Experience Users running into issues with Google Support

[Dmacc]

Hi all,

We’re an agency that regularly assists clients with Google Business Profile issues — including suspended account appeals, verification submissions, image visibility problems and similar support-related matters.

We’ve noticed a pattern: team members who engage more frequently with Google Support seem to experience a gradual decline in the quality or responsiveness of support received over time. Meanwhile, users who are relatively new or infrequent in their interactions tend to get quicker and more comprehensive help.

Has anyone else experienced this trend?
Could this be due to account history, internal flags, or prioritisation logic on Google’s end?

Any insights or ways to work around this would be greatly appreciated.

Thanks in advance,
Daniel

 

[JoyHawkins]

Interesting. That isn't a trend I have heard of or experienced.

 

[keyserholiday]

“Google Support” is hit and miss. Sometimes I get help and others I want to teach through the screen and smack them.

 

[allandanilomd]

Keep in mind that usually GBP support agents need to send satisfaction surveys (CSAT), and they usually send 1 per client (at least in a period of time); so if they are nice to you and you give them a good CSAT... then they already got what they need to not to lose their quarterly bonus.

So in the next interactions that you have with them, using the same email account, they won't send CSAT surveys (unless it has changed).

But trust me, I've been there

 

[keyserholiday]

Keep in mind that usually GBP support agents need to send satisfaction surveys (CSAT), and they usually send 1 per client (at least in a period of time); so if they are nice to you and you give them a good CSAT... then they already got what they need to not to lose their quarterly bonus.

So in the next interactions that you have with them, using the same email account, they won't send CSAT surveys (unless it has changed).

But trust me, I've been there

You to request the case id and for Google to call you back.

 

[Dmacc]

Interesting. That isn't a trend I have heard of or experienced.

It's interesting to know this isn't a similar trend the community is experiencing. I will work closely with my colleagues and see if it is maybe the way they are messaging Google.

My second thought is that Google has a user limit for support requests launched by a user before they start sending you no-reply emails. I am feeling this might be 5 support requests a week, and then you receive no reply emails. This is similar to how Google will not allow you to create a certain number of Google Business Profiles within a timeframe.

Will report back if I notice anything out of the ordinary. Thanks for everyone's input.