Getting Google Places Help is still rather difficult here in the UK, as evidenced by this example that started with a call from one of the teachers at the yoga studio.
Jo, our Google Places page is now showing my personal home and mobile number not the Centre’s main number. I’ve been getting calls at home.
When I checked it out, we had two listings. The one I had set up was appearing against some keywords and another which had been set up some years before by someone else to advertise a specialist class run at the centre with the teacher’s personal phone numbers for other search terms. And in the latter, the information had been merged with the official version. So there were the photos from the main listing along with the NAP (name, address and phone number) from the rogue Page.
Having read the blogs of Nyagoslav at Optilocal and Mike Blumenthal and Linda Buquet I knew that the best way to solve this is to claim the rogue listing and then remove it from Google Maps. But that phone number needed to be changed a lot more quickly than the weeks that it takes for Google Places to update that type of information online.
Experience had shown me that community edits get picked up far more quickly so that’s what we did first. We were secure in the knowledge that we could then claim the page and get verified, since the address was almost the same as the actual business address in the regular listing – the confirmation postcard would arrive in the right place. Then we would be able to suspend the wrong listing.
We both did a community edit and received the following email from Google Places.
From: Google Maps
Subject: Google Maps Edit – Action taken
Hi Jo Shaer,
Thanks again for sharing your local expertise with other Google users! We have approved your edit of name of business.
Please note that Name of Business is an owner-verified listing and some updates require the approval of the business owner before they are applied.
If you are the owner of this business, you may notice a discrepancy between your Google Places account and the listing as it appears on Google Maps (http://maps.google.co.uk/maps/place?cid=number). The best way to update your listing is to make changes directly in your Google Places account: http://www.google.com/placesforbusiness
For additional help in resolving incorrect listing information, please visit our troubleshooter: http://www.google.com/support/places/bin/static.py?page=ts.csts=1386120
Thanks for your help,
The Google Maps team
I then claimed the rogue page for my client and was surprised to see the option of a telephone verification – but, in the time it took for me to alert the teacher that Google was about to call her with a PIN number, the telephone number changed to the main telephone number of the business!
So I called the business to alert them and we got the listing telephone verified. Problem solved.
The confirmation told me that it would take a few days for the listing to go live. I assumed this meant for the changes to take effect in the dashboard. But I was wrong.
What happened then was that the official listing was replaced everywhere by a merged version of the rogue version, retaining the Specialist Class as the Title, the mangled version of the Address, plus the class-specific Description and Categories of the rogue but adding the photographs and Reviews from the official.
OK, I’ll go into the dashboard and unlist it.
But, whilst the dashboards show the two sets of different information and both are active, if you click ‘See Your Listing on Google Maps’ both now show the same mishmash as the live entry – so which one do I unlist?
Sounds like a question for the new Google Places Help desk, proudly trumpeted by Google over the last few weeks. You need to be logged in to the Google Account under which you created your listing.
Google Places Help Centre
About half way down, you see the chance to ‘Fix A Problem’ and the first option is to ask about ‘Two Business Listings Merged Together’. Excellent, just what we want!
But then it gets more difficult.
If your business name isn’t showing up correctly, edit the listing
But, which one in the dashboard should I be editing? One of them is already correct – and has the impressions and click through statistics listed on that part of the dashboard.
Part of me says suspend that one – but that’s also the one where people originally posted their reviews!
So I need to suspend the other one – but that’s the one that Google is now showing so what happens if I just remove it from the listing? Will they find the other one?
You see my dilemma?
It looks like I need to copy and paste all the information from the correct version into the rogue version and then re upload the photos and videos before suspending the original version.
I’m just so concerned about losing those reviews.
The saga continues!
This was yesterday and I thought I would sleep on things overnight.
Today when I log in to see what happens if I check out the hyperlink about reviews for more info, I don’t see the same page at all. This pops up.
Which is fine and dandy but ‘Report a Problem’ is in the community edit area and Business Owners are instructed to go through their dashboard.
So now I’m thinking maybe I should do as suggested above and then do a community edit also to ensure that the action is taken sooner.
I really don’t want to suspend either of the accounts from which Google is drawing its merge information until I can be sure that all information is retained on the final version.
Tags: google places help
This entry was posted
on Wednesday, January 11th, 2012 at 6:13 pm
and is filed under Google Places.
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