I know there have been LOTS of posts on this issue and a lot of talk, so I'm really happy to be able to tell everyone as of about two days ago we put a new support system in place. I wanted to wait to say anything until I actually saw how it worked, but have actually been REALLY pleased with how communication and response times have been improved on new issues so far.

A couple of things. First, as always I would definitely appreciate HONEST and CONSTRUCTIVE feedback on what you all are seeing in your experiences with support. I've acknowledged all along that this is something we need to do better, and now that we've put some processes in place to bring support up to the level we're used to, I would definitely like to know that you all are seeing those results.

Second, if you have an outstanding request and you haven't heard anything back in a few days, PLEASE forward the request to rizen@lockpoker.com and I'll make sure it's in the new system and that someone is getting back to you, as I want to make sure there aren't any requests that get suck in some sort of support purgatory between systems.

I really do appreciate all the feedback I get here and we really do take it to heart. I expect you all to hold myself and Lock accountable. I'm sure there will be a few more growing pains as everyone gets accustomed to the new system, but I've already seen (in an admittedly small sample size) some vast improvements in both timliness and communication.

-Rizen

I was going to start a thread with communication / status update things I think you could really improve, but I will just put them here. In no particular order....

Bonus Status Updating - I think I figured out what was going on here. For some reason, the bonus status was not updating unless I exited and restarted the client. This is really weird since the bonus status is on a web page; I was opening the web page from the client. If this cannot be fixed, you should at least put a clear note on the page saying status does not update unless you exit and restart the client. (This was for the ipad2 bonus and I am 95% sure this is what was happening. Also, when I knew I had cleared the bonus, I exited the client, restarted it and got a pop up saying I had cleared it.)

Verification Status - I figured I was verified after uploading my DL and a power bill. I never heard anything though. I know I PMed rizen about it a couple of times, and I think, though I am not sure, I emailed support. I emailed them again and they said I still needed to fill out that verification form, even though I didn't have to put in any CC info since I did not use one. Two things: 1. that form requested purely redundant information except for a signature and 2. I should have been able to see my status on the web site. Contrast this to my Minted experience, which is the only other site I have joined since BF: I uploaded my two docs, got an immediate automated response saying they were received, got another response the next day or so saying they were reviewed and accepted, and the change was reflected on my account information on their web site.

I would suggest the verification page to have each thing you need to provide listed with a status next to it (say - not provided, received, accepted/rejected) and the overall status clearly shown. For things like CC scans that are not always applicable, maybe a status of not needed, or just have the item greyed out.

Points for RB players - we really should not have to find a tourney you can buy in for with points and initiate buying in with points to see our point balance. This should be on the account pages somewhere.

Inquiry status - having all the open inquiry/etc status viewable on the account pages would be nice. This was originally going to be ipad2 status, since I am interested to knowing where in the pipeline my ipad2 is. It seems that support is either pretty quick to respond or does not respond at all. This may have changed per OP, but I emailed emily a day or two ago after never getting an email after clearing my ipad bonus, and I have no idea about what is going on. For all I know my order may have been placed, or there may be something holding things up that I need to act on.

I think a lot of things can be addressed (technically) simply by enhancing the web pages; I am pretty sure most of the data is stored in a consistent manner (e.g. database) that can be programatically linked to the web site, which would both provide information to the customer and ease the burden on CS.

I sent in my verification forms two days ago.. got a response that they had been received.. bout 24 hours later got a email saying they were looked over and accepted. Was pretty happy that I got verified quick

I am curious about the new support system. I heart just from everywhere, that Emily is not responding. Then here and there some guys, who got a reply within hours.
And honestly: I am a very tolerant person, but online support is a thing, were I really start raging. I guess Emily has something like an 8 hour day like other working people. I obv don´t know´, what kind of tasks she has, but when you want to offer good support, make sure, that nearly every eMail is answered within 24hours.
I just finished + it is weekend, so I am not raging now that I got no answer. But I see friends, waiting for 6 weeks and more. Seriously, SIX DAYS are unacceptable when we talk about online support in 2011.

