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  1. #1
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    Google My Business Support Horror Stories

    In an effort to get Google to improve upon the generally terrible Google My Business support, and provide some catharsis for the community, I thought it would be fun to here what other peoples horror stories are. Someone on my team just had a doozy and is what inspired me to post this thread:

    "43 minute call and nothing resolved. Said their team is still working on the merges (its been almost 2 weeks). Supervisor said they would get back to me within 48 hours. Spent 3/4 of that call on hold and they could not give me any reasons why the merge hadn't happened. "

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    Dan Leibson
    Vice President of Local & Product
    Local SEO Guide Inc.
    @danleibson
    + Dan Leibson

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  3. #2
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    Re: Google My Business Support Horror Stories

    The only horror stories I have experienced is when I try to let the oversees reps help. They have never been to able to help, even with something as simple as getting an added Suite # to stick in the dash. It's gotten to the point where I simply hang up and try again until I get someone in Ann Arbor. The most I've had to do is 4 times in the span of about 30 minutes.
    Scott Rawlins - Find Local Company in Atlanta GA
    Follow Me on G+

  4. #3
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    Re: Google My Business Support Horror Stories

    The worst one we get is when we try to add a County with a similar name to the city. For instance Oxford is in Oxfordshire but it can take over an hour for someone at Google to realise that this is the correct, full address.

  5. #4
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    Re: Google My Business Support Horror Stories

    Haha Dan, you know this thread will get some play!

    You guys may know Google reads this forum too. But since we have tons of posts every week, who knows if they'll catch this one.

    So after we get a few more replies I'll email the link to my Google contact and I'm sure they'll be interested in the feedback. Maybe you guys could actually drive some change.
    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".

  6. #5
    Member Since
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    Re: Google My Business Support Horror Stories

    Just posted this on the GMB forum:


    First of all, let me say phone support has completely gone down the tube. My average call time with them just to get something done is 25+ minutes. And even then the majority of the time they can't get what you need done.



    Here's our business page:

    -------------

    Here are our duplicates:

    -------------

    Some of them exist at an old address. Some of them came from goodness knows where. They all have the same phone number, our phone number.

    I called into support to be told that they couldn't merge the first duplicate (a verified page) because they didn't have the same name, even though they had the same address and phone. What? It took them close to 15 minutes to come to that resolution.

    Then they told me they couldn't delete the unverified pages because they are "shell" pages and they can't delete unverified "shell" pages. They told me I should claim them and then call back in and they could delete them. Even though they couldn't delete/merge the verified page I mentioned at the beginning of the conversation.

    I don't think Google phone support is trying to be unhelpful but I can't say it doesn't feel that way.


    Support is so bad these days it's not even funny.

    Quote Originally Posted by Scott Rawlins View Post
    The only horror stories I have experienced is when I try to let the oversees reps help. They have never been to able to help, even with something as simple as getting an added Suite # to stick in the dash. It's gotten to the point where I simply hang up and try again until I get someone in Ann Arbor. The most I've had to do is 4 times in the span of about 30 minutes.
    Scott, has this happened recently for you? I thought Ann Arbor support was dead as all my calls recently have gone straight to overseas.

    Sometimes I dream of Ann Arbor support at night...
    Tutelary Marketing, Owner
    Local Listing Ninja - Business Listing Service
    Local Listing Ninja Reviews - Check Out Our 100+ 5 Star Reviews!

  7. #6
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    Re: Google My Business Support Horror Stories

    Yes, happens a lot. It seems to be a smaller window to get someone in Ann Arbor. Getting the overseas support certainly occurs more now than it did before. And in my experiences with them, they are absolutely no help at all. I know Joy has had some success with G support on Twitter, so that's another option.
    Scott Rawlins - Find Local Company in Atlanta GA
    Follow Me on G+

  8. #7
    Member Since
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    Re: Google My Business Support Horror Stories

    I literally never call phone support anymore. It's the worst. I think the horror story that inspired me to stop calling was similar to Dan's. 45 minute calls while I would repeat myself 5 times and spell-out every word and then argue when they would give me advice (like telling me to claim a duplicate in order to get rid of it).

    I now only deal with Twitter support and my time per conversation is about 5 minutes and Mike (on Twitter) solves everything I send him b/c he's awesome.
    Joy Hawkins
    Owner of Sterling Sky
    Author of The Expert's Guide to Local SEO [, a 260+ page training manual that is updated monthly and contains advanced tips and tactics for Local SEO that actually work and drive results.

  9. #8
    Member Since
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    Re: Google My Business Support Horror Stories

    Interesting Joy. I think it says a lot when a company has much better support via social media channels versus phone support.

    I know that social media support is growing and it's something businesses are trying to instill, but it's almost like tech businesses are starting on that side and hoping they don't have to include phone support as a priority.

    I wonder if we'll get to a point with ecommerce where phone support isn't even expected from a business. Nah, we'll always need phone support. But I bet it the demand will continue to decrease.
    Garrett Sussman | Grade.us Content Marketing Manager
    White-label Review Management Solutions for Marketers, SEOs & Agencies
    Twitter | LinkedIn | Facebook

  10. #9
    Member Since
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    Re: Google My Business Support Horror Stories

    Alright, this is a doozy.

    We had a client that had a duplicate GMB page in a different bulk account. Anyone who has dealt with getting a verified listing out of a bulk account knows what a huge headache that can be.

    Anyway, they sent the arbitration email and the time passed without any response to the email. However, since there was activity in the account we were told they could not release the listing.

    So to recap, even if an arbitration email goes unanswered they still may not release a listing from an account. Real top notch product support.
    Dan Leibson
    Vice President of Local & Product
    Local SEO Guide Inc.
    @danleibson
    + Dan Leibson

  11. #10
    Member Since
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    Re: Google My Business Support Horror Stories

    Dan,

    That's messed up. So basically an SEO company could maintain ownership over a listing provided they go in and tinker around with the listing every so often? Were you dealing with the same person the whole time on GMB support?
    Joy Hawkins
    Owner of Sterling Sky
    Author of The Expert's Guide to Local SEO [, a 260+ page training manual that is updated monthly and contains advanced tips and tactics for Local SEO that actually work and drive results.

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