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Loss Of Adwords Support Team
Thrown back to standard service
cline




msg:4047250
 10:17 pm on Dec 21, 2009 (gmt 0)

My agency has had a dedicated Adwords support team since about 2004. I just got notified that we're losing dedicated support. The reason is that even though we're managing ever-increasing spend levels from our existing clients, we're too busy with our existing clients to accept new clients. Adwords only wants to give dedicated support to agencies bringing in new clients and who need help with strategy. We only have technical issues.

Anybody else lose support because of failure to churn clients and staff?

 

300m




msg:4047262
 10:31 pm on Dec 21, 2009 (gmt 0)

I have not lost it, but could care less if I did. More and more I am coming to realize that the "dedicated support team" is nothing more than a sales vehicle for Google to communicate more ways to spend money and increase their revenue.

I live in the south east and Google flew down here a couple of years ago for what i thought would be a good open one on one discussion for our company to reduce frivolus cost and increase spending towards things that would increase our ROI, but it just turned out to be 90% sales pitches and 10% support. That support was also designed in a way to increase spending.

Granted I am in-house and not an agency, but I think when you get to a point of having your own team assigned to you, they should at least be more helpful with the support side of things when they are pushing for you to spend more money.

mortgagemax




msg:4047266
 10:37 pm on Dec 21, 2009 (gmt 0)

Don't mean to scare you but we lost our a month or so before we were banned. We were spending well over 100k per month.

copemedia




msg:4047287
 11:10 pm on Dec 21, 2009 (gmt 0)

@mortgagemax: same story for 2 other majors (50k+/month) I know. So now that's 3 people spending huge money that had their reps lost just before a ban.

vetofunk




msg:4048582
 8:42 pm on Dec 23, 2009 (gmt 0)

Same here...we are an agency, we have had an agency team for about 5 years, then right before one of our accounts was banned, they told us no more team, cut down to just one rep, who is pretty not existent now that we have had one of our accounts banned...no more contact, no more phone calls, no more emails...no more proactive-ness that we were used to with Google.

cline




msg:4065365
 12:12 am on Jan 22, 2010 (gmt 0)

Our clients are all the type Google desires. No risk of a ban.

300m's experience is what I've seen. In the beginning the reps were about service. Since then they mostly just wanted to sell.

trinorthlighting




msg:4071624
 11:02 pm on Jan 31, 2010 (gmt 0)

Since Google is making more money now, it is possible the minimum requirements for having a rep changed a bit.

Fishing4Horses




msg:4072028
 5:12 pm on Feb 1, 2010 (gmt 0)

More and more I am coming to realize that the "dedicated support team" is nothing more than a sales vehicle for Google to communicate more ways to spend money and increase their revenue.

300m: LOL. Last week after waiting 48 hours for a reply to a serious issue we had, our India-based account rep inserted into her reply a suggestion that we reactivate a slew of under-performing keywords. There is always a sales element to their correspondence, always something where you say to yourself, 'That's the stupidest thing I've heard all day.'

smallcompany




msg:4072194
 8:15 pm on Feb 1, 2010 (gmt 0)

I lost the team 2 and half years ago. Last year I was contacted by someone about getting support if I bring new clients.
But I just run an affiliate based business...

Tully, I rarely need support these days. I'm pretty sure that was Google's goal, with all the latest suggestion tools, reporting, etc.

300m




msg:4072328
 11:07 pm on Feb 1, 2010 (gmt 0)

I can offer an update to this... We are now going on our 4th team since we have been using adwords...Thats been since adwords came out. They want to talk to us and its funny because I have no desire to talk to them right now. Especially since we started to see an increase in ROI and a flatline in ad spend for the first time in a long time.

Fishing4Horses, I feel for you on that, if i had to wait 48 hours for a response and it was something weak, I would not be a happy camper especially when I have to report back to the powers that be...

eWhisper




msg:4073450
 1:17 pm on Feb 3, 2010 (gmt 0)

I'm hearing more and more stories related to losing reps. This seems like a pretty common story right now.

While many people don't need reps on a regular basis, having one can cut support time down significantly; and that includes for Google CSRs as well as they keep having to do the same research to fix a problem that other reps did.

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