How long can you ignore a paying customer that you have let down?

RostwoldRostwold ✭✭✭✭✭

I'm one of many players who had been charged for a CORE renewal but had the benefits removed. Niantic has known that this is a large scale problem since Friday, but no progress has been made, no apology has been made and no offer of compensation has been made.

I've tried to reach out to Niantic through this forum. I've had no reply.

I've tried to reach out to Niantic through twitter. I've had no reply.

I've tried to reach out to Niantic through this https://ingress.com/support. I've had 3 cut and paste responses, 2 of which asked for information I had already given.

31 hours ago, I was told in your support chat that you would update me "shortly". Every message I have sent since has been completely ignored.

So, Niantic, how long can you ignore a paying customer that you have let down?

Do you honestly think this level of service is reasonable for a paying customer you have let down?

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Comments

  • ZeroHecksGivenZeroHecksGiven ✭✭✭✭✭

    You will likely never get an apology. You will potentially get compensated.

    For me, the apology might mean more than fixing the actual issue or being compensated, but I don't think Niantic understands how far an apology goes and might mean to people.

  • LuoboTiXLuoboTiX ✭✭✭✭
    edited April 12

    Give them several minutes before some forum users will jump in to put massive Disagree on me and tell you that as you did receive "feedback" from Niantic Support, they sure is handling your case and you shall wait and refrain from making posts to complain here on the forum ...

    ...like this:

    ...because (as they will say)

    1. Niantic Support is always correct, responsive and effective

    2. If it's not, read 1 again, could be that you wanted too much

    3. Receiving a reply means that Niantic Support has taken appropriate actions for your case, though for privacy reasons they could not let you know. Making posts on the forum is useless and won't change that and you are unlikely to get an anwser

  • MoogModularMoogModular ✭✭✭✭✭

    Why are you posting a quote about a spoofer discussion from 8 days ago in here?

  • LuoboTiXLuoboTiX ✭✭✭✭

    As an example of such "Niantic works well, you shall listen and stick to Niantic Support rather than complain here" narrative. It's following the same pattern and the same "first principle".

    See what? Normal and ordinary forum users are tired of it. Also tired of "Have you contacted Niantic Support" templates so that OP emphasized every means he/she tried in the first place.

    I know that you've been accustomed to doing mass Disagree w/o replying on me and other players (for which I have proof so that it's not defaming). But I'd appreciate if you could read before your reply.

  • RostwoldRostwold ✭✭✭✭✭

    Update: I've now had no chat replies for 36 hours, after being told they would get back to me "shortly".

    PokemonGo players need to be warned that Niantic can't be trusted to deliver anything when they take a subscription payment.

  • 3car3car ✭✭✭
    edited April 13

    @LuoboTiX Since the other discussion was closed, I'll continue here.

    You got both likes and disagrees from me, not an all-time disagree or whatever you call it. Disagree is literally disagreeing with your comment, not disagreeing with your whole opinion that Niantic Support isn't working on fair play. You got my disagrees on all comments that is not related to the discussion, diverts everything off to the incidents in Shanghai, etc. I have never taken part in global ENL alliances to help unfair play. I also took part with RES players in my country to establish the ToS in my country, and both ENL and RES players are affected. My comment history will show that.

    Again, your comments here is not related to C.O.R.E. discussion that is happening here. Keep your nose out of this, your incidents can stay in your thread. Update it if necessary. Don't divert every single Niantic Support problems to your problem. Contact a Vanguard if you need additional help.

    Post edited by NianticBlue on
  • sakumomo1203sakumomo1203 ✭✭
    edited April 13

    You've been doing disagrees with posts of me and @LuoboTiX while calling him out as "idiots" in public.

    When @LuoboTiX didn't make any comments as a conclusion of what you would say and do, you are following the pattern he predicted, that is, making replies that would let players who is trying to get help from Niantic down.

    When he did, you become criticizing him of "bringing issues from another topic into this one" and "but ting", while calling him "idiots" on the Internet. How about you showing some respect , going to my posts to present your "experience" and leaving this post focusing on the original topic?

  • 3car3car ✭✭✭

    Again nothing to do with C.O.R.E. and diverting the discussion away. You too, should keep your nose out.

