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Pause adgroup but ads still running
3 days going now
heyday




msg:3259033
 5:05 pm on Feb 21, 2007 (gmt 0)

Ok this is driving me crazy....

I've paused several adgroups......3 days later they are still getting traffic on the content network.

Do you have to pause the keywords individualy as well?

I guess paused doesn't really mean paused.

heyday

 

poster_boy




msg:3259121
 5:57 pm on Feb 21, 2007 (gmt 0)

You are not alone.

[webmasterworld.com...]

AdWordsAdvisor




msg:3259159
 6:25 pm on Feb 21, 2007 (gmt 0)

I've paused several adgroups......3 days later they are still getting traffic on the content network.

Hmmm. Just curious if you've contacted AdWords support about this, heydey? If not, I hope you will.

I had understood this issue to be resolved as of several days ago - and if you have an 'active' case still working I'm sure they'd like to look into it.

AWA

cabbagehead




msg:3265080
 7:36 am on Feb 27, 2007 (gmt 0)

I just noticed this isue for the first time today. I wrote an email to customer suppoer as suggested.

kdobson99




msg:3265410
 2:58 pm on Feb 27, 2007 (gmt 0)

I started a thread about the exact same thing a couple of days ago. As usual, support email hasn't been answered. Just trying to stick with email for awhile to see if I ever get a resolution that way before calling. It kept running for two days after I paused the adgroup, even though the following day I paused the entire campaign, and adjusted my max cpm to the minimum.

Even then it kept charging me my previous cpm. Really don't think this is fair at all, and an "I'm sorry, it's a technical issue" isn't going to make me happy. I mean, if I was in the business of making male prophylactics, and my manufacturing device regularly had a problem where it occasionally put holes in my product... I don't think an "I'm sorry, its a technical problem, we are aware of it and are working on a resolution" would hold much weight with my customers. Don't really see why we set our expectations lower and accept these problems for technical products like adwords, when we wouldn't for any other product.

Regardless, as I previously posted, I'm done with adwords for awhile b/c of all of the recent issues in the quality score stuff. This was a small campaign in my personal account and even then, I couldn't prevent one last money grab.

benevolent001




msg:3265416
 3:00 pm on Feb 27, 2007 (gmt 0)

hehehe same happened with me , i was just driving crazy that from where this traffic was coming , i was happy Google is too happy and now my SE rankings have improved , just then my imagination was shattered when i checked from where they were coming and my Google adwords bill

offcourse all ads were paused , Google too crazy to work

heyday




msg:3265463
 3:23 pm on Feb 27, 2007 (gmt 0)

Ya we called support and they called us back and said it it s a known issue and is beeing worked on. They also said that we will be credited for clicks received after an adgroup has been paused.

I noticed it does the same when you delete it. It takes 3 days for the traffic to "shut off" after you have paused or deleted an ad.

The last 5 days this has cost me $500.

It will be interesting to see if this credit is given "system wide" automaticaly or if you have to contact support and ask for it.

If this is happening to everyone.....thats going to be a lot of refunds.....

I guess you can look at it the other way......you get a refund....plus you got some free traffic.

For now I'm going to keep record of the date and time I pause my ads.

heyday

AdWordsAdvisor




msg:3265491
 3:49 pm on Feb 27, 2007 (gmt 0)

Ya we called support and they called us back and said it it s a known issue and is beeing worked on.

Confirmed - and my apology for the confusion and inconvenience.

It will be interesting to see if this credit is given "system wide" automatically or if you have to contact support and ask for it.

Although I have not yet asked the tech folks in regards to this particular issue, typically such credits are given automatically.

I guess you can look at it the other way......you get a refund....plus you got some free traffic.

Not a bad way to look at it, heyday. ;)

For now I'm going to keep record of the date and time I pause my ads.

You can reference your 'change history' for this info.

And, again, my apology to those of you who are experiencing this.

AWA

benevolent001




msg:3266332
 5:25 am on Feb 28, 2007 (gmt 0)

oops still getting impressions , this is getting me awake

Green_Grass




msg:3266665
 2:44 pm on Feb 28, 2007 (gmt 0)

I reduced the budget allocated on the ad group and that seemed to stop the impressions.

The pause function is haywire..

Lost a bit of money before trying the above.

Lyn99




msg:3266673
 2:54 pm on Feb 28, 2007 (gmt 0)

I've had this happen to me with Google, and they gave me a fair refund, even though it took a while to get it resolved.

