Why can't I post appeals via Support Chat anymore?
patsufredo-PGO
Posts: 3,784 ✭✭✭✭✭
I think since the introduction of new abuse form that support chat is less useful (or maybe worse) now for reporting Wayspots or appealing rejected invalid Wayspot reports.
For instance, the last time I tried to appeal rejected invalid Wayspot report via support chat (I've reported the Wayspot via in-game first, and of course I got my rejection email), I got this message this morning:
Hello Explorer,
Please reach out to our dedicated team using the following link and they will be able to assist you accordingly:
https://www.pokemongolive.com/report-location
Regards,
For real, how many times Wayfarer team need to be reminded that the form is supposed to be filled by location owners or managers??
Back to my rants, personally I would prefer to post my appeals through support chat for speed and safety. So, why would Niantic prefer us to post appeals into this forum and not via support chat? Didn't they even realize forum appeals tend to be slow (or sometimes they just forgot to respond appeals), not to mention that sometimes commotions would happen in forum appeals section when several users disagreed to the appeals or the posters themshelves?
Comments
Indeed. Why should we lose our anonymity when we appeal for invalid wayspots?
The current system where a wayfinder has to make a public post is an issue that the Ambassadors have raised concerns to find a better way. I don’t think anyone should have to be placed in the vulnerable position of a public post.
@patsufredo-PGO can you try using that form, making it clear that it what you have been directed to do even if it is designed for this purpose.
@NianticAaron @NianThib any other advice on this please?
Well, lemme try that now.Update: I've tried using that form and explain my situation, and I received this email shortly after:
Thank you for taking the time to write in and report this location. We will review your request and take appropriate action. You’ll receive a follow-up email once your request has been reviewed.
I'll be back for their response then.
Update: I checked out my email just now and looks like I got their response. They reviewed my request in ~2 hours:
Karter
September 11, 2023, 23:38 +0800
Hello,
Thank you for writing to us.
We have removed the PokéStop "S**** *****" in question and you should see these changes reflected soon.
Regards,
@Elijustrying-ING thank you for your advice and sorry for ranting out without being clearheaded. At least I know that form is usable.
Really glad it worked, hadnt classed tgat as a rant 😂
Hopefully more people will now know, and perhaps the form could be amended ????
We have removed the PokéStop "S**** *****" in question and you should see these changes reflected soon.
Wayfarer Support refers to objects as Pokestops?
That's from Pokemon GO support.
Pokémon Go support return your calls?
Unexpectedly, yes?
Non-property owners can use that form as well. It may be helpful to reference the ticket number in help chat redirects to this webform.
But why the run around? Why can't help chat do the same thing? Why does help chat give the pogo link when sometimes the waypoint isn't in pogo? Why does the pogo form refuse requests that aren't in pogo?
We have different avenues for different purposes. When a report lands up in a wrong avenue the support redirect it to correct one.
I understand that this can be confusing from an outside perspective. We are working on ways to streamline this process and it may take a while. We appreciate your cooperation while we do it.
Thanks,
If I can't choose a reason for a removal request, is the only way to report it in the forum? For example, non-existent or se×ual wayspots.
The last time I tried to use this form linked by help chat, I got the reply
Sadly, we do not accept any invalid portal requests through emails.
@NianticAaron if you will make it clear which avenue I am to pursue for which issue, I will follow the guidance.
We are working on streamlining this process. Please allow us some time and we'll share it with you all.
I have to say I used wayfarer support chat to report a fake wayspot yesterday and colour me surprised they actioned it within 90 minutes. I forgot the abuse form existed and I didn't want to post the evidence I had gathered on the forums in public out of respect of the privacy of the abuser (even they may not deserve it - they purposely faked 2 wayspots on their farm to get a couchie pokestop and gym).
Edit: actually I just tried using the abuse form, after doing 5 of those verification things that asked me to pick a picture with 2 of the same objects, it threw "Submission failed. Please try again." and helpfully cleared everything I typed into the fields.
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