The game's just a little too popular for it's own good. Tracking used to be more robust in the beta, showing how far a pokemon was from you in meters, but then by release we got this 3 step system, mainly to reduce load on the servers. With how many people came into the game, they've now had to strip the 3 steps, and get rid of sites like Pokevision, since people running so many scans to find pokemon, made it so others couldn't play the game at all.
Maybe the playerbase would have been more understanding, if Niantic explained their actions better. I think a lot of companies need to get their act together on communication, since in this age of Facebook and Twitter, you can very quickly lose out on an opportunity on how you want to frame information.
For a perfect example of this, the longer Nintendo waits to give official statements about the NX, the more risk they have that the internet might start having an unfavorable conversation about their product.