Niantic, taking incompetence to the next level, part two

There is now a level zero...

Let's have a look at their support function:

Your request (25958693) has been updated. To add additional comments, reply to this email.

Blake (Pokémon GO) Oct 18, 4:28 AM IST Hello Trainer, Thanks for writing in. At times you may notice changes to existing features as well as the addition of new features. Please note that the items received at PokéStops may vary. We appreciate you taking the time to share your feedback. We'll be sure to pass it along to the team. Best Regards, Blake Niantic Support

Stenduring Oct 18, 1:42 AM IST Getting a baseline of two items from stops rather than the normal three. Also translates into ten stop streaks awarding four rather than six items. Gyms work as normal.

Whenever you're drowning in support requests concerning the same problem that you currently don't know how to handle, then returning a canned reply as your first contact with the customer is perfectly understandable.

However, no sane company creates an illusion of an escalation process and then blithely proceeds to send out canned replies. That's basically stating that 'sorry, but we can't find our arses in the dark, so you shouldn't expect us to actually read your support requests in the first place'.