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  1. #1
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    Exclamation Google Phone Support Hours Currently Limited Due to Backlog

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    If you've tried to reach Google local phone support in the last couple days you may have noticed a new message. Colan from Imprezzio Marketing noticed it yesterday and asked Google:

    I just noticed this message when you try to contact phone support:

    Our call centers have recently experienced high support volume and our GMB specialists are working hard to solve existing queries. As a result, we are currently offering phone support on a limited basis only during the hours of 7 AM - 12 PM PST, Monday - Friday.

    Can you shed any light on what's going on?
    Google could only confirm basically what it says in that message. They are trying to catch up on a backlog so are limiting new calls in order to take care of existing issues for users in the queue, which is a good thing.

    So there is now a 5 hour window for help. Previously it was a 16 hour window from 1AM to 5 PM PST. Not sure how this new timing jives with the overseas timezones.

    No word on how long the limited hours will continue. And I'm uncertain if there is some big issue that's creating increased call volume or if it's just a matter of more and more SMBs realizing phone support is available. It always surprises me at the Google forum how many still don't know it's an option.

    Have you run into this yet???


    Image credit: Glen Woodfin

    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

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    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

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  3. #2
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    Re: Google Phone Support Hours Currently Limited Due to Backlog

    I really hope this will be the exception, rather than the norm.
    Scott Rawlins - Find Local Company in Atlanta GA
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    Re: Google Phone Support Hours Currently Limited Due to Backlog

    I noticed this a few days ago. G has been notoriously slow in responding to emails via their GMB support and thus, I typically call them to get things done (faster). I finally got through to support this morning and the rep seemed shorter and not as helpful today compared to previous days. Could be the rep I contacted or because they are trying to hustle through the new calls coming in today?

    Either way, the support the reps have been providing in the past month or two has been night and day compared to 4 months ago. I dont know if G didnt anticipate the amount of calls they would receive, the employees simply didnt know the process/system yet or both but not long ago, G support was awful. Hope they can get back to providing good support in a timely fashion.

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    Re: Google Phone Support Hours Currently Limited Due to Backlog

    It looks like they are back to their normal hours again. It's nice that when these things do happen Google is usually quick to remedy them. We noticed it Tuesday so not a bad turnaround for as major as they made it seem.
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    Re: Google Phone Support Hours Currently Limited Due to Backlog

    Quote Originally Posted by mborgelt View Post
    It looks like they are back to their normal hours again.
    Thanks Michael. Just just checked and not back to full hours for me.

    Tells me: "6 AM - 5 PM PST"

    Previously was "1AM to 5 PM PST" I assume for overseas users.
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

    Don't Miss Important News & Tips! Subscribe to Daily Email Digest Here

    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  7. #6
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    Re: Google Phone Support Hours Currently Limited Due to Backlog

    Jade just emailed to say support hours are back to normal!

    That was quick! Thanks Google!
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

    Don't Miss Important News & Tips! Subscribe to Daily Email Digest Here

    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  8. #7
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    Re: Google Phone Support Hours Currently Limited Due to Backlog

    Looks like the hours are back to normal on the website but I just tried to contact them and it will not allow calls. Almost back to normal, but not quite.

  9. #8
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    Re: Google Phone Support Hours Currently Limited Due to Backlog

    Quote Originally Posted by Linda Buquet View Post
    Jade just emailed to say support hours are back to normal!

    That was quick! Thanks Google!
    I'm still hoping one day they will put the hours up for chat - I think a lot of phone calls could be handled easier on chat
    -----
    CDK Global SEO Specialist & Local Listings Guru

  10. #9
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    Re: Google Phone Support Hours Currently Limited Due to Backlog

    Hours are still showing as Monday - Friday, 6 AM - 5 PM PST for Australia - which is a shortening of 5 hours.

    That works out to 11pm - 10am Australian Eastern Standard Time which means remembering to make all the support calls first thing in the morning.

  11. #10
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    Re: Google Phone Support Hours Currently Limited Due to Backlog

    Whenever I have called recently, the calls have been handled by an office in India. They say they have the same training as the Google reps in USA, but I had some strange responses from them. for example, it seems they need me to re-verify my Google local page and asked for my income tax receipts !!

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