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Old 07-14-2012, 09:33 PM   #51
imjustshane
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Re: Dear Lock, Where are you?

Hey, want to let everyone know that we are still here and that we will be responding to this soon. We have good news coming up as well but I want to get that all together before constructing an official response on this. But we haven't left nor are we going to leave and we will be coming around with an official response as well as other important announcements as soon as we are allowed to announce them. I understand people are frustrated right now but we really are on top of it and will be officially addressing this soon.
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Old 07-14-2012, 09:51 PM   #52
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Re: Dear Lock, Where are you?

There are maybe 4 potential important announcements I would care about.

1) Lock hires 100 new customer service employees.
2) Lock rolls out new software.
3) Lock raises RB to 80%
4) Instant withdrawals.

A hint please.
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Old 07-14-2012, 09:59 PM   #53
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by imjustshane View Post
Hey, want to let everyone know that we are still here and that we will be responding to this soon. We have good news coming up as well but I want to get that all together before constructing an official response on this. But we haven't left nor are we going to leave and we will be coming around with an official response as well as other important announcements as soon as we are allowed to announce them. I understand people are frustrated right now but we really are on top of it and will be officially addressing this soon.

Horrendous fob off and clearly just a way to buy more time whilst they decide what to do.

You've got like 50+ people on these pages alone having serious money issues caused by your poker site. Yet you can't even be bothered to put in an extra hour of your time to at least contact them to reassure them at any stage since they complained (like 2 weeks+ ago)? Pathetic.

Whatever the hell has happened, it's obviously seriously bad and you'll no doubt lose a helluva lot of customers due to your ineptitude.

The sooner you learn that your customers ARE your business the sooner you might start winning some repect back. Til then... gl... although tbh it doesn't sound like you guys listen to anybody at all re this sort of stuff anyway.

Get ur money off this site asap guys and keep it off.

Last edited by Handbaggio; 07-14-2012 at 10:00 PM. Reason: I thought some punctuation might be useful.
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Old 07-14-2012, 10:00 PM   #54
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Re: Dear Lock, Where are you?

waiting for the announcement to be "here's a bunch of freerolls for the inconvenience" while completely ignoring all of the major issues.
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Old 07-14-2012, 11:17 PM   #55
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All,

Shane pm'ed me that he saw my thread and would be responding shortly. I suggested that any appearance in the thread at all would probably be a good idea...just so we know he is still there, etc.

What Shane said is verbatim what I suggested he say. I'm glad he listened to my input to continue dialogue with his customers even if he couldn't say much or anything officially. Many others in this and other threads were also recommending the same.

Any communication is better than total silence. That's what I've been telling them. Glad they are listening.
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Old 07-14-2012, 11:36 PM   #56
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Quote:
Originally Posted by MicroBob View Post
All,

Shane pm'ed me that he saw my thread and would be responding shortly. I suggested that any appearance in the thread at all would probably be a good idea...just so we know he is still there, etc.

What Shane said is verbatim what I suggested he say. I'm glad he listened to my input to continue dialogue with his customers even if he couldn't say much or anything officially. Many others in this and other threads were also recommending the same.

Any communication is better than total silence. That's what I've been telling them. Glad they are listening.
Bob thanks for all you do. I think lock would be wise to consider hiring you as a rep.
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Old 07-15-2012, 12:09 AM   #57
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Re: Dear Lock, Where are you?

Very relieved to hear this. I hope the announcements first address the players deposits and withdrawals, then assure us support is going to improve followed by their software. If possible under promise and over deliver instead of the opposite.
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Old 07-15-2012, 02:28 AM   #58
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by imjustshane View Post
Hey, want to let everyone know that we are still here and that we will be responding to this soon. We have good news coming up as well but I want to get that all together before constructing an official response on this. But we haven't left nor are we going to leave and we will be coming around with an official response as well as other important announcements as soon as we are allowed to announce them. I understand people are frustrated right now but we really are on top of it and will be officially addressing this soon.
Oh god, plz god, one mother ****ing time, oh plz, multiple one times, plz for the love of god, oh my, plz let there be good news!!! Plz Lock, pull through, plz, plz, plz!!!!

