nianticlabs.com

Updating my review due to previous disorganization.

I'm updating my review because the last one was unclear. The only time the support team seems to respond is when there's a raid crash after defeating a Pokémon, and they hand back the Remote Pass if you select the correct help category. Other than that, they largely ignore inquiries. In my town, a significant issue is that over half the gyms are controlled by one team, which has been the case for about two years. It began with just one gym, but now it’s quite demotivating to play. I've reported this multiple times, yet I've only received two responses over two years—one was unhelpful, and the other stated they would 'pass it on' to the company, which was months ago. Given that they manage to organize multiple events, it seems they don't prioritize this issue. I've repeatedly requested a reduction in gym radius through the help page and their support page on social media, urging that trainers should physically go out to parks and other locations instead of staying home and easily earning items and currency, which undermines those of us who actually walk to them. The company appears indifferent to fair gameplay, which is disappointing. Updates seem to guarantee new bugs since they don't adequately test them. The game crashes increasingly often, causing me to lose a rare Pokémon due to its instability. The team behind this service needs to slow down on events and enhance the support system to facilitate real communication with users rather than automated responses. The game would significantly improve if they addressed our concerns, especially those negatively affecting gameplay. They take their time fixing issues that are detrimental to players, while they quickly address bugs that are advantageous to us. Currently, I have no trust in this company.

Date of experience: Dec 21, 2025