Stop the Bad Customer Service at PhantomEFX

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We, the undersigned, wish to object to the substandard customer service that loyal fans are currently being subjected to. As avid and passionate supporters of PhantomEFX products, and good customer service, we react strongly to rude, condescending or uncaring remarks made to us. In particular, we feel we have been repeatedly subjected to poor customer service by the Administrator of your new forum and your Casino Manager.

We believe that poor customer service can hurt PhantomEFX's bottom line and ultimately make it harder to continue to put out the great products that make the undersigned such fans of your company. We vehemently ask that we be respected as customers, and that the above mentioned Administrator and Casino Manager be removed from public interaction until such time as they have had proper training in good customer service. Only then should they be reintroduced to the front lines of customer service, as well as being monitored to maintain a level of excellent quality customer service.

72 Signatures

  • Howard Rock
  • Angie Westman
  • Jennifer McComb
  • Cathie Roney
  • Kathleen Cass
    • Comments
    • Love the games, hate the treatment
  • Geri
    • Comments
    • I was told by your on line support person that my old graphic card WOULD NOT WORK even with the driver update and to wait the 2 weeks to play, I took him at his word and bought a new card to play and guess what he lied through his teeth when he told me that, when my computer guy came to put the new card in he tested the old one to make sure I couldnt play and sure enough I got the game working. He was very condesending to me on the phone and I did not appreciate it., seeing I already had the new card I decided to have him put in.
  • Leslie Barriger
    • Comments
    • Sent an email to support 9/5/08 and got a poor reply this week (2 weeks to respond with an unsatisfactory response)
  • Geoff Allen
  • Susan Hayes
    • Comments
    • customer service has gone from bad to almost nonexistent since Aaron removed himself from the board. I've lost faith in this company and doubt I'll purchase anything more.
  • Rowan
    • Comments
    • As a fan of PhantomEFX I just want the best for all the customers and feel the petition will address what changes need to be made to ensure customer satisfaction on an overall basis.
  • Cheryl Mack
    • Comments
    • They should take lessons from Bryan. Has been so helpful, kind, curteous and very quick in his responses.
  • dave meyer
    • Comments
    • Games are great. Tech support and customer service are lousy. When you report a problem, its your fault, not the company or games.
  • Jennifer
    • Comments
    • I agree with the above statements. I love Phantom and want the company to thrive, and fear if the customer service level by these individuals is not improved it will cost the company many customers.Not everyone who buys these games has the history we do. If I did not know the company, went to Best Buy, bought the game and not only did it not work but I was treated rudely by a staff member of the company. Not only would I boycott your product but I would tell everyone I knew of my bad experience. This can be changed, this can be turned around! BryanV is the perfect example of how all Phantom Employees need to deal with the public and your customers!!
  • Roseann Day
    • Comments
    • I myself have had no problems with Linda for quite awhile, but i have seen how so many ppl have been treated very rudely. I've not had good service with Support. I also feel that while the Live casino is under testing & things do need to get fixed, I feel the Reel Deal casino should have their repairs first, since this is what is paying right now. Bring back 07 card games they have been gone since September 1st, also the slots that seem to disappear. We have paid for these things and are paying for them monthly. This is Terrible Customer Service.
  • Reichy
    • Comments
    • You should be ashamed of putting out a product that borders on consumer fraud, if not fraud, and then on top of that allowing the worst consumer service I've seen for anything I have ever bought for my computer. In particular allowing Justin to set up his kingdom and operate it like an evil king without any people skills whatsover.
  • gayla swires
    • Comments
    • I AM UPSET THAT THE NEW CASINO WAS NOT TESTED BETTER TO SEE IF IT WAS COMPATABLE WITH NEWER COMPUTERS VIDEO CARDS ECT. THE TEST WAS NOT ACCURATE ENOUGH TO TEST O SEE IF WE COULD PLAY ONLINE ! ALL OF THIS SHOULD HAVE BEEN TAKEN INTO CONSIDERATION AND FIXED BEFORE PUTTING GAME ON MARKET FOR SALE !
  • Chris Tillis
    • Comments
    • I feel the best thing Shurm can do to improve customer service is FIRE Linda (casino manager) and Josh for abusing customers!
  • Barbcat
    • Comments
    • This has been a nightmare for me, 3 computers that all passed the test. Bryan V is new here so in defense of the others (who I have not posted to) something to be said for a new prospective. We are certainly not all computer geeks and only want to play! I consider myself the red haired stepchild that only needs to play offline(however I have tried to get into the casino just to see if I would be able to do it. Depended many times on BryanV for help and did many things to my computer that I would never have, except for the fact that my hubby can fix any thing I cant fix! Personally I dont think it was ready for the public. Spent an additional 128$ to play the offline. Sorry so long, and thanks for asking. Love Phantom but agree this is too much.
  • Amber Morgan Batista
  • Daniel Blanton
  • Mark Johnson
    • Comments
    • PhantomEFX has the worst C/S I have ever seen.
  • David Davey
  • Steven Millington aka Biscuitlover
    • Comments
    • first and formost get a 800 # im sick of paying ot get your problems worked out ....... and REALLY can we have more then one choice as a casino host.... i bet you 10 to 1 with a an extra casino manager the current one woudlnt be so popular.....
  • kenyatta banks
    • Comments
    • I do not like the attitude that Phantom has regarding refunds on tournaments when the game crashes, mysteriously when I was playing 250,000,000 dw and 50,000,000 dw....they dont care. I have yet to buy the new games because of all of the problems......
