Query raised in app on 8th June. No response received.

PkmnTrainerJPkmnTrainerJ ✭✭✭✭

I wasn’t really sure what category to go to for this but I guess here will do. I raised a query in the app on the 8th June. I don’t yet have a response despite following up.

I know that Pokémon GO folks get answers from NianticHelp on Twitter so I thought I’d reach out to them.

They suggested visiting a link and opening a chat there. I did so, but it gets closed without a response.

It is a rather straightforward query regarding Nominations that I expected would be answered within a few days at most. I haven’t got a response from NianticHelp when following up again.

I’ve not done anything untoward (no shouting via text, swearing etc.) that would lead them to not respond to me as far as I know.

I’m sure it’s an isolated incident but thought it was worth raising here to see if that helps me get a response from the team in the app.

Comments

  • GoblinGranateGoblinGranate ✭✭✭✭✭

    Have you tried contacting the brand new and shiny Community Manager @NianticThia ? This definetely looks like regular CM stuff :)

  • PkmnTrainerJPkmnTrainerJ ✭✭✭✭

    I had not thought of going to them directly so thanks for tagging them on this thread. Hopefully it’s looked at.

  • InvestigateXMInvestigateXM ✭✭✭✭✭
    edited July 13

    Best to add the original ticket ID here as well, so Thia can bon.k some heads of NIAOPS without waiting for it if needed.

    why the heck is bon.k censored

  • PkmnTrainerJPkmnTrainerJ ✭✭✭✭

    That’s a good point. Where do I find that please?

  • InvestigateXMInvestigateXM ✭✭✭✭✭

    You should have received an Email when you got the first response from Niantic. At the very bottom right is the "Conversation ID".

    At least if you did it via the website, if you did it via the App, I don't think you actually get the mail.

  • PkmnTrainerJPkmnTrainerJ ✭✭✭✭
  • MoogModularMoogModular ✭✭✭✭✭

    Do you mind providing context on what the issue is related to?

  • PkmnTrainerJPkmnTrainerJ ✭✭✭✭
    edited July 13

    It was just an image of an existing POI, to say “Is this suitable to be submitted?” as there was a debate going on in some of my groups as to whether public footpath markers in the UK were okay to be nominated. (I am of the opinion of “No” but that’s more for the Wayfarer forums)

    I wasn’t even looking for a huge response on it, and honestly thought I’d just get redirected to the Wayfarer Forums, but was also interested to see the response time, as others had mentioned it had dipped in recent months.

    I’d hope now for a proper response, given it’s been over a month, instead of “Here’s the link to the WF forums”.

    As I said, nothing urgent whatsoever and I wasn’t expecting it to take this long to get a response. I am sure some will say it’s not an Ingress query, but as I can Nominate in that game, I would say it falls under a query I can ask.

    I guess I am more concerned that if someone did have an urgent query and had to wait over a month for it to be answered, that’s not great customer experience.

  • ZeroHecksGivenZeroHecksGiven ✭✭✭✭✭

    I don't think support gives that kind of feedback, but I understand your frustration, especially since they couldn't just answer that. Though I think it's rare for them to give straight answers and they only respond with vague answers you have to interpret on your own.

    In the meantime while you get frustrated with support for an issue they can't answer, head on over to the Wayfarer forums or the wayfarer discord server (not official), which is the best place for that kind of feedback.

  • PkmnTrainerJPkmnTrainerJ ✭✭✭✭

    I’m not overly frustrated. I just didn’t think they’d take this long to provide a response. It’s more funny now than anything else but I’d rather someone who has an urgent query not face the same wait.

  • PkmnTrainerJPkmnTrainerJ ✭✭✭✭

    I finally got a response to this. A bit flat but I didn’t expect much and at least it’s a response. I’m a bit surprised they didn’t just send me to the Wayfarer Forums.

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