Back in April, we wrote about our experience signing up on Superpages, one of the leading citation sites at the time. We gave Superpages a passing grade, given their ease of use and quick addition of our citation to their directory.
We’ve also been spending time evaluating Moz Local (a blog post on their site is upcoming), a current partner of Superpages. We wanted to revisit our Superpages page, since we were noticing that most of our updates on Moz Local were not getting populated on Superpages. What we’ve experienced in the past month has been wildly confusing!
TL;DR – Superpages is a consumer only site now – business owners must update their business info on Dex Media’s site (select that you are a Customer, click Submit, then login or create an account) and those changes will get propagated to your Superpages listing within 24-48 hours. But if you want an entertaining, (if frustrating), story of horrible support and an equally terrible user experience, read on.
I try to log in to Superpages using the email/password that I signed up with back in April. Superpages says the combination is incorrect. I try a few other combos, (I know I registered with this particular email address because I have the account verification email from Superpages from back in April. So it’s simply a matter of forgetting my password, right?)
After trying a few combinations that didn’t work, I finally click on the “Forgot Password?” link. I enter the email address, and Superpages tells me that “There is no profile with the email address you have entered.”
So, somehow I no longer have an account? I check my listing, it’s still there (whew!) – However – there is a button to “claim this business” on my page?? I claimed this listing back in April! Now I’m really concerned. I send a note to their customer support letting them know what happened.
I get an email from Dex Media, (the parent company of Superpages), telling me that my password has been reset. It gives me the temporary password in the email with a link to reset it to a permanent password. I click on the link, enter a permanent password, and I’m in!
Well, not so fast. I try to go to my listing to edit it, and I immediate get the following error:
An Error has occurred in this application. Please try back at a later time.
Exception thrown executing [AnnotatedAction@63fb3756 targetAction = com.idearc.ssa.web.spring.ListingAction@599885a5, attributes = map[‘method’ -> ‘setupForm’]] in state ‘enterCriteria’ of flow ‘businessprofile-flow’ — action execution attributes were ‘map[‘method’ -> ‘setupForm’]’; nested exception is com.idearc.ssa.domain.ProductNotFoundException: Could not find product information for SPBBSPL4
I send a note again to Dex Media support letting them know that I was able to login, but I can’t see my record and send them the error message above.
I get a reply from Dex Media. The email states “There was an issue with the Dexmedia site however the trouble ticket was closed today stating the issue was resolved.” The email was signed “Dex Media Supercare.”
I go back to Superpages to check to see if I can now edit my listing. Oops! I can’t login again! The email/password combo I had reset 2 days ago no longer works. Once again, I figure I’m just losing my mind and try a few different passwords, but no luck. I go back to reset my password, and once again I get the message that there is no profile with that email address. What is going on?
I send yet another message to support stating my problem. This time, I explain the entire scenario, starting with August 12, and leading up to August 19.
I get an email from Dex Media Info letting me know that “This is to inform you that I have already escalated your concern. Rest assured they are now taking care of this.” The email was signed by Summer, who is apparently an “Inquiry Representative.” Great.
I respond back to Summer that I still can’t login, and repeat the issues I’ve had over the past 10 days.
I get a reply to my 8/23 email that says “Thanks for the email. For me to better assist you, kindly provide your business name or account number so that we can resolve your concer.” (Yes, they spelled conern incorrectly, that’s not a typo on my part)! This email also has a phone number to call, so I decide I’ll take the time to try to speak with them.
I call the toll free number and get a message welcoming me to Dex Media. The options are all sales options! I select 0, and get a message that the wait times are very high, and if I want to save time, I should try emailing them (gee, thanks). I decide to hold and see how long this will take. My call starts at 12:10pm. The call is picked up at 12:24pm. The rep (Jordan) is very friendly and patient – we go through the issue carefully. He does a great job of getting me logged into Dex Media’s site, but can not address the issue with Superpages. I try to get him to explain the difference between Dex Media’s site and Superpages, (are the entries linked or separate?) but he isn’t really able to explain it in a way I can understand. The best I can figure out is that Supermedia and Dex Media were merging, so I thought he was implying that the directories on Superpages and Dex Media would also be merging, but when I ask that exact question, he won’t say yes. He does say there is a separate toll free number specifically for Superpages, and gives that number to me. I’m not clear why the emails I was getting from support didn’t offer that number, especially since my problem from Day 1 has been with Superpages?
So, I call the Superpages toll free number. The three menu items are identical to the DexMedia prompts, and the hold music and offer to email are all identical, as is the message that hold times are longer than usual due to high call volume. Call started at 1:17pm. Picked up at 1:32pm. I speak with Joan and spend 40 minutes on the phone with her. Absolutely nothing gets done. I even create a brand new account on Superpages – claimed my business (again!), logged off, and then when I tried to login, it told me I had an invalid login/password!
Nobody had any answers, but it appeared to me that Dex Media was now the back end site for all Dex properties, and Superpages.com is simply a front end directory with no back end capabilities. We tested this thesis by creating an entirely new account on SuperPages and trying to claim a business. Once we do this, it immediately took us to the Dex Media signin page – and of course, the account I had just created on SuperPages did not work on Dex Media since I hadn’t created an account there as well!
Our final test is to make some changes to our profile on the Dex Media site and see if the Superpages page gets updated. The Dex Media account page actually does prompt that changes will be shown on Superpages within 48 hours.
Indeed, the changes I made on Dex Media yesterday are now appearing on Superpages site today! Ironically, the “new” account I made on Superpages yesterday appears to have taken – I got 2 emails 12 hours after signing up with my account info and I was able to login. However, that account is a consumer account apparently, it still doesn’t have any info about my business.
I will stand by my statement from yesterday – Dex Media is in the process of merging the Dex and Supermedia properties. Dex will be the back end for business owners, and Superpages is the front end for consumers. If you are a business owner, you need to make sure you have an account on Dex Media and make all your updates there.
I wish citation sites would be more open about how they are working and the best way for businesses to manage their listings. Sadly, their only focus is on paying customers, which I can certainly understand is a priority, but any site that includes a national directory of listings has (in my opinion) a fiduciary obligation to make sure the content is valid (and especially if a business owner themselves wants to update their data, it should be as easy as possible for them to do so).