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Google AdSense Forum

Where is AdSense Support?
It's been more than a week

 8:11 am on Feb 9, 2006 (gmt 0)

I sent in a question to AdSense Support, and I have yet to hear back. Is it normally taking this long nowadays?

I tried to contact a second time yesterday. The waiting game begins anew.

No, it's not about 1099s, or a GoogleGift, or a GoogleCard. It's a real business issue. :D

Also, I was accepted into Yahoo 2 or 3 weeks ago. I haven't done anything with it yet, and was planning on adding it to some small spots and perhaps a forum. This non-reply may just be the straw that pushes me into re-deploying a substantial portion of my impressions to Y! Sheeeesh.

This is just making it crystal clear that I must protect my business interests on the web and further develop multiple significant sources of income. I just can't trust an organization that is unable to respond within a reasonable period of time to a serious question from a business "partner".



 8:52 am on Feb 9, 2006 (gmt 0)

How long, exactly?


 9:45 am on Feb 9, 2006 (gmt 0)

it seems to be taking much longer these days


 11:59 am on Feb 9, 2006 (gmt 0)

See this topic too:

They've certainly made me look like a prime numpty. I suggested Adsense to him, as his site looks perfect for it, and he applied the same day, over a week ago.

He's had nothing back from them, despite sending a couple of reminders. The status is still 'under review', with a promise of response within 7 days!

Needless to say, he's long gone elsewhere, and I have had to sputter excuses for recommending them. A mistake I won't repeat.


 6:58 pm on Feb 9, 2006 (gmt 0)

Moglex asked:
How long, exactly?

RonS wrote:
Where is AdSense Support?
It's been more than a week

8 days, going on 9.

Maybe they've instituted SmartSupport algo along with SmartGifting and Smart1099s and SmartPricing.

You ONLY get any card/gift/taxform/support at all if you're over a certain level.

Does ASA still visit here?


 7:02 pm on Feb 9, 2006 (gmt 0)

ASA still visits here--he posts very selectively but I suspect he's at least keeping an eye on thread titles.


 7:10 pm on Feb 9, 2006 (gmt 0)

Do check to ensure you are not blocking emails. The last person I assisted who was unable to get a response from AdSense - who is also a senior member here, pretty tech savvy and swears he wasn't blocking emails - actually bounced back all of the replies from AdSense.

So do double and triple check that, even if you swear that is not the issue :P Even GMail at one point automatically dumped all AdSense emails into the spam folder. You shouldn't be waiting that long for a response unless it is an unusual issue that might need some researching or checking with different team members, so do check email blocking filters.


 8:02 pm on Feb 9, 2006 (gmt 0)

Do check to ensure you are not blocking emails

Stupid ISPs are a plaque. One of my clients did not receive my bill and several requests for real estate from his web site.

He has his email address together with an other domain on a cheap German provider.

The provider set up new email filters without asking.

False email filters are a new and perfect method to ruin a business.


 12:36 am on Feb 10, 2006 (gmt 0)

That's always a possibility, Jen, given the amount of SPAM I filter on a given day.

Although I don't have any of my SPAM from before 2/5, I really don't think this has happened, as I do skim over all of my flagged SPAM everyday, and I have been eagerly awaiting Support's response. Of course I will continue to watch it carefully. I have my AdSense email go to a unique addy at my main domain, so I should be able to pick it out should it be flagged as spam by SpamAssassin.

(I have to say that SpamAssassin does a really good job at preventing "false positives" (real mail flagged as spam), I've seen exactly *1* false positive in the last couple of years, which is simply amazing. Some SPAM (perhaps as much as 5% does get through unflagged with my sensitivity level set to the default level of 5))



 12:49 am on Feb 10, 2006 (gmt 0)

I have usually received their replies within a day or two. They seem to be pretty fast and efficient. I think last email I sent (about a month ago) - I received a reply same day.


