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Hey Google, how about an apology?
limoshawn




msg:3255423
 1:55 pm on Feb 17, 2007 (gmt 0)

Letís assume for a minute that the recent debacle was a merely a "technical glitch" and not some sick test of the next rollout of quality control guidelines.
If it was a glitch, how about a dose of humble, how about a "we messed up, were sorry", how about a "what can we do to help".
I see many posters on this forum that manage accounts for other people; they have to explain this "glitch" to their clients even though they had nothing to do with it.
I guess Iím kinda lucky, I don't have to explain to my clients, I only have my employees and family to answer to when the Google wind blows south.

 

Pengi




msg:3255443
 2:31 pm on Feb 17, 2007 (gmt 0)

Forget it!

To "apologise" would be seen as accepting liability for causing problems - and would be followed by the lawsuits!

Obviously Google do test their changes before they are released - it would be naive to believe otherwise. The nature of Google's algorithms and their relationship with a near infinite number of website variations means that comprehensive testing can never be achieved.

Sadly, it must be expected that some algorithm changes may have unexpected consequences to a few sites even when they achieve what was intended for the majority. In addition, the odd error will always be present in any real complex software and it is only through rolling the software out and waiting for the reactions that some of the more obscure effects - intended or unintended - will come to light.

limoshawn




msg:3255451
 2:53 pm on Feb 17, 2007 (gmt 0)

Forget it!
To "apologise" would be seen as accepting liability for causing problems - and would be followed by the lawsuits!

Yeah, I know. Just daydreaming of a "do no evil" world I guess.

Quantam Goose




msg:3255453
 2:57 pm on Feb 17, 2007 (gmt 0)

This was not just an errant algorithm. It was a plain and simple total error. For example, I had in one group "blue widgets" which historically had a ctr of 12% at .20. (Over a year). It went to 5.00 inactive.

I deleted that "blue widgets" and added "blue widgets" to another ad group with similar but not identical add text. Now the kwd pair was "OK" and the minumum bid was .20. That is a programming error.

Finally, another kwd pair went inactive to $5.00. I deleted it. Then added it back to the same ad group and "surprise", it was "OK" at a minimum bid of $.06.

What a screw up....

Green_Grass




msg:3255505
 4:17 pm on Feb 17, 2007 (gmt 0)

IMHO , we are celebrating too early. The next QS update is around the corner. When they hit us next..it will be a wallop.

Apology ..Nah.. They just want more money.. somehow.

A little 5/10% increase in CPC prices to cover higher costs and make more profit makes sense but moving 10-15 cent bids to USD 5 / USD 10 is hitting below the belt.

Mtlinfo




msg:3255519
 4:40 pm on Feb 17, 2007 (gmt 0)

Thanks Quantam Goose,

It's nice to know that if you had a $10 keyword notice that you can just delete and when you reactivate it, it goes back to $0.05.

At least now we know that those $10 min bids warnings are not there forever.

It's good to know because I left Adwords 2-3 years ago and i'm about to get back in soon. Looks like I picked the worst week to come back :-D

[edited by: Mtlinfo at 4:42 pm (utc) on Feb. 17, 2007]

Pengi




msg:3255620
 6:32 pm on Feb 17, 2007 (gmt 0)

Quantum Goose
What was to you a simple error was to me an improvment!

10% of my inactive keywords were reactivated for yesterday only. The changes that were made clearly affected different sites and situations in different ways. Whatever they did yesterday was excellent for me and presumably some others.

internetheaven




msg:3255635
 7:01 pm on Feb 17, 2007 (gmt 0)

Seems to be rotating randomly. I haven't edited anything at all but this morning I had 28 inactive keywords in one campaign, this afternoon it was 38 and now it is 7.

I haven't touched anything all day.

franglais




msg:3255696
 8:12 pm on Feb 17, 2007 (gmt 0)

I think and hope this is just a classic screw up!

I fully appreciate that this type of thing can happen. I mean, it is not exactly easy running the worlds biggest ad network, however ÖÖ

I have to agree that google should communicate to there customers when they know there is a technical fault.

Before I knew this to be the case I spent hours, I suspect like many others, trying to find out what was wrong with my keywords, landing pages, ad texts, etc in order to find out what I must have done wrong.

I was up until 05h30 in the morning researching and sweating!

Then at 05h31 I found this forum and found out it was all a big bug. This of course is after deleting loads of keywords and reworking my campaign for no reason whatsoever

Today it is pretty much back to normal. Keywords magically coming back to life by themselves 

Still no official comment from Google, no email or even better maybe a message in the campaign console page explaining that they are experiencing technical difficulties. Nothing , .Nada, Nowt!

As suggested above maybe they just can't admit when things go wrong because of lawyers. - Shame really.

TheTraveler




msg:3255710
 8:48 pm on Feb 17, 2007 (gmt 0)

This of course is after deleting loads of keywords and reworking my campaign for no reason whatsoever

Possible motivation behind a small glitch?

mmm.....

