Categories: Technical issue? :

Someone has out Business details registered

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Someone has out Business details registered Rob Butterworth 8/19/13 6:14 AM
Link to your local Google+ page (previously known as a Place page): https://plus.google.com/u/0/112821209575153147175/about
Business name (as it is in your account): Amadeus Capital Partners Ltd
Business location: 2 Mount Pleasant, Cambridge, CB3 0RN
Business telephone (as it is in your account): 01223 707000
Business category (e.g. hospital, etc.): Investment Manager
Website: amadeuscapital.com


What's the issue you're experiencing?

We don't know who registered this, nor when, but we need to be able to manage the registration.  I have tried to re-register and the page told me it would email the authorized email address to request access - it wasn't clear that it actually did that, but if it did then the email didn't come here (I checked our company-wide email archive).  

In particular, the registration has a very inappropriate photograph attached to it (when searched on google.co.uk at least).


Re: Someone has out Business details registered SQLPerformance 8/19/13 7:18 AM
Are you talking about the picture on the review or one showing in the header?

I see this in search:

Has this review recently popped up?
Re: Someone has out Business details registered Rob Butterworth 8/19/13 7:20 AM
Hi,
No, I mean the picture that appears in the 'Places' sidebar that comes up on google.co.uk searches now (it didn't used to do this).  See

https://www.google.co.uk/#bav=on.2,or.r_qf.&fp=d2c52ea4c7d8bfc5&q=amadeus+capital

Re: Someone has out Business details registered SQLPerformance 8/19/13 11:06 AM
You will have to do a screen shot.

Is the review from a client?
Re: Someone has out Business details registered Jade W. 8/19/13 4:35 PM
@Rob Butterworth, please fill out this form - https://support.google.com/business/contact/local_pages_other_verification# - as it appears that this page has already been verified by another account. This form will put you in touch with our support team so you can sort it out.

I don't see any photos on this page so am afraid I can't help you there. 
Re: Someone has out Business details registered R Butterworth 8/20/13 1:05 AM
Jade
When I follow that link I just end up on the help page - any idea what I'm doing wrong?

I've attached a screenshot of the specific problem I'm trying to address.  It is on the google search results page, and is the sidebar box that comes from places.

Thanks
Rob

Re: Someone has out Business details registered treebles 8/20/13 7:27 AM
Rob,
Jade did not realize that the form is not available to your account, it is only available to users that are owners of a Google+ Page.
Your business was created through Google Places and it seems that you have no Google+ Pages.
I will reach out to Jade for advice.
Re: Someone has out Business details registered Jade W. 8/20/13 9:19 AM
@R Butterworth, have you created an account on http://places.google.com

If so, can you try accessing this page (https://support.google.com/business) while logged into the account you are using on Google Places? Does this show up for you as a page that says Learn about Places for Business?

If not, you should make an account on Google Places, and then we can proceed. 
Re: Someone has out Business details registered Rob Butterworth 9/10/13 2:54 AM
Jade
My account i...@amadeuscapital.com is registered for places, though I cannot register my business as it has already been registered by someone else.

I do get the 'Learn' page from your second link, thanks.

I'm under a lot of pressure to get this resolved so anything you can do to help would be appreciated.  Even knowing what email address was used to register the company would help.

Rob
Re: Someone has out Business details registered Jade W 9/10/13 8:28 AM
@Rob Butterworth, while logged into that account, please visit this page (https://support.google.com/plus/answer/2566473?hl=en) and then click on let us know to reach the form where you can report that someone else has verified the page for your business.

I cannot provide details about users to other people, such as email addresses. When you reach this form, fill it out, and we may be able to help you communicate with the other user. 
Re: Someone has out Business details registered Rob Butterworth 9/10/13 8:33 AM
Jade
Thanks, but sadly when I click on the 'let us know' link I just end up back on the Places support page (https://support.google.com/places/?rd=1#) - not on a page with a form.

Rob
Re: Someone has out Business details registered Jade W 9/10/13 8:38 AM
@Rob Butterworth, please post a screenshot of what you see when you visit https://support.google.com/business and what you see when you visit places.google.com
Re: Someone has out Business details registered Rob Butterworth 9/10/13 8:44 AM
First attachement -  https://support.google.com/business

Note that I have registered a new company at the same address (which is what you will see in the attached) - my hope was I could mark the original as a duplicate.


Re: Someone has out Business details registered Jade W 9/11/13 3:01 PM
@Rob Butterworth, can you please double check for me that you are logged into the same account on both of those windows? In specific, you should be seeing something slightly different in the first screenshot (when you visit http://support.google.com/business in a logged in window).

