|Apple wants to take the MAC out of MAC Address...|
Problems with restrictive adwords policies
| 12:40 am on Mar 23, 2005 (gmt 0)|
I am just wondering if any of you have run into this problem. My company writes a DHCP server which does client authentication based on several things including the MAC Address of the machine (as defined in any computer book):
MAC Address - Short for Media Access Control address, a hardware address that uniquely identifies each node of a network. In IEEE 802 networks, the Data Link Control (DLC) layer of the OSI Reference Model is divided into two sublayers: the Logical Link Control (LLC)layer and the Media Access Control (MAC) layer
(this definition taken from <removed>)
We recently received a notification that a large number of our adds had been pulled because they included the term Mac (in the context of MAC address). The craziest thing was of course that we were not using the term Mac, we were using the term MAC Address; however the folks at google are apparently not case sensitive. After several unreturned calls and emails I have not found them to be very issue sensitive either.
A simple search of the United State's Patent and Trademark Office website shows that there are 47 live registered trademarks with the trademark term MAC. So, do I just need permission from any of these companies to use a standard computing acronym?
For reference the following is a Google adword from Google itself:
Boost your business profitability with Google advertising programs.
According to the online US Patent and trademark office:
There are -
26 live trademarks for the word "boost"
1 live trademark for the word "your"
1 live trademark for the word "business"
2 live trademarks for the word "profitability"
There are also 7 live trademarks for the word "the" and 41 for the word "is". Are all of these being stripped from Google adwords as well?
One seriously frustrated Adwords user...
[edited by: eWhisper at 1:10 am (utc) on Mar. 23, 2005]
[edit reason] Please no URL drops [/edit]
| 1:38 am on Mar 23, 2005 (gmt 0)|
Did you run -apple as a negative keyword on those campaigns?
If so, this one's worth pursuing a protest on.
I'm sure glad I don't market rubberized raincoats or round red fruit grown in Washington state!
| 2:05 am on Mar 23, 2005 (gmt 0)|
Welcome to WebmasterWorld, Splach!
|...this one's worth pursuing a protest on. |
|After several unreturned calls and emails I have not found them to be very issue sensitive either. |
Splach, you didn't mention the time frame in which you wrote (three emails within one hour on a Sunday, or three emails over the course of a week...), or the email address to which you've written - but I am sure you'll be responded to soon - at least assuming that you've replied to the disapproval email you were sent, or written using the 'Contact Us' link on each page of your account, or used email@example.com.
In any case, your best bet is to reply to the disapproval email and 'make your case'. You may find that AdWords support is issue sensitive after all. ;)
I think it may be time for me to dredge up an old post with some tips on getting faster/better customer service. I am not directing this in your direction specifically, Splach, but to the Forum at large. Here it is:
|* If you are sending an email, please use the 'Contact Us' link at the top and bottom of every page in your account. This will enable the customer service team to immediately find the account associated with your question. |
* However, if for some reason, you are unable to use the 'Contact Us' link, then please use only this email address. Any other email address will slow your response way down:
* If you're using the firstname.lastname@example.org email address, rather than the 'Contact Us' link, then please identify your account by customer ID and/or email address. A surprisingly large number of emails come in each day with absolutely no way to identify the account associated with the question. As you might imagine, this makes a meaningful response much more difficult. And far slower.
* Please be aware that, at present, customer service folks are working Monday through Friday. So writing to support on Friday night means that your reply will be delayed until at least Monday.
* Also, be aware of peak periods and slack periods. Highest volume of email occurs on Monday. Volume is lower, and turnaround time is potentially quicker mid-week. So if your question is routine rather than urgent, please consider writing mid-week.
* We strive for a maximum turnaround time of 24 hours, for business days. Most often, it will be faster. During very high volume periods, yes, it can be slower. But believe me, we are all tasked with not letting that happen.
* Please ensure that our replies are not being filtered out by your email program as 'Spam'. I've talked with many advertisers who are upset at our lack of response, who then find that those responses have been sent, but filtered and sent to a 'junk mail' folder. (Related note: almost all email from AdWords will have the word 'AdWords' in the subject line.)
A few more general thoughts:
* Be as succinct and as specific as possible with your questions. In many ways it is best to ask a single question (or a very few) per email. Asking 5 or 8 questions in one email may slow your response down a bit.
* Provide whatever background information will be required to answer your questions fully and quickly. Please include pertinent dates, Campaign and Ad Group names, the keywords in question, and so forth. If we have to guess, it'll slow your response down, and make it less meaningful.
* If you get an reply that doesn't meet with your satisfaction, then please reply directly to that email. This will send it directly back to the person who answered it, who is already familiar with your account. This will prevent duplication of research. Be sure to explain what was missing from our original answer.
| 5:26 am on Mar 23, 2005 (gmt 0)|
I had the same problem just a few days ago....for the term similar to "Last Minute Widgets". They said Last Minute was trademarked.
My ADS were stopped and I wrote an Email to Support.