Apologise? ha

You've been watching too much reality TV with fantasy commercials, I think it has affected you mind.

netchicken1




msg:3255822
 1:57 am on Feb 18, 2007 (gmt 0)

Is this futzing with adwords the reason why today I have an ecpm of twice my usual level?

If so I'm all for screw ups!

chief72




msg:3255952
 8:29 am on Feb 18, 2007 (gmt 0)

This of course is after deleting loads of keywords and reworking my campaign for no reason whatsoever

This is the worst part of these changes when they occur, people hit the panic button - which is perfectly understandable btw - and make a load of changes to their campaigns, which only serves to make the whole market more volatile, more competitive and often less profitable - well for all but Google. Personally I grab the golf clubs or head down the pub, chill for a bit, wait to the dust settles, then survey the damage.

I realise not everyone has the luxury of this approach, but for my part I believe I would generally be a lot deeper in the s#@t if I approached it any other way.

franglais




msg:3255973
 10:17 am on Feb 18, 2007 (gmt 0)

Chief 72,

Your right. Spot on. I will adopt this technique next time!.

Cheers

limoshawn




msg:3258244
 10:26 pm on Feb 20, 2007 (gmt 0)

(From Adwords Blog) Last Friday, during a routine infrastructure update, we experienced a technical issue that significantly increased the minimum bids for some keywords... We sincerely apologize for any disruption that it may have caused to your traffic.

This is one of those times when Google has surprised me in a good way, very nice Google.

Shak




msg:3258313
 11:48 pm on Feb 20, 2007 (gmt 0)

[adwords.blogspot.com...]

exmoorbeast




msg:3258324
 12:01 am on Feb 21, 2007 (gmt 0)

Thanks Shak et al.. You are good guys. To all the moaners...sorry I didn't join your moans enough!

justageek




msg:3258327
 12:10 am on Feb 21, 2007 (gmt 0)

Unreal. I'm a 'C' level manager and after I finished weeding out the folks in QA that screwed up and then the software folks who screwed up I'd resign in shame for letting such a thing happen.

JAG

TheTraveler




msg:3258431
 1:50 am on Feb 21, 2007 (gmt 0)

Wow, they fessed-up and said they made a mistake!

I am totally blown away!

I don't like having a business partner that can't admit there was an error.

I think that gained them enormous credibility!

franglais




msg:3259526
 11:01 pm on Feb 21, 2007 (gmt 0)


All credit to Google for admitting to the mistake. This will have been a tough decision I imagine, but I believe the correct one. Well done.

One minor moan (I have to it's in my nature), this Info/apology would have been better in the adwords management console and on the day or day after the issue arose.

I am not sure how many people look at, or even know about the google insiders blog.

Still all credit to Google. I still think it's amazing they can get this think to work at all! It so complicated it's unreal.

europeforvisitors




msg:3259536
 11:11 pm on Feb 21, 2007 (gmt 0)

I'm a 'C' level manager and after I finished weeding out the folks in QA that screwed up and then the software folks who screwed up I'd resign in shame for letting such a thing happen.

Sure, and then the problem would happen all over again because the people who'd learned from the experience would be replaced by your newbies.

poster_boy




msg:3259544
 11:20 pm on Feb 21, 2007 (gmt 0)

One minor moan (I have to it's in my nature), this Info/apology would have been better in the adwords management console and on the day or day after the issue arose.

I am not sure how many people look at, or even know about the google insiders blog.

I agree with this statement. I'd also apply it to 'new feature roll-outs' or 'known bugs' - it would be nice to see such updates within the interface on the applicable screens.

inbound




msg:3259549
 11:27 pm on Feb 21, 2007 (gmt 0)

As for where the apology goes:

I'd rather get the apology through the blog than not at all. I guess that Google decided against the much more public apology that slapping it directly in all accounts would have amounted to.

I think getting approval to put it in the blog contributed to the delay. The hoops that such an apology would need to get through would probably have slowed the apology down even further.

cabbagehead




msg:3259672
 2:00 am on Feb 22, 2007 (gmt 0)

So where are we at with all of this? Any fixes on the horizon? My MER (cost per conversion) is off 400% since the weekend. And I don't see any indication of "quality" feedback on any of my ads, so if I'm supposed to fix something, I see no sign of what that might be.

PS - I think Google owes us all a refund for waisted money. I certainly never agreed to this price per conversion. And that's not to mention the value of my time researching now how to work around their new 'feature'.

justageek




msg:3259681
 2:11 am on Feb 22, 2007 (gmt 0)

Sure, and then the problem would happen all over again because the people who'd learned from the experience would be replaced by your newbies.

Nah. I'm strick about doing proper close outs of projects and the last doc is always a 'lessons learned' one in writing :-)

Lesson learned # 1: Test, test and then test again. If money is involved...well...test, test and yes - test again. Then create the lessons learned doc and don't just file in drawer somewhere never to be read again.

Google has more money and brain power in their warchest than a lot of companies so there is simply no excuse for this. Google cannot afford to act like kids anymore when they really only have one product that matters to take care of and that so many people rely on it to conduct business.

JAG

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