Then try navigating to this page (https://support.google.com/plus/answer/2566473?hl=en) in the window you are using for Places. Then try clicking on let us know

If it still doesn't work, come back, and we'll see what see what we can do. 
Re: Someone has out Business details registered Rob Butterworth 9/12/13 1:04 AM
@Jade W 

- see first screenshot attached, logged in as i...@amadeuscapital.com http://support.google.com/business redirects me here.
- the 2nd link takes me to the 2nd attached screenshot.  Whatever I click on on this page ultimately takes me to the help page, never to a form or anything else - so basically all the links get redirected to the page in the first screenshot.

I would humbly suggest that something is wrong.

Re: Someone has out Business details registered Jade W 9/12/13 9:40 AM
Hmm, yes, we'll look into that form not working.

For now, if you say it's OK, I'll forward your email address (...@amadeuscapital.com) to the email address that currently is the verified business owner of is page (https://plus.google.com/u/0/112821209575153147175/about) so you guys can work it out between yourselves. This is all I can do to help in situations like this.

Re: Someone has out Business details registered Rob Butterworth 9/12/13 10:00 AM
Jade
Yes please, forward my details to the email address that is currently the verified business owner. 

Rob
Re: Someone has out Business details registered Rob Butterworth 9/29/13 7:30 AM
Jade
I never heard from whoever has our Places for Business page so whilst I'm grateful to you for emailing them, it has not worked.  It was clearly not someone at a company email address as I have not seen any mail on the subject in our company email archives.  Did the email bounce?

I am under enormous pressure to get this sorted now, it having been six weeks since I started trying.  None of the routes via the web interface seem to work - only the feedback link seems to do anything useful and I have posted via it twice now to no avail.  When I try to say I am the business owner I now get a different form, but it only works for the person who registered the company, the 'owner' (it says " If you still want to be the owner of this page, get in touch with us to request ownership." - but it doesn't say how I should do that).

I have also NOT received a PIN by postcard for the alternative listing I created many weeks ago.  I have requested a new postcard, but am not confident that I will receive it and if I do I expect it to take many weeks to arrive.

I am at a loss as to how this can be so hard to resolve.  I am at the phone number and address of the registered company.  I am the IT Manager.  All we want is access to the admin for the place on your systems so we can remove the inappropriate photograph that appears in google.co.uk search results, which is making us look very unprofessional.  Even getting the photo removed as a first step (regardless of who does it) would be a start.

I am doing my best to keep the lid on this at my end but if I don't make progress soon I am concerned that it may be passed on to legal representation, at which point it becomes costly and a lot less amiable.  Please help me understand what my options are.  Is there anyone I can actually speak to by phone to move this forward, as none of the electronic methods seem to actually do anything?

Kind Regards
Rob 

Re: Someone has out Business details registered Linda Buquet ~ 9/29/13 8:13 AM
Rob, just looking at the photo issue, it's not coming from your Google Local page it appears the organic algo is pulling it right from your own website. 

Mouse over the image and it says the location is amadeuscapital.com/image_cms/

If you have a local page is not claimed or does not have images, when someone does a brand search the knowledge graph on the right will attempt to surface other images it finds on the web or other 3rd party directories. It looks like it found an image on your site that's a bad match. Since it's happening due to the organic algo I don't think there is a way to fix it directly.

Some things to try. The feedback link under the right column that has the image. 

If you are having a hard time claiming the listing, the other thing you can try is to do an image upload as a user right on the listing itself. Maybe if there are images on the listing the algo will use those instead of the one showing now.

To upload a photo, go to the page. Click the photos tab on top. Then click camera icon top left next to name.
Re: Someone has out Business details registered Rob Butterworth 9/29/13 10:30 AM
Linda
Thanks 

I could see that it came from our images directory, I removed it a month ago as it should not have been there and was hoping the natural listing would get updated.

I was trying to get access to our listing in the belief that it would allow me to override the cached image.  Is that the case ?

I will try the other photo tricks and let it know if it works.  I have repeatedly reported it as an inappropriate image, but have not heard back many weeks later.

Thanks
Rob
Re: Someone has out Business details registered jim.jaggers 9/30/13 4:36 PM
It looks to me like https://plus.google.com/u/0/112821209575153147175/about is currently unverified and has not photos displaying.

Rob,
    Do you want to try verifying it again and see if you can manage the photos the way you want?