  • sakumomo1203sakumomo1203 ✭✭
    edited April 13

    I am C.O.R.E. member. Who gives you the right to speak towards me in such an aggressive way? As I already said to another forum user "How about you going to my posts to present your "experience" and leaving this post focusing on the original topic?". It's you who should keep nose out. Also I reported your unfriendly behavior of using bad words to describe other players.

    You yourself started talking about something that should stay in other posts. Nobody was making responses to you. You won't even receive a notification. It's interesting that you came to my reply instantly. You sure have an internal alliance watching the forum and sharing some thoughts, including the defaming I complained about, don't you?

  • MirthmakerMirthmaker ✭✭✭

    Same principle applies. Brand or retailer lets you down, brand and)or retailer has to make sure one lost customer doesn't become 1000.

  • RostwoldRostwold ✭✭✭✭✭

    We're now into the 5th day of Niantic blanking paying customers that they have let down. This has to stop.

  • ArkFangArkFang ✭✭✭✭

    There will be a new feature in the next update that should (hopefully) help with this kind of subscription issue (the Refresh button). They may just be waiting for this feature rollout. Yes it would be nice to have that acknowledgment from them but there’s been little acknowledgement for other things too.

  • RostwoldRostwold ✭✭✭✭✭

    I wouldn't say it would be "nice" to have acknowledgement, to me it would simply be basic human decency. Nobody deserves to have their money taken then be blanked totally for 5 days.

  • ZeroHecksGivenZeroHecksGiven ✭✭✭✭✭

    Did this new refresh deal fix this issue for anyone?

  • 3car3car ✭✭✭

    Where is this refresh button? I have heard it exists, but didn't see it.

  • mortuusmortuus ✭✭✭✭✭
    edited April 16

    It should be in settings where u manage subscription but i dont see it on latest version,not that i need it but others that have issues should check there if running latest version.

  • GreenVamGreenVam ✭✭✭✭✭

    That's why I didn't buy a subscription.

    It seems to me that if the specialists of one known company were building houses, they would look like this.



  • See funny thing is... I was late with my payment. I use a refillable preloaded credit card for online purchases for... Yknow reasons. My subscription lapsed I paid it within a few hours and it took them overnight to give me my CORE befiets back. Fine my own damn fault right? Cool. But I HAD them back all today. Threw a gorgeous field, farmed... Now just decided to move my drone... And suddenly my inventory is at 2400/2000. Like I had it... Earlier today. ****? And I'm deeply annoyed at all my quantums that aren't breeding.

  • LuoboTiXLuoboTiX ✭✭✭✭

    I didn't pay for C.O.R.E. for the same reason, though I've spent 1000+ USD on Ingress with Niantic, Inc. directly for which Niantic has a record. This game has never reached a service level that supports the paid subscription.

  • InvestigateXMInvestigateXM ✭✭✭✭✭

    Try unsubscribing in the App Store/Play Store and resubscribe. That seems to help a few people. Also, try downloading the newest update and press the refresh button in the settings under the subscription category, all the way at the bottom.

  • ZeroHecksGivenZeroHecksGiven ✭✭✭✭✭
    edited April 16

    The refresh button is at the very bottom of the settings screen on iOS for me, latest update. I did just notice a weird issue where the screen still stops at the sign out portion, but if you drag it with fingers, the button appears, but if you try to tap it (I’m no longer a core subscriber), it will go out of view again.

    edit: I realized I was seeing that issue while uploading scans, that may have caused the glitch. The refresh button shows fine now.

    Post edited by ZeroHecksGiven on
  • I am already subscribed... That's what I did when it came back (thought delayed) yesterday. There is no update on the play store for me and no refresh button

  • InvestigateXMInvestigateXM ✭✭✭✭✭
    edited April 16

    Try going through the steps of canceling the subscription on the play store. Then, resubscribe on the play store.

  • No joy. Unsubscribed, re-subscribed relaunched. Plus it would be really bogus if I choosee to cancel for next month and they cut me off thus month when I already paid.

  • SSSputnikSSSputnik ✭✭✭✭✭

    And still no input from Niantic.

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