Google Business Customer “Support”. A Lesson.

Google created the mess

This Business Listing was created by Google – the client didn’t create it and miss important details. Google scrubbed the data from the customer website and their personal information on the web, filled in what it thought was right and waited. My client had customers using the number on the Google listing and found it was wrong. But the only wrong part of the number was the country code. I’m not sure how the US (+1) got conflated with Nigeria (+234) but who wants to bet scammers are involved?

More “verification” options

Email. Google decided to use the associated domain name and a generic “admin” as that address. That’s not the correct address. How to change it? Verification first, then you can access it to change it.
Secondary (Backup) phone. The customer recently switched internet providers and dropped his old land-line number because it was seldom used and was just being spammed by useless calls. They didn’t consider the ramifications of losing that number. (It’s “bitten” them in more than just this way. They’re trying to get it back and hope it hasn’t been reused elsewhere.)
To change it? Verification first!
Business Video verification. “To successfully verify your business with Google, you must submit a single, continuous video via your mobile device. The video must last between 30 seconds and 5 minutes and clearly show three core requirements: your location, your business name, and proof of management.” (Source: Google AI at the top of Google Search)
That’s all great if you have a brick-and-mortar storefront with signage in a community near a street sign, but a home-based business located far out in the countryside makes this pretty much impossible.

Totally Automated

Support via Social Media

So, rather than provide an email address you can reply to, or a chat that you could engage a live person, it’s recommended you go to the “Google Business Profile” on Facebook and comment on one of their posts. Then “they” will reply and suggest you “DM” (Direct Message) them. You give them a ticket number from an email you sent (Because you did that first and was frustrated when it said to reply to an address with the words “no-reply” in it) and they come back with “we understand you had a problem, here’s a link to the same help area you were at so that you can do the entire process again. They MAY suggest you go “on twitter” to message them there. Twitter no longer exists – it’s called X.
What happens when you message them on X? A link back to the very unhelpful suggestions page that has already failed on every point in the process.

Third Party “Google Business Profile” Repair Companies

After posting on X, I started receiving emails and calls from third party companies that will fix this issue for me. All that’s necessary is providing the business license, business certificate, most recent utility bill, and photos of branded business tools. Oh, and “Manager Access” to the Google account. Maybe I should throw in my checking account number and social security information for good measure? Random stranger contacts me and asks for this type of data? Not happening.

“Why don’t you just call Google?”

I did. The only number that replies with a live person is the Ads department. Quite convenient. That kind soul says very clearly that they can only “point you to the resources” they’re given. The resources they point you to? Everything that’s already posted on the Google “help” site – more AI automated slop. I told them I’m interested in buying advertising, but I have a minor issue to resolve with the Business Listing. “We are happy to help – just give us your email address.” Then they send you the pitch to pay for advertising in an email that links to a human. Right? Maybe an email that’s monitored by a human. Right?
Right?
No. Only AI automated slop that cannot resolve anything.