Ok... Deep breaths.... (holds breath)

Hope I don't pass out....
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Old 07-15-2012, 02:52 AM   #59
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by imjustshane View Post
Hey, want to let everyone know that we are still here and that we will be responding to this soon. We have good news coming up as well but I want to get that all together before constructing an official response on this. But we haven't left nor are we going to leave and we will be coming around with an official response as well as other important announcements as soon as we are allowed to announce them. I understand people are frustrated right now but we really are on top of it and will be officially addressing this soon.
you are an enormous clown and your site is a gigantic scam
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Old 07-15-2012, 03:02 AM   #60
MasonDub
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Re: Dear Lock, Where are you?

I hope part of the good news is that they are working on our deposits that were taken from us and not deposited onto their site. I wish i would have looked around this forum before depositing my money to Lock, it was only the min amount, but still it is my money that i worked for. I hope that there are not more people that run into the same problem i ran into. Lock Poker's support is going to be very backed up with all these not responded to problems if they dont do something quick.
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Old 07-15-2012, 03:24 AM   #61
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Re: Dear Lock, Where are you?

I have given up on Lock for good. They have chased me away and it is too late for me to give them another chance. After weeks and weeks of reading complaint after complaint on 2+2 with no responses, and even posting my own complaints with no responses it is time to move own from this site(scam). I've never in my life seen a company with so horrible support and disregard for their customers. It is totally unprofessional and unacceptable of a company to treat their customers the way they have been treating us. At this point they are starting to make Full Tilt and UB look like angels imo. I, for one do not and will not continue on wondering if my money is there or not and if i'll ever get it. I will not continue on not knowing if support will ever respond to me or not. I'm glad to be rid of this headache for good. I'm over it. Back to Merge 100% of the time for me until legalization and regulation. Good job Lock, i'm sure you'll be out of business for good soon.
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Old 07-15-2012, 03:30 AM   #62
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by Leiferman View Post
Oh god, plz god, one mother ****ing time, oh plz, multiple one times, plz for the love of god, oh my, plz let there be good news!!! Plz Lock, pull through, plz, plz, plz!!!!

Ok... Deep breaths.... (holds breath)

Hope I don't pass out....
hi shane
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Old 07-15-2012, 03:49 AM   #63
Leiferman
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Re: Dear Lock, Where are you?

Nice. I just really want things to work out. I have put forth some time and effort and, as anyone else, don't want to have it wasted (although I know that is the risk of IP these days). Can't I just drunk girl excite it up for a second?

edit: For the record, Shane never has responded to my PM's for help. Just shows how stupidly optimistic I am I guess...

Last edited by Leiferman; 07-15-2012 at 04:02 AM. Reason: I will be, most likely, wasting optimism :(. Although, I hope not, lol.
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Old 07-15-2012, 07:19 AM   #64
Synergistic Explosions
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by FatalError View Post
you are an enormous clown and your site is a gigantic scam
Quixotic. Elaborate?
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Old 07-15-2012, 09:58 AM   #65
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Re: Dear Lock, Where are you?

This reminds me of when FTP was in its death throes and tried stealing little amounts from peoples bank accounts. First denial, then rougue processor then silence.

Maybe I'm jumping the gun but sure feels that way based on these posts
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Old 07-15-2012, 10:07 AM   #66
joeyrulesall
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How can anyone be playing on this scam site? Hey Shane and rizen how bout you do the right thing and quit. You know your company is a fraud but yet you accept paychecks from them while they steal people's deposits and outright ignore people that trust them. It's FTP all over again. Thank god I never got mixed up with this horrible site.
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Old 07-15-2012, 12:49 PM   #67
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by SIThomer View Post
This reminds me of when FTP was in its death throes and tried stealing little amounts from peoples bank accounts. First denial, then rougue processor then silence.

Maybe I'm jumping the gun but sure feels that way based on these posts
exactly the same thoughts.
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Old 07-15-2012, 01:16 PM   #68
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Re: Dear Lock, Where are you?

This is like the opposite though. As was pointed out in another thread. On Full-Tilt they credited everyone's accounts, even though Full Tilt was not receiving any of the money because of the processor issues.

