Hi all -
I'm assisting a client with a bulk verification request for one of their smaller brands (26 open locations, so it still qualifies for bulk), which became accidentally unverified after a category update.
The Google Support rep who responded to their verification request immediately fixated on a few of the locations that have closed, so I removed those and put them in a separate group unconnected to the Google account they are requesting the open locations be verified under. However, despite those locations being removed, the rep is still fixating on those locations to the point that they are now just copying their previous email and pasting it as a response. (You can tell because the font of the pasted section is purple, whereas the last part of the reply saying, "Thank you for your response. I see that your profile is still marked as permanently closed. Please update it to show that it is open so that we can assist you with the verification process." is in black.)
At one point, they included in the pasted response that the issue had been escalated to a specialist, and when we followed up on that, they resent the previous email with the part about it being escalated removed, so I'm not even sure requesting it to be escalated would do anything at this point.
Is it normal for support to go in circles like this? Does anyone have any experience like this and/or ideas for what we could do next?
I'm assisting a client with a bulk verification request for one of their smaller brands (26 open locations, so it still qualifies for bulk), which became accidentally unverified after a category update.
The Google Support rep who responded to their verification request immediately fixated on a few of the locations that have closed, so I removed those and put them in a separate group unconnected to the Google account they are requesting the open locations be verified under. However, despite those locations being removed, the rep is still fixating on those locations to the point that they are now just copying their previous email and pasting it as a response. (You can tell because the font of the pasted section is purple, whereas the last part of the reply saying, "Thank you for your response. I see that your profile is still marked as permanently closed. Please update it to show that it is open so that we can assist you with the verification process." is in black.)
At one point, they included in the pasted response that the issue had been escalated to a specialist, and when we followed up on that, they resent the previous email with the part about it being escalated removed, so I'm not even sure requesting it to be escalated would do anything at this point.
Is it normal for support to go in circles like this? Does anyone have any experience like this and/or ideas for what we could do next?