     It might help you understand how these pages work if you think of them as search results that Google owns, not a business directory listing owned by the business.  We are pretty much at the mercy of whatever and however Google wants to display our business in the search results.  We do have a lot more control over how Adwords displays.
Re: Someone has out Business details registered Rob Butterworth 9/30/13 11:47 PM
Jim, if I click on the Manage this Business button, I am taken to the page that says "It looks like you've requested ownership on a local listing which is already verified. "  

I have submitted that form, but as I am not the one who verified it (and we don't know who did) I don't think Google will help us.

If you search for 'amadeus capital' on google.co.uk (not .com) you will see my problem - the little box on the right that links to the places listing has a photo attached the I would very much like to have removed.  In the absence of any suggestions I am trying to get access to the listing in the hope that uploading more appropriate official photos might override this.  The photo came from our images directory (and I have no idea who decided it would be a good idea to put that image in there) but it is no longer there (in fact our images directory can no longer be listed, so even if it was still there it wouldn't be found).

Screenshot attached so you can see what the problem is.
Re: Someone has out Business details registered Rob Butterworth 10/1/13 4:10 AM
ARGHH!  I finally received the PIN to verify the new listing today and now it says it is a duplicate!   The other one is the damn duplicate, not the one we, that actual damn company just registered.

This has to be the most frustrating process I have ever come across.  Why won't anyone help me:

1. Gain 'owner' access to our own business listing, or at least suggest a way to do so that works

and 

2. Remove the stupid photo that google picked up off our web server from the organic search results (which I still think I can do if I can get access to the listing, as that result seems to be linked to our Places for Business/local listing).

This whole process makes me look like a complete idiot to my management.

Please help

Rob
Re: Someone has out Business details registered Rob Butterworth 10/1/13 4:15 AM
Jim/Jade/Linda
Do you have any suggestions?  Is there anyone I can actually speak to to get this resolved?  Surely google can't continue to represent our company inappropriately in their search results and offer no way for us to resolve the situation?  Surely there is a way for us to get ownership of our own listing?

Rob
Re: Someone has out Business details registered jim.jaggers 10/1/13 4:52 AM
Actually, I'm not getting a Knowledge Graph for the search https://www.google.co.uk/#q=amadeus+capital

Knowledge Graphs can be sourced from any information on the web, not just information from your Google+ Local listing.  In this case, it does not appear that the photo you are having a problem with comes from the Google+ Local listing.  There should be a Feedback link on the Knowledge Graph to report wrong information.  I don't know of any other way to get information removed from Knowledge Graphs.

How did you claim your listing.  You should 
1. go to the unverified Google+ Local listing that exists, https://plus.google.com/u/0/112821209575153147175/about
2. click on the "Manage this page" button
3. select the option to "Edit my business information
4. Make the required edits (I think it's just adding a Category); but don't make any changes to the Name, Address, or Phonenumber
5. Click on Submit and wait for the PIN.


I don't know if it would help much, but you can tell your management that it is Google's website and we can't control what is displayed on it.  With very careful management of all of the information available about our business on the internet, we can have some influence over how Google displays our information; but even that is limited.  Knowledge Graphs, for example, are new and I don't think anyone has figured out how to influence how they appear yet.
Re: Someone has out Business details registered Rob Butterworth 10/1/13 4:59 AM
Jim
Thanks.  To your questions:

1. at https://www.google.co.uk/#q=amadeus+capital I have clicked the feedback link and asked for the inappropriate photo to be taken down at least three times, and all I have had is the automated responses.  The first attempt at this was many weeks ago - I am guessing that the volume of feedback is somewhat larger than the team responsible for fielding the requests.

2. You suggest " go to the unverified Google+ Local listing that exists, https://plus.google.com/u/0/112821209575153147175/about" but when I do that and click on 'Manage this page' I am told that the listing is already verified and I should fill in the form (see attached) - I have done this, but so far it doesn't seem to have resulting in anything changing.  

Thanks for the suggestion on response to Management.  

Rob
Re: Someone has out Business details registered jim.jaggers 10/1/13 9:33 PM
1.  I don't have much more advice.  You could try doing an image search for the picture to see what search results it shows up in and what page it is coming from.  If the picture is no longer on that page, then your webmaster can submit a cache removal request in Webmaster tools.  I'm mostly parroting words here as I don't know how to do most of that.  You can get more advice on content removal in the Google Search forums (if you're looking to remove the content as a user) or the Google Webmaster forums (if you're looking to remove the content as a webmaster).

2. The messaging you are getting may be the difference between accounts using the New and Old Places Dashboard.  I don't even have a claimed Places Page at this time, but I think I'm probably still on the old Dashboard and it looked like it would let me make a claim on the page.  My best advice here is to fill out the form you screen-shotted above.
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