IF Lock is going under (and I don't think they are) there is no reason to not credit the poker accounts. If it's all fake-money or funny-money that they have no intentions on paying out, then just credit everyone with the bogus money....and by doing that they keep the cash-flow coming because there isn't quite as gigantic a negative PR campaign against them.

See what I mean? Not crediting the poker accounts doesn't help them at all even if they ARE going under. Just let everyone keep playing with money that Lock isn't going to pay back. Obviously.

It's clear this is not really a strategy being used to precede taking everyone's dough. I understand all the panic involved and I'm concerned too. But that leap of logic just doesn't make sense.

What IS clear is that they obviously have been having some processor issues (to put it mildly) and that they have been completely incapable of communicating with their players and setting up the reimbursements.

Do they have any idea what's going on at all? Seems very possible that they do not. And if they do then they are screwing it all up incredibly badly. That is all pretty bad.

But I really doubt they are intentionally stealing deposits and then depositing into people's accounts as their "get out and screw everyone" strategy. Because there is no reason for them to do it that way.

They clearly don't know what the heck is going on with the deposits and are not exactly putting forth a very good effort at figuring any of it out.

And, oh yeah, Shane was sick. And Rizen hasn't been around for a few days because he probably has some games in Las Vegas that he really wants to play. So that makes everything even slower because, of course, the players who haven't seen their deposits for two weeks would be impossible for Lock to prioritize without them.

I don't at all understand those excuses even a little bit. If I were in their position in which customer-service was struggling but I worked for the site I would be doing everything possible all the time to help these customers make it through and to try to save my own company from this terrible PR nightmare. I've done that from my bed while I was sick when there have been important issues at my business. I've pulled all-nighters fixing important stuff.

So it is absolutely fair to say that there does not seem to be an appropriate sense of urgency regarding all of this. Shane's statement that he copied from me is a start....which is better than no start which is where they were for awhile on this.

But they really need to get on the ball with an official statement and public plan for these players not getting their funds, etc.

Because without such a statement AND action to follow-up, there will be more and more players comparing it with FT, etc etc. And they shouldn't want that even once...much less the dozens and hundreds of times people are understandably drawing that conclusion now.

What a PR nightmare? How long until they actually move forward with this?

Oh yeah, forgot. It's the weekend. Well, they can get to it on Monday I suppose.
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Old 07-15-2012, 02:03 PM   #69
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Re: Dear Lock, Where are you?

Yea, I emailed support over a month ago and pm'd shane 2 weeks ago about quite a simple issue, and have yet to receive any acknowledgement. I wanted to deposit on Lock and play, but that is not happening now. It's totally insane how poorly this business is run.

I don't think they intentionally went out to take everyone's money, but it's quite possible that the company is just going to go flat out broke from incompetence. I can't imagine how they could be cash flow positive with issues like these.
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Old 07-15-2012, 03:02 PM   #70
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Re: Dear Lock, Where are you?

Am I the only one who finds it suspicious that Shane suddenly fell ill during Lock's most serious problem yet? The time when players needed to hear from someone the most? I'm not trying to doubt him because he has generally appeared to be pretty straight with most people, but if anything this just exposes how bad Lock CS really is (even more so than we already knew.) Shane gets sick and that's it..wait for him to get better. God forbid another rep (cough..Rizen..cough) step up and attempt to offer any amount of accountability for the site they work for.

Assuming Lock is financially healthy I just don't get why they can't pay more people to get their **** together. Horrible software and CS have been rampant since the switch and their has been no improvement. All that happens is when something major happens that needs an immediate fix, they take a week to acknowledge it and fix it.
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Old 07-15-2012, 03:50 PM   #71
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Re: Dear Lock, Where are you?

I don't think it's terribly suspicious. I do think it's just like you said after that. It's all simply incredibly poorly run and laziness is apparently allowed.

They do seem to like their excuses sometimes. "I'm doing the best I can but it's a lot of emails and they won't improve our customer support like they should. I'm only one person. Oh, and I've been sick..." etc etc. That's what it feels like.


I've said before to Shane that he's not going to get sympathy for how hard he is supposedly trying when people are losing their money and things are only getting worse. If him trying isn't getting it done then you either need to get more people or need to get somebody else to do the job.

