|Incorrect Guggenheim Museum Google Places Listing Phone Number Despite Verified Listing||Guggenheim||5/2/12 9:46 AM|
Our owner-verified listing for the Solomon R. Guggenheim Museum in New York is displaying an incorrect telephone number despite multiple requests to change the listing via the "My listing has incorrect information" request form: http://support.google.com/places/bin/static.py?&ts=1386120&page=ts.cs. The phone number is displayed correctly on the back-end of our Google Places account, which leads us to believe there is a bug in the system. In several circumstances, the edited phone numbers were approved if you look into our edit history, however the incorrect phone number has stayed the same. Can someone please let us know what further steps can be taken to correct our listing?
Link to Places listing: http://maps.google.com/maps/place?q=guggenheim+museum&cid=333297768485043384
Business name (as it is in your account): Solomon R. Guggenheim Museum
Business location: 1071 5th Avenue, New York, NY 10128
Business telephone (as it is in your account): (212) 423-3589
Business category (e.g. hospital, etc.): Modern Art Museum, Museum
|Re: Incorrect Guggenheim Museum Google Places Listing Phone Number Despite Verified Listing||jim.jaggers||5/2/12 10:11 AM|
Within 10 days of submitting the "Incorrect Information" request you should receive a reply from a member of the Places team indicating that they are working on the problem. Unfortunately, the fix for this type of problem will probably take 4-6 weeks.
|Re: Incorrect Guggenheim Museum Google Places Listing Phone Number Despite Verified Listing||vanessagene||5/2/12 12:52 PM|
Let me follow up with the support team — keep an eye on your e-mail, they'll follow up about this.
|Re: Incorrect Guggenheim Museum Google Places Listing Phone Number Despite Verified Listing||Guggenheim||5/17/12 9:14 AM|
Hi there, it's been a few weeks and our listing has not been corrected. We received an e-mail that our listing would be corrected "soon" but this never happened. Please let us know if there is anything else we can do to escalate the case! - Guggenheim Museum
|Re: Incorrect Guggenheim Museum Google Places Listing Phone Number Despite Verified Listing||jim.jaggers||5/17/12 1:55 PM|
This sounds like a merge problem. The fix for these often takes 4-6 weeks.
|Re: Incorrect Guggenheim Museum Google Places Listing Phone Number Despite Verified Listing||Guggenheim||5/17/12 2:04 PM|
Thank you for your response. We’ve noticed that despite visible changes made under “edit history” the changes have been reflected on the published page profile. Our IT department suspects this reflects a larger issue that should be addressed by your engineering and/or operations team. We would be grateful if you could direct us to someone who could help us escalate the issue as this bug has caused serious customer service issues for the Guggenheim Museum for several months.
|Re: Incorrect Guggenheim Museum Google Places Listing Phone Number Despite Verified Listing||jim.jaggers||5/17/12 2:11 PM|
The edit history is inconsistent and unreliable. It should not be used as an audit log.
What larger issue does your IT department think Google should be addressing?
You have escalated the issue as far as you can. The Places team is aware of your problem and has started a process that will probably fix it.
I am truly sorry for the difficulties this is causing you, but it is what it is. Your problems are not unique to you and there is nothing that can be done to fix them more quickly or permanently.
|Re: Incorrect Guggenheim Museum Google Places Listing Phone Number Despite Verified Listing||Guggenheim||5/17/12 3:30 PM|
Hi Jim, to provide a clearer picture of the issues we've been experiencing here is a brief time line of what's occurred on our claimed Google Places profile for the Solomon R. Guggenheim Museum.
November 2011: Guggenheim Store account merged with main museum account with no explanation.
March 2012: Phone number suddenly changed from main number to staffer’s direct line without explanation.
As you can see, it's already been several months since our original request was submitted, far beyond the 4-6 period you specify. Multiple tickets were submitted to Google Places and auto-response e-mails were received indicating that action would be taken soon, however our listing has remained incorrect. We would really appreciate your help to expedite our request if at all possible.
|Re: Incorrect Guggenheim Museum Google Places Listing Phone Number Despite Verified Listing||vanessagene||5/17/12 4:24 PM|
Support has your ticket -- they should be following up with you. Give them to end of day tomorrow to follow up.