I got an email back saying:
Our AdWords Specialists review all ads that run on Google to ensure that they comply with our advertising policies. I apologise if the prior disapproval of your ad was made in error.
I have now reviewed your ads in both cases and can confirm that they meet all of our Editorial Guidelines and advertising policies. It has been approved and is running on Google.
HAPPY DAYS! (I thought)
Next day I get an E mail from 2 of my other accounts having been stopped for the same reason on the same supposedly "Trademarked" term that had already been reviewed
I have to repeat the support E mail process again (with a turn around of 2 days I may add) and mean while my Ads are on hold.
My gripe is that all together I will have lost at least 6 days advertising due to an error that has been identified as just that.
Surely once the accused Trademarked term has been reviewed and known to be acceptable Google should include it in some sort of Acceptable list so that we dont waste valuable time and keep repeating the same process over and over again.
For a company this big the level of customer service and lack of practical solutions to everyday problems, simply irritates me more and more everyday!
| 4:08 pm on Mar 23, 2005 (gmt 0)|
They're not too smart when it comes to lots of things.
I had an ad disapproved that said "includes 5 top widgets", meaning 5 of the most popular widgets, and they said I should instead say "top 5 widgets", which has a completely different meaning.
| 6:45 pm on Mar 23, 2005 (gmt 0)|
I just wanted to post an update, and answer AdWordsAdvisor's question. To that end, the total time for this was about a week and a half.
Miraculously I had an email this morning from a real person who apologized and indicated that we can continue advertising as long as we make sure to use "MAC Address" and not "MAC". So if you pulled any strings AWA, thanks.
Seems to me that Google is using a basic search engine (yeah they probably have some of that technology) to strip adds which match non-case sensitive key words, hence the emails I received saying that our use of "Mac" caused our adds to be pulled. The initial email replies I received also appear to have been auto-generated.
In any case we are back up and running and even with this downtime Google has still outperformed any of the other ad placement methods we that employ for the month of March.
| 8:04 pm on Mar 23, 2005 (gmt 0)|
|Next day I get an E mail from 2 of my other accounts having been stopped for the same reason on the same supposedly "Trademarked" term that had already been reviewed. |
|Surely once the accused Trademarked term has been reviewed and known to be acceptable Google should include it in some sort of Acceptable list so that we dont waste valuable time and keep repeating the same process over and over again. |
Delegate, having trademark keywords reviewed/approved in one account, will not mean that they may then go unreviewed in another account.
And, also, when it comes to trademarks, things are really handled on a case-by-case basis. The answer to what may or may not be done by an advertiser lies in the details of the particular case, which can easily vary from account to account, campaign to campaign, Ad Group to Ad Group, or even from Ad to Ad.
With all that said, my apologies for what sounds like an error on our part!
| 8:13 pm on Mar 23, 2005 (gmt 0)|
|Miraculously I had an email this morning from a real person who apologized and indicated that we can continue advertising as long as we make sure to use "MAC Address" and not "MAC". So if you pulled any strings AWA, thanks. |
Nope, wasn't me. ;)
No strings pulled, or even nudged. It's probably worth mentioning, especially for newer members of WebmasterWorld, that I have no way of knowing any details about your actual accounts. Nor do I want to.
(BTW, in those rare cases in which WebmasterWorld members have written in with their account details to my attention, I forward the details to the appropriate team, and make a point of keeping no records at all myself. So bottom line, I feel that it's pretty important to not know who you are.)
|In any case we are back up and running and even with this downtime Google has still outperformed any of the other ad placement methods we that employ for the month of March. |
Sorry for the delays Splach - and I'm very glad to hear the AdWords is working well for you. Thanks for adding that bit!
| 10:50 pm on Mar 23, 2005 (gmt 0)|
|So bottom line, I feel that it's pretty important to not know who you are. |
Then how can you buy us dinner when we visit the plex if you don't know who we are? ;)
| 4:56 am on Mar 25, 2005 (gmt 0)|
|Then how can you buy us dinner when we visit the plex if you don't know who we are? ;) |
LOL! I didn't even see this until just now eWhisper.
How about this for a plan: The visitor sets the time, and I set the place at the plex - and then we both arrive at the agreed upon time and place, with brown paper bags over our heads. With no eyeholes.
Good idea, huh?
PS - As I mentioned in another thread earlier today, I'll be away from the office from later tonight thru Tuesday. Back posting as usual, on Wednesday.
| 5:58 am on Mar 25, 2005 (gmt 0)|
|How about this for a plan: The visitor sets the time, and I set the place at the plex - and then we both arrive at the agreed upon time and place, with brown paper bags over our heads. With no eyeholes. |
is that a promise?
| 6:03 am on Mar 25, 2005 (gmt 0)|
| 9:44 am on Mar 25, 2005 (gmt 0)|
Ok, fellows, back to serious matters!
By the way, what is AWA doing these days? Is he/she meeting some of you guys?
..."eyes wide shut"