I had it happen once with Microsoft adCenter, and they did NOT give me a fair refund.

newyorker




msg:3266986
 7:31 pm on Feb 28, 2007 (gmt 0)

This has cost me about $1500 over the last week or so. I am new to Adwords and really just experimenting with the system. I am a small business and I never had any intention of spending anything close to that amount on advertising with Google.

After contacting Adwords customer support I was told repeatedly that while this is a known technical issue and it was a system fault that caused the clicks, Google will be issuing Adwords credit and under no circumstances will they refund the charges to my credit card.

This is tantamount to theft.

I am very upset, I cannot afford to payout $1500 for advertising I did not request.

I do not know what to do ...

pdivi




msg:3266998
 7:36 pm on Feb 28, 2007 (gmt 0)

no circumstances will they refund the charges to my credit card.

Chargeback?

Clark




msg:3267006
 7:40 pm on Feb 28, 2007 (gmt 0)

I have not been refunded. But it's about $5 bux over 6 months so I'm not going to bother writing tech support.

[edited by: Clark at 7:48 pm (utc) on Feb. 28, 2007]

kdobson99




msg:3267063
 8:21 pm on Feb 28, 2007 (gmt 0)

If they refuse to refund, treat them the same as you would treat any other site or business that did this. Chargeback, report to your attorney general, bbb, etc. Keep us informed, because if their solution to this is going to be to object to a refund and only issue you a credit... that is WRONG. If it's wrong for any other business to do... it's wrong for them too.

When the cash register at the store errors in favor of the store, the solution isn't an in-store credit... it's getting your own money back from them.

newyorker




msg:3267340
 3:05 am on Mar 1, 2007 (gmt 0)

Well I'm waiting to see what AdwordsAdviser has to add ..

Also, Google emailed me this morning to say that the technical issue had been resolved and then this evening my paused campaigns started racking up more clicks ..

kdobson99




msg:3267361
 3:40 am on Mar 1, 2007 (gmt 0)

I'm still waiting on a reply to my email from 3 days ago other than the auto-responder. I could call, but shouldn't have to. I guess I eventually will once I know their position on the refund vs. credit.

newyorker




msg:3268229
 8:43 pm on Mar 1, 2007 (gmt 0)

AdWordsAdviser - can you clarify things a little for us please?

newyorker




msg:3269502
 10:38 pm on Mar 2, 2007 (gmt 0)

Here is a quote from an email from Adwords Support that I received this morning regarding this issue:

<removed>

[edited by: jatar_k at 12:23 am (utc) on Mar. 3, 2007]
[edit reason] no email quotes as per TOS [/edit]

guyfromchicago




msg:3269529
 11:17 pm on Mar 2, 2007 (gmt 0)

Wow - I am still hoping that this is just an uninformed adwords rep and that G' will do the right thing and issue a refund if that's what the customer wants.

Doing anything else would be, well, evil.

kdobson99




msg:3269570
 12:04 am on Mar 3, 2007 (gmt 0)

Personally, I would hope that some of the users here a WebmasterWorld would pick up your story and blog about it, trying to get it attention from a higher level. It doesn't look like AWA here is responding to your pleas for information on this thread, so must be an issue above AWA since I think AWA has posted once or twice since your request without reply to you.

Actually, I think you should start a blog something like me-vs-google, and post your story. Then, I would contact the Attorney General, BBB, and continue to write to google and chronicle their replies. To most of us, their reply to you seems unreasonable and borderline thievery, although I have not reviewed adwords TOS regarding this, nor have you told us things like whether your daily budget was exceeded etc. Blog about your efforts to get your refund and all of the stupid things google is going to do to obstruct your efforts.

Then, I would sue them in small claims court and make a big production on your blog and use it as some linkbait as you take on mighty google. They will show up with at least 2 lawyers to handle this $1,500 claim, and you can do it alone with proper documentation in small claims court. It's a hassle, but don't give up because you have a chance here to go viral with this and ultimately make much more than your original $1,500 back while pointing out the idiocy that is this apparent google policy.

newyorker




msg:3269614
 1:31 am on Mar 3, 2007 (gmt 0)

Well I don't know too much about AdWordsAdviser but I think its pretty lowsy that he wouldn't even bother to respond. Maybe the best course of action is to organize all those affected by this issue and file a class action lawsuit ..

newyorker




msg:3269678
 3:03 am on Mar 3, 2007 (gmt 0)

ok my email quote above was edited by WebmasterWorld to comply with their TOS so here is a synopsis of what the email said:

They Thank me for my email. They apologize for any confusion.
They understand that I would like a refund for the amount of charges accrued due to a
technical issue, instead of a credit. At this time, they are unable to
provide a refund of the charges accrued. They will still automatically
credit my account for the additional advertising activity which my
campaign accrued after the campaign was paused.