In my experience Emily has normally been pretty good about responding to things in a timely manner. I know she's been getting a lot of her messages sent to people's spam/junk filters. If you've checked there and don't see it please let me know and I can follow upw ith her and see what's going on.

Thanks

-Rizen

Thanks for your answer, Rizen.

Timely manner is maybe kind of definition. I know just 2 friends of mine. One of them finished like 1,5 month ago (not sure, but I am kidding him for weeeks, that he shouldn´t accept it) and just got an email 2 days ago.

I just finished on Sunday, but I will PM you my details to make sure, that we can solve this maybe in my timely manner.

fail sir. sorry, but no responses for 4 days now. was trying to depo for almost a week. i guess its back to getting staked again just cause i cant get money on. color me unhappy.

can you forward your last correspondence to rizen@lockpoker.com please?

Thanks

-Rizen

FWIW, i just noticed one of my reply emails was sent back undelivered, so it probably never got there, my bad.
they did get back to me real quick on the rakeback changeover, but i dont think they did it yet, so we'll see.

i emailed u.

I figured I'd post since I was pleasantly surprised:

I emailed Lock an account question about getting verified to cashout and received a response from someone who clearly read my email and answered it well (no cookie cutter response).

Well done! Now let's see how long it takes to get verified...

just a HU that they got my depo and rakeback done and i think it was more glitches on my side. i have to give them some credit back from before, they did well imo. wp, and thanks again.

Some thoughts on the Support system...


With recent developments in the ipad2 promo and following discussion, I think it's clear there is a serious bottleneck in the support system.
That bottleneck is Emily. Now I'm sure she is working very hard and doing the best she can, but every pm/mail I send to Rizen, gets forwarded to Emily who then has to look into the case specifically and give her "blessing".
It's just too much for one person to handle. It seems to me ( correct me if I'm wrong ), that there aren't enough people with the authority to make relatively small decisions. Whether it's just checking for a tracking number for an ipad, or just checking if someone is qualified for some other form of payment.
There should be some way you could decentralize some responsabilities and not have every decision being authorised by the senior director of marketing.

FWIW the iPad2 stuff to Emily doesn't go through the new support system.

That being said, I appreciate the constructive criticism re: division of responsibilities and it's definitely something we're working to improve.

Thanks

-Rizen

I forwarded you my last e-mail from support. Has been 5 days without further information, and it's been about 2 months since I requested a withdrawal. I have the gift card but it can't be activated due to their servers being down and I'm waiting for Lock to tell me what's up. I'm guessing I'm going to have to wait another long period of time for a new card or something, which is absurd.

Provided that everything here is accurate, they should re-issue a card immediately.

-Rizen

if i have a giftcard from playersonly, can you guys put my withdraws onto that card? also i email emily about the check fee to have it put back into my account, is that something you can take care of or does she have too?

i'm assuming the gift card is one of the regular ones from Merge? To the best of my knowledge those cards aren't reloadable, although last I heard we were looking into some potentially reloadable card options. I don't have any ETA on that though. I would e-mail support rather than Emily on the check fee, but if you want to forward your last correspondence to rizen@lockpoker.com I'll be happy to follow up and make sure it ends up in your account.

-Rizen

I have a question. Why does lock only reply to my emails about 30% of the time. Been waiting for a response over a week now.

This thread is super old dude

I know this thread is old but I just want to say that last night I emailed support about getting my payout refund and I got a response literally within 5 minutes and it was credited to my account. I was very impressed. I hope this continues in the future.

+1 Lock

ok thanks

I am missing $250 and they don't reply to my emails. I don't think I have been bothering them too much. They told me 4 times I would get my money that week. That is the last I heard for 2 weeks. They keep telling me they will email the cashier manager too, but never tell me what is going on. Gets pretty frustrating when you can't even get a response back.

Just saying create a new post, the header is really misleading especially since rizen made the post. for people that don't check the post dates, after Reading rizens first post will get excited etc... especially since a lot of people are having a tough time getting in touch with support.

I'm not the one who bumped it.

Lol mb