Warning: This is a rant! (exclamation point added for emphasis)
Last week (April 20, 2011 at 2:45:17 PM according to the change history) I moved some ad groups from one campaign into another campaign via the AdWords Editor tool and updated it live. The ads were flagged as “Under review” and didn’t start accruing impressions immediately. That’s okay, I understand it’s a non-family product and that someone needs to do a quick glance. No big deal.
According to AdWords guidelines:
We work to review all ads in our program as quickly as possible, usually within 1 to 3 business days or sooner. Our Support team isn’t able to expedite this review process.
Therefore, I was a little concerned that the ads still weren’t approved on Friday, so I called 866-2-GOOGLE. The cheerful rep told me that it takes up to 3 days and that because it was the weekend it might take until Monday for someone to approve them. Not ideal, but fine. I will wait over the weekend.
Monday afternoon (when the mythical 3 business days would be up) I was busy and didn’t get a chance to call Google about the ads still being “Under review”. I hoped someone would have it taken care of by Tuesday. Alas, the ads were still not running Tuesday so I called AGAIN! Another cheerful rep (Tommy I believe) who told me that he would escalate it to a “specialist” (I guess you have to be a specialist to actually fix a customer issue and basic phone support is just a bunch of gatekeepers who make sure that no specialist ever wastes their time with an actual customer). He told me that I could expect an answer by tomorrow.
Hooray! The ads were approved this morning. Wednesday. Nearly a full week from when I made the change.
Am I Being Unreasonable?
Okay, I know that I’m a bit peeved by this whole process, but am I really asking too much here?
- These ads were already approved and had been running. I just moved them into a new campaign.
- The policy says 1-3 business days or sooner. Not 5 business days and a weekend. Google makes billions in profit but can’t hire enough staff to cover basic functions?
- I spoke with 2 customer service reps, neither of which had the ability to solve my problem. How many of those stupid post-call surveys do I have to complete before they figure out that I’m not happy because the rep I’m talking with never seems to be able to actually fix anything.
Come on Google!