I never thought Google was capable of this.. I guess you live and learn ..

btw - I hope that this synopsis is acceptable under the WebmasterWorld TOS, I don't mean to offend anyone by posting it ..

La_Valette




msg:3270645
 2:34 pm on Mar 4, 2007 (gmt 0)

Sunday March 4 and this issue doesn't seem resolved yet - I see at least two adgroups in my account which have been paused for over a day and accrued several clicks today anyway.

Furthermore, in one of them, the maximum click bid was set at x and I am getting charged 2x a click.

AWA, can you update us on progress on this issue please. I appreciate it.

Pengi




msg:3270648
 2:40 pm on Mar 4, 2007 (gmt 0)

It is against the TOS here to direct posts at Google employees.

Report this to AdWords support and keep responding to each e-mail from them until you receive a satisfactory response.

If you are concerned about spend and liabilities, it may be possible to set your budget for the campaign to zero. I have just noticed on my account charges that Google have discounted some campaigns for clicks that exceeded my daily budgets (despite the fact that none of my daily budgets were actually achieved).

La_Valette




msg:3270870
 7:14 pm on Mar 4, 2007 (gmt 0)

Oops sorry - I didn't know. :(

ravenm




msg:3275050
 11:08 am on Mar 8, 2007 (gmt 0)

To my shock I opened my credit card statement today to find the charge from Google for adwords

This was a shock because I had not advertised with google in over 12 months, probably more like 18 months. I paused my account, because I felt I was the victim of fraud.

Well, today, I was charged for advertising. Advertising which I never authorised. Somehow my account had been reactivated, and clicks had started to accrue. I am not talking a million dollars but not a few cents either. to a sole proprietor a few hundred dollars makes a difference.

I got a very swift response from Google when I complained, but the response was laughable. They said, you only cancelled the account today, what are you complaining about.

Of course I cancelled the account today, did they think I was going to leave it running?

It did not occur to them to look at the last 18 months and just see how many charges they had sent me, which was Nil.

So if you have a Google account that you have placed on hold, make sure that they haven't reactivated it.

If this is some sort of programming error from supposedly the kings of programming. Then what else can you trust them with. I read a report, where Google claims they only had a 0.02% fraud rate. Can you believe that!

After today, I cannot believe anything Google says!

Even if I was so stupid as to leave the account active and ads running then how can they explain not sending me a single bill in the last 18 months.

And I know I'm not that stupid.

If you know anybody that has a Google account. That may be deactivated and therefore they are not expecting bills. Tell them to check that account, because they might be surprised to find it's been reactivated.

ravenm




msg:3277182
 1:13 am on Mar 10, 2007 (gmt 0)

here are some facts straight from googles own statistics

it clearly show something happened in january
They claimed I re-enabled the account in august (I was interstate attending to my dying mother around that time)

So what happened in january?
and I found out they owed me money, now they claim I owe them?

I originally stopped the account because I went from a 40% return on investment to nil. I was convinced and still am that I was the subject of either click fraud or deliberate click manipulation by competitors.

[edited by: eWhisper at 4:11 pm (utc) on Mar. 10, 2007]

newyorker




msg:3286852
 2:09 am on Mar 20, 2007 (gmt 0)

Well still nothing back from Google on this - the account has not received even the credits they promised. There is a balance of $250 left on the account that wasn't charged for from when the issues occurred and it looks like they are going to charge my credit card for that too when the end of the month comes along.

Any email I send just gets the same useless generic response back. I have contacted my credit card people regarding this but dispute resolution typically takes 6 - 8 weeks so in the mean time I don't even know how much they are going to credit me if anything and the best answer they will give me is check your history and add up all the amounts you see that were billed while your campaigns were charged and that is how much we are going to refund you - this is crazy (and very reassuring ... ) :/

newyorker




msg:3301614
 1:00 am on Apr 4, 2007 (gmt 0)

OK So here is the latest update:

The charge was originally split over two cards - my Amex was charged $418.65 and my Visa was charged twice for a total of $1091.57. This brought the total amount to about $1510 and there is an additional $250 from that period outstanding on my Adwords ac.

I contested the charge with both companies. I am glad to say the Amex case did result in a charge-back of the full amount of $418.65. I am still awaiting a decision for the Visa.

Here is the bad bit though: Google have added the $418.65 that was charged back to the outstanding balance in my Adwords account! So either they will charge my card again or in the case that the Visa dispute does not result in a chargeback, the amount I got back from Amex will be deducted immediately from the credits that Google will supposedly issue! (although I still have not seen any of these credits!)

How low can these people go?

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