few days while they figure it out....and that customer support is going to be improved.

That single statement could take less than 5 minutes to post on the forums. That's it. Even something as terrible and simplistic as that would be a HUGE thing compared with the current status.
Bob has made several excellent posts in various Lock threads recently, all basically asking Lock to step up and at least give some type of answer to all of the issues and questions that have been raised. All that we have heard from Lock is a vast silence.

Folks,there is nothing new here, it's all been seen before. They won't address the issues because they have no answers. They can't tell you why your deposits haven't shown up in your account because either the processor or Lock is hanging on to the money. Where is the owner, Jennifer Larson? Where are all the Lock Pros?
In my mind, this is a rogue site and powers that be at 2+2 should acknowledge this.

Keep pressing them for answers, Microbob - although I fear it will do absolutely no good. We've seen this program before, and it doesn't have a happy ending.

Last edited by OldYoda; 07-13-2012 at 05:30 PM.
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Old 07-13-2012, 05:40 PM   #24
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Re: Dear Lock, Where are you?

We MUST be heard!! The Twitter ideas sound amazing! Lets get our voice her yall! There is absolutely NOTHING funny about getting funds stolen!
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Old 07-13-2012, 07:51 PM   #25
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Re: Dear Lock, Where are you?

I'm honestly starting to get a little worried...the lack of any communication here when there was a pretty constant flow of posts at least from Rizen is troubling
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