Pokemon Go has had a very rough history, but this recent wave of EX raid passes isn't something we can ignore. I've read countless stories of people who got time off from work or traveled a great distance for their raid, only to have it cancelled 45 minutes before the event. Niantic's response is that the issue was on their end, but they refuse to invite those users to another EX raid to make up for it. Instead, they gave everyone a little bit of dust and a couple of raid passes hoping that would shut them up.
Pokemon Go is a free to play game, meaning that the vast majority of revenue comes from a small portion of the users. The paying users were the most likely to be invited to this wave of EX raids because they do more raids than their free-to-play counterparts and therefore have more chances to be invited.
Niantic ignoring these users is an insult not only to their most dedicated players who are willing to support them but also to their investors. This is the exact user-base that you want to keep happy as a free-to-play game. These players are where all of your revenue comes from. I know that I personally have spent close to a thousand dollars on Pokemon Go, and until I see actionable change on this issue I plan to not spend any more money.
When you try to contact customer support, they feed you the same copy-pasted lines about how they know that it's their fault but they won't be sending out EX raid passes to people who had theirs cancelled. As Niantic is a privately held company, the only power that we have as users is to vote with our wallets and not support them.
Niantic is isolating their most valuable users by handing this issue so immaturely and doing a great disservice to their private investors. It's time for new leadership that knows how to treat their customers right and make decisions that can increase revenue, not deter their biggest whales.
TLDR: Niantic doesn't care about it's users and it's time for that to change.
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