  • Karen Williams
  • Bill Veyera (Smokerjoe)
    • Comments
    • Justin needs to GO - He makes efx a VERY unfriendly place. Software needs to be given much fore-thought - you can't get by on glitz forever, and this latest debacle proves that point. There are bad reviews of the latest "release" (I use that term loosely) all over the inernet. Fix the holes, the ship is starting to sink, and fast.
  • Theresa Winters
    • Comments
    • as we are on a family plan with phantom we expect to all be treated fairly and respected.
  • Duane Doty
  • David Davey
  • michael sawyer
    • Comments
    • payed good money for a game i cant play!!!!!
  • Larry Day
    • Comments
    • I think paying customers ought to get help before beta testers.
  • melinda benish
  • David Schmader
    • Comments
    • This is past due.
  • Lisa
    • Comments
    • I have played EFX offline for years and have been online for less then a year. I am terrified to ask questions having seen how rude Linda and Justin can be towards the CUSTOMER! Thank goodness for Bryan. But fire the rest no one should be allolwed to treat people with such disrespect.
  • Lisa Kroc
  • Miranda W.
    • Comments
    • I have been treated rudely by the 2 mentioned and was shocked at such unprofessionalism. To ask them to be professional is not too much to ask-we are paying to be verbally abused? On that subject- why do we have to pay to test? You need another petition for that too, I would sign it. Please give your employees professional Customer Service/Public RelationsTraining or replace them with someone who has it. Bryan is professional- let him be your spokesperson and leave the others to the paperwork. Thank you for listening- if you do.
  • Christine Brown
    • Comments
    • I have been a paying online customer since early 2006 when you only had a handful of downloads and 1 CD that was played online. I have bought 3 new PCs over the years just for these games because I am a Mac user. There are things that I really love about my slot games but if I run into any problems I do hate trying to get help in the lobby. I feel that it is a good old boys network in the lobby and if they like you they will bend over backwards for you but if they don't know you then you are ignored most of the time. I have also been harassed by a PaulUSA38 in a sexual way at one point in time and nothing was done. I was just told that I wasnt the only one that has had problems with him. He sits in the lobby and chats with them all day long. I have issues with the new game and received no help at all. I think that the new games would have been much better it you would have just added them to the old casino and made improvements with that. I feel that PhantomEFX has gotten greedy and forgot us.
  • cheryl mack
  • Kathi
    • Comments
    • I agree that in the past, the customer service has been sorely lacking. There are times I would pm someone to ask a question for fear of getting slammed in the lobby. I also have seen almost rude answers to peeps questions on the forum. The one bright spot is Bryan!! He is truely the perfect customer service person.Kudos to Bryan..and for the record..Justins posts have been much more laid back and almost friendly at times, don't know if he was talked to, or if Bryan is rubbing off on him.
  • Deb Petrill
  • Dana Woolnough
    • Comments
    • The customer service needs to be looked into soon, i have seen the rude posts in the forum and i can say that they can be shocking on how they come off, and at times in the old casino if you dared asked a question to some of the ppl they were rude in their answer or if they even answered your question at all, alot of ppl on here do not have alot of computer knowledge when they ask a question they should not be given a snide answer to make them feel stupid,,, alot of the ppl i know will not even ask a question in the casino or the forum because of this, and that is wrong, As for Bryan he is a true god send to this company !!
  • S Hicks
    • Comments
    • This is one of the main reasons I stopped playing much,.
  • Suzanne
  • Terri Zummak
  • Pat Pohjola
    • Comments
    • I think this petition is way over due...Kudos to you for starting it. I quit playing online about 6 months ago because of the bad customer service. I don't know how many of my emails went unanswered (to many to count) so i thought well no sense in playing these games if I can not get any help. I did not buy the new ones and after reading the amount of trouble they are causing I don't intend to buy them..Maybe if Phantom cleans up it's act I will consider buying the new games and going online again.
  • Marie Vela
    • Comments
    • I sent numerous e-mails to support when I first rec'd my games. I took the test when it first came out and passed with "flying colors". Then had to spend hours trying to play online or off. Just rec'd some replies back this week from support,some with actual responses,some with just ticket #s.If it wasnt for Bryan,I would never had gotten my problems fixed. And they need to do something about the new message board. The worst is the topic of the server being up or down. Never know when its accurate.
  • deborah nicke
  • Warren
    • Comments
    • Things need to change back to the way they were. I want Phantom to continue to stay on top like they were years ago, but the customer service needs to get back to the level it was years ago for this to be the case.
  • SallyT
    • Comments
    • Support wouldn't answer me after I sent what they initially requested regarding games freezing. If they couldn't help, it would have been nice to hear that rather than be ignored. Bryan has been great; glad he's on board.
  • Marie Raye
    • Comments
    • My husband have been here since almost the begining, myself and my husband both have worked with the public for 25 plus years, For any company the most important the thing is customer service. Word of mouth can be the worst or best advertisment for any company, Your casino manger would not make it a week in any public company, I have gotten family members to join the games to with a warning about the casino manger on how rude she can be..Bryan is the best employee you have ever had :))