The "hey, we're trying really hard but this super-duper tough" doesn't cut it at all. Players are supposed to feel sympathetic and then deposit anyway and then be cool when their money vanishes and somebody says "we'll get back to you" and then nobody ever does? (like.....EVER)

I kind of wouldn't be surprised if Shane and Rizen are throwing their hands up in the air and kind of giving up in some ways...which is what I think this lack of urgency about all this could relate to. Just showing Lock that they can't do everything, don't want to, shouldn't be expected to, etc. Oh goody...take the internal battles public and lets all point fingers!

As I said, if I were working at Lock I would be going crazy trying to communicate with every player to ease their concerns. The fact that they won't even take the time to TRY to do that is still kind of amazing to me.

Even if it is 200 players who have been in touch with Shane individually and flooded his PM and email box, it is something I could crank through pretty quickly...especially with something of a cut-and-paste for most of the "where the hell did my money go?" players.

Are the players going to get their money? What is the procedure? Give the players ANYTHING. And let's get on with it already.

Shane appeared in the thread (briefly) so at least we know he still works there. And that he does have intentions on doing something. At least THAT is way better than the total silence of the previous few days.

But this is still a super URGENT situation that needs to be addressed right away. So leaving it with, "we really are still here and are getting to it shortly" is not supposed to be the type of thing that gives them that much extra time to sort this out.

If it's not sorted out then they need to say so and reassure their customers that it is going to be in due course.
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Old 07-15-2012, 04:01 PM   #72
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Re: Dear Lock, Where are you?

Quote:
Originally Posted by Synergistic Explosions View Post
Quixotic. Elaborate?
Lock is using the literal shadiest payment processors possible, the reason lock had to leave merge was all the illegal **** their payment guys were doing while managing their own cashier. the system they have in place is not sustainable and we are already seeing it begin to fail here, once they loose their independent processing stream they will be alone, running their own network, while forced to fall back on the old slow and unreliable processors everyone else is using. Lock can't survive in that environment, they are all in on making this last iteration of their site work because nobody will do business with them in the poker world, they are a pariah and no network will take them after all the **** they've pulled over the last few years.
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Old 07-15-2012, 04:52 PM   #73
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Re: Dear Lock, Where are you?

Being sick is one of the most lame excuses ever, if that was the case. While all this was going on Shane was not sick enough to tweet about basketball etc., like nothing had happened and everything on Lock was just fine and dandy. If he could tweet about that, he could tweet or post on 2+2 about the issues concerning Lock and it's customers. Ignoring their customers is what drove me away from the site, not the problems the site was having. Problems happen, but ignoring the people that keep you in business is unacceptable. If they don't care about communicating with their customers, then i don't care about being one of their customers. It's a two way street.
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Old 07-15-2012, 05:10 PM   #74
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Re: Dear Lock, Where are you?

You can't blame Shane missing for a few days, while lock ignores dozens of emails for weeks at a time. He is a representative, not customer support. He shouldn't need to be here on the daily busting his ass like a CS desk jockey. It would piss me off, and wouldn't surprise me if he took a few days break. Its supports fault, not Shanes. He's doing a job he isn't supposed to be doing right now.
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Old 07-15-2012, 05:19 PM   #75
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Re: Dear Lock, Where are you?

I would be thrilled if a single employee there were busting their as to communicate it do anything. Shane works at Lock. Lock is screwed up quite bad. I don't see how Shane is blame-free here. If he isn't then so what? Should I be addressing my posts to Emily from customer support?

Shane should be doing more. So should everyone else. Their decision to not communicate or simply their failure to do so out of laziness or lack of competence all leads to the same conclusion that this whole thing is kind of a mess.

And their way OUT of the mess begins with communicating with their customers. And a concerted effort to stop sucking. That falls on Shane and everyone else.

Nobody is expecting one person to be here 24/7. But even 30 minutes in the forum here and 4 hours actually slogging through the emails AND responding would be hugely effective.

Letting emails go for 14+ days without any response at all means they don't care. If that is inaccurate, then prove it. And proving it is ludicrously easy and is not THAT much effort. It just isn't.
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