 4:46 am on Feb 10, 2006 (gmt 0)

How quickly you can expect to hear back depends upon the nature and complexity of the issue. For example, an inquiry to any corporation that has to go through their legal department? You can wait an eon, unless legal decides it's a priority.

Limited manpower and limited authority are genuine issues, even for Google.


 6:45 am on Feb 11, 2006 (gmt 0)

10 days on the original, and 2+ on the second. No response at all.

You'd think if it was such an in-depth question that they'd at least toss me a note saying "Thanks for your correspondence. We are looking into the matter and will get back in touch with you as soon as possible, probably within the next 2 weeks" or some such.

But nothing.

I hate that I am becoming a GoogleBasher here. I really love this program and liked this company, but I'm getting frustrated.


 6:51 am on Feb 11, 2006 (gmt 0)

Have you tried sending it a second time? Maybe you'll have better luck.


 7:53 am on Feb 11, 2006 (gmt 0)

RonS wrote:
10 days on the original, and 2+ on the second. No response at all.
Yeah, should I try a third? :D

 11:52 am on Feb 11, 2006 (gmt 0)

Are you kidding? What kind of real business question can you possibly have?


 6:35 pm on Feb 11, 2006 (gmt 0)

Why don't you just send them a snail mail, fax or call them?

The address is located here - [google.com...]


 8:18 pm on Feb 11, 2006 (gmt 0)

Does it really matter what I was/am asking about? They are leaving me sitting in the dark. It's really quite RUDE at best, don't you think?

How about a confirmation email when you submit the contact form? Or how about a confirmation page like this:

"Thanks for contacting AdSense Support. Your ticket number is #######. Please refer to this number for all future correspondence on this issue. A confirmation email has been sent to the address you entered on the form. Please check to ensure this email gets to you."

or something similar that a high school kid could write for them in an afternoon, along with all the necessary security. Ok, a week.

WW Members, these are the basics in dealing with the public and/or "partners". If they can't do stuff like this, how can we possibly expect them to *continue* to execute well in the marketplace in other areas? It's one thing when you're out in front as the market leader, but it's quite another to compete with other deep-pocket companies, and quite another still, to be able to execute as a Billion Dollar business.

The pressures on Google right now are immense; non-execution of the basics may be harbinger of troubles ahead, IMHO.


 11:23 pm on Feb 13, 2006 (gmt 0)

Now it's 13 days since my first contact and 5 days since my second contact. Still nothing. Although I'm hopeful, as I am seeing what may be some activity in the area of concern of my contact with them. (Sorry about being so vague, but I really don't want to discuss what the issue is, or any clues as to what it is.)

This is just silly. It's funny, I'm torn between angry and frustrated and laughing.

I'm sure that someday I'm going to try to login and I'll be banned, from bothering them too much, violating the SmartContact algo..


 12:20 am on Feb 14, 2006 (gmt 0)

RonS -

Feel free to sticky mail me your question. I'll be happy to help.



 2:57 am on Feb 14, 2006 (gmt 0)

Thank you for your kind offer.

I have stickied you with the details.



 1:03 am on Feb 16, 2006 (gmt 0)

Probably thanks to ASA, I received a response from AdSense support today, from the question I posed on 02 Feb at 7AM.

13 days.

I'll let you all know if I get any other responses.

Thanks ASA!


 2:07 pm on Feb 16, 2006 (gmt 0)

Ron, obviously something appears to have gone amiss with your request.

In defence of Adsense support, I posted a question to them regarding payment queries yesterday around 15:30 UK time.

I received an answer to my query at 23:36 the same day.

Every other time I have requested support, I have always received the same treatment.


 10:50 pm on Feb 16, 2006 (gmt 0)

Perhaps my question was more difficult; I can't believe it was completely unique though, I'd assume it was the type of question they must get once in a while.

Anyway, like I said before, a simple note of confirmation with a ticket number and a "hold on, this might take some time" would have been great. They really left me "twisting in the wind" for nearly 2 weeks. Would it have been longer without intercession by ASA?

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