Hi everyone,
I am seeking guidance and escalation assistance from Diamond/Platinum Product Experts regarding all 56 legitimate customer reviews that disappeared following a business profile reinstatement over 1.5 months ago.
Business & Case Details:
• Business Name: 314 Garage Door Services
• Reinstatement Case ID (Approved): 8-5778000042211 (Reinstated over 6 weeks ago)
• First Support Ticket (Closed): Handled by support rep Mark, who closed the case with a canned response claiming that after investigation the reviews are gone forever and the decision is final.
• Secondary Support Ticket (Active): Case ID 2-0464000041548 (Currently marked as "In Progress" in our Google dashboard).
• Missing Reviews Count: 56 verified customer reviews.
Background:
Our profile was suspended and successfully reinstated over a month and a half ago. However, immediately upon reinstatement, all 56 historical customer reviews failed to transfer over. Because more than 6 weeks have passed, this is definitely not a temporary sync or propagation delay, but a clear Place ID / CID mismatch created during the reinstatement merge.
Current Situation:
1. Standard Support Roadblock: Tier-1 support (rep Mark) closed our initial inquiry claiming the reviews cannot be restored. However, our secondary dedicated case (ID: 2-0464000041548) remains actively "In Progress" with recurring backend timestamp updates, showing the issue is still unresolved internally.
2. Official Forum Status: A Gold PE escalated the thread initially, but after support stalled, stated they have no further insight.
3. Proof on File: We have the complete list of all 56 reviewer names ready for verification.
Because this is a technical Place ID mapping issue resulting from reinstatement rather than a policy violation, tier-1 support has reached a dead end.
Could any experienced PEs or agency members advise on how to escalate this to GBP Engineering / Maps Database teams to manually remap and re-link our historical reviews?
I can provide the list of reviewer names upon request.
Thank you very much for your time and help!
I am seeking guidance and escalation assistance from Diamond/Platinum Product Experts regarding all 56 legitimate customer reviews that disappeared following a business profile reinstatement over 1.5 months ago.
Business & Case Details:
• Business Name: 314 Garage Door Services
• Reinstatement Case ID (Approved): 8-5778000042211 (Reinstated over 6 weeks ago)
• First Support Ticket (Closed): Handled by support rep Mark, who closed the case with a canned response claiming that after investigation the reviews are gone forever and the decision is final.
• Secondary Support Ticket (Active): Case ID 2-0464000041548 (Currently marked as "In Progress" in our Google dashboard).
• Missing Reviews Count: 56 verified customer reviews.
Background:
Our profile was suspended and successfully reinstated over a month and a half ago. However, immediately upon reinstatement, all 56 historical customer reviews failed to transfer over. Because more than 6 weeks have passed, this is definitely not a temporary sync or propagation delay, but a clear Place ID / CID mismatch created during the reinstatement merge.
Current Situation:
1. Standard Support Roadblock: Tier-1 support (rep Mark) closed our initial inquiry claiming the reviews cannot be restored. However, our secondary dedicated case (ID: 2-0464000041548) remains actively "In Progress" with recurring backend timestamp updates, showing the issue is still unresolved internally.
2. Official Forum Status: A Gold PE escalated the thread initially, but after support stalled, stated they have no further insight.
3. Proof on File: We have the complete list of all 56 reviewer names ready for verification.
Because this is a technical Place ID mapping issue resulting from reinstatement rather than a policy violation, tier-1 support has reached a dead end.
Could any experienced PEs or agency members advise on how to escalate this to GBP Engineering / Maps Database teams to manually remap and re-link our historical reviews?
I can provide the list of reviewer names upon request.
Thank you very much for your time and help!
