Preface: I love Google and in no way want to incur the wrath of almighty Google (via Google slaps, banned accounts, etc.). I just want to vent a little frustration and everything will be all good when the issue is resolved.
The Situation
I manage the PPC for a large, international company in the payments industry. They prepay their AdWords account by transferring funds directly from their bank. They sent in their last payment in plenty of time to avoid running out of funds. The Billing Summary in AdWords shows the payment as received on Nov. 26. Despite this fact all campaigns are suspended and ads are not showing at this moment.
I contacted my agency rep (she’s great with helping me put together RFPs for new business) and since she doesn’t handle billing she referred me to their regular support. I brought up the issue in an online chat, of course the representative couldn’t fix the issue, and said she would escalate it to the “Specialist Team”. I got an email back about 24 hours later telling me the “Specialist Team” was investigating the matter and would get back to me. Well, it’s been another 24 hours and no word yet. Meanwhile I have a client with money in the AdWords bank who can’t seem to get Google to turn on their ads despite wanting to spend that money.
What The Hell Google?
Last time I checked AdWords was your moneymaker, so why does the customer service suck so bad? I can understand when their isn’t customer service for free offerings like Analytics or Voice, but AdWords? I’m starting to wonder if something isn’t wrong over there when I can’t get a seemingly simple fix made within 24 hours of contacting them. Anyone else having this issue?
About Robert
Hi Robert,
It not something new that AdWords customer service sucks. Every time you try to contact their support you just get an automatic email (although it’s written by a human). The customer service reps are almost not familiar with AdWords advertising, they just go over the guidelines, and that’s not enough.
I had a client once who actually lost his business because it took Google 4 months (!) to process his payment, and nobody helped him.
Also, the “specialists” team always takes about a week before they come up with something.
Ohh, and try getting a hold of Google after your account got banned for no good reason.
So, yeah, what the hell Google?