Marc Charette
Member
- Joined
- Oct 23, 2018
- Messages
- 10
- Reaction score
- 8
I've landed on a confusing case recently with a client who tells me that their Google Business Profile literally had gone missing. Now we all know how often clients make silly mistakes and maybe they were suspended but I don't see signs of that. They're interior staging company, very well established, over 20 years in business. They had a GBP with about 50 reviews on it. The owner, about 6 months ago noticed they could not find their profile. So she created a new one (first ooops).
Then since it was new, had forgotten how to sign in, and made a duplicate, but using a different email. Both were verified. But that obviously didn't magically make the old reviews come back. Forward to 4 weeks ago, when I was referred to her and tried to figure out this mess. I was able to see a number of emails from Google for the new reviews coming in, some going back 6 years so I had those as a reference. When clicking through the link to respond to those reviews, it ended up on a 404 Error page. That tells me that the profile is either deleted, removed or simply inaccessible ( I have manager access and I tried access from the client's computer as owner with the same result).
When contacting Google to create a case, their response is that the profile is up and everything's fine. Like... really? I had supplied them with a detailed worksheet of the missing reviews, the current profile and its duplicate and the suspected ID to the old profile too as extracted from the links in the old review emails from Google.
I'm now a bit stumped on how to proceed. Is this just a lost cause? Or have I just got to try submitting this a few more times until a Google rep actually does a bit more research and doesn't give me a canned answer that essentially everything's fine?
Thanks in advance for any ideas that might help.
Then since it was new, had forgotten how to sign in, and made a duplicate, but using a different email. Both were verified. But that obviously didn't magically make the old reviews come back. Forward to 4 weeks ago, when I was referred to her and tried to figure out this mess. I was able to see a number of emails from Google for the new reviews coming in, some going back 6 years so I had those as a reference. When clicking through the link to respond to those reviews, it ended up on a 404 Error page. That tells me that the profile is either deleted, removed or simply inaccessible ( I have manager access and I tried access from the client's computer as owner with the same result).
When contacting Google to create a case, their response is that the profile is up and everything's fine. Like... really? I had supplied them with a detailed worksheet of the missing reviews, the current profile and its duplicate and the suspected ID to the old profile too as extracted from the links in the old review emails from Google.
I'm now a bit stumped on how to proceed. Is this just a lost cause? Or have I just got to try submitting this a few more times until a Google rep actually does a bit more research and doesn't give me a canned answer that essentially everything's fine?
Thanks in advance for any ideas that might help.
