| 3:13 am on Aug 8, 2006 (gmt 0)|
Well crap, the system just ate the rest of my post.
Basically, I have written approval (which Adcenter has IN HAND) to use a company's trademarked terms in my ads yet SOME ads continue to get rejected and some get approved. This needs to be corrected. I'm wasting my time making phone calls and waiting for ANOTHER review when it the ads should have been approved in the first place.
| 8:41 pm on Aug 12, 2006 (gmt 0)|
I just got 19 rejections that I'm having to appeal even though I have WRITTEN PERMISSION on file with Adcenter to use the trademarked term in my ad. This is in addition to the 3 appeals I filed yesterday and the 14 I filed the day before. Why is this so hard? Why ask for written permission if you're not going to look at it?
This is costing me money every day that I have to wait for these reviews. It is absolutely ridiculous and I'm about at my wit's end. The one reply I've gotten about my appeals (I can't tell which appeal they're referring to) tells me they'll be reviewed within 5 business days. Why do I have to wait so long for them to fix their mistake?
I've made calls to support. They just tell me it has to be appealed. There has to be a better way.
| 9:01 pm on Aug 12, 2006 (gmt 0)|
Now I'm discovering I haven't received emails for all the rejections so I'm having to wade through every order to see if there are rejected ads.
| 10:19 pm on Aug 18, 2006 (gmt 0)|
Thanks for posting about this issue - adCenter support has looked into your case, and they'll be contacting you directly to sort out these rejections so it doesn't happen again. I'm sorry about this inconvenience.
| 2:01 am on Aug 20, 2006 (gmt 0)|
Thanks AC411, I've received a phone call and they're working on the issue. I appreciate you bringing this to the attention of the proper people and getting the ball rolling.
| 4:51 pm on Aug 23, 2006 (gmt 0)|
Well, it's Wednesday and my new ads are still getting rejected and the old ads are still stuck. I don't understand why this takes so long. The information the adCenter rep requested was emailed and faxed on FRIDAY.
| 5:36 pm on Aug 23, 2006 (gmt 0)|
Ok--so here's the deal. After being told "they're working on it" I was persistent and told the rep I wanted to make sure there was no additional holdup and to get the status of the appeals.
Of course, there WAS an issue. The email attachment I sent that had my approval for use of this company's trademark was not ok because it wasn't on the company's letterhead. I sent this by email at the adCenter rep's request after being assured a soft copy was fine and there was no need for a fax copy. I also had the company rep send a fax copy as well because I figured there would be a problem with the soft copy.
There was no mention of letterhead anywhere in the conversation. If there was an issue with it not being on letterhead, why wasn't I emailed or telephoned again when it was discovered? Why did they request a soft copy in the first place? Why did they request that I email it and not the trademark holder? The adCenter rep assured me that my copy of the document sent by the trademark holder was acceptable.
The rep on this call was very nice and understanding. I can't fault the reps because they're just doing what they're told. There needs to be an escalation process so a user with issues out of the norm can talk to someone that can solve the problem. There's too much going back and forth with this supervisor and that supervisor. The process is NOT WORKING.
| 7:17 pm on Aug 23, 2006 (gmt 0)|
Ok--so now they have my fax and they're telling me it could be ANOTHER 7-10 days to review the fax and contact the company that is granting me the use of their trademarks. #*$!? If they were going to contact the company anyway, why not do all of it all at once? Why not tell the company they need it on letterhead AND get their confirmation that it is them granting the permission at the same time. Doesn't anyone there have any common sense?
I'm losing money, my merchant is losing money AND adCenter is losing money because of this ridiculous circle-jerk. I can't think of a nicer way to put it, but I can think of a lot worse ways to say it.
| 7:50 pm on Aug 23, 2006 (gmt 0)|
I'm going through a similar ordeal. At this point, it is not worth the time it takes to rectify the problem to keep advertising with them. Unbelievable. Absolutely unbelievable. It's not worth my time to fix the problem.
| 8:10 pm on Aug 23, 2006 (gmt 0)|
I've been weighing whether or not it's worth my time. I'm on the fence right now.
| 1:38 am on Aug 24, 2006 (gmt 0)|
It is unbelieveable you have to manually check the status of each keyword to see if it has been rejected. I am crossing my fingers that this whole process gets overhauled in the not too distant future. As you say it currently doesn't work.
| 3:38 am on Aug 30, 2006 (gmt 0)|
I've been trying to get up and going for a month now. Ad rejection is a major issue. I've had ads that had been approved for weeks, then I submit an additional ad to the order, and hey presto, the original and the new ad is rejected.
How can an approved running ad suddenly be rejected. Wording is basically the same as in other approved ads in other orders. I find it virtually impossible to build a click through history for an ad.
It appears to be a total fiasco. Too much time spent for too little traffic.
| 3:43 am on Aug 30, 2006 (gmt 0)|
I don't even bother to look at which keywords were rejected or why. Still trying to figure out why they can't include this info in the rejection email. Should be easy enough to program this info.
| 4:07 am on Aug 31, 2006 (gmt 0)|
Well, it looks like MSN finally got the approvals done on my rejected ads. It took a lot of persistence on my part, my merchant's and AdCenter411's.
If you're having an issue with adCenter, don't give up. Be a squeaky wheel. That's the only way this product will be improved.
| 11:22 pm on Aug 31, 2006 (gmt 0)|
I just got a call from someone at adCenter to let me know the issue was corrected. I had received a couple of rejections today and he offered to submit the appeals for me and get those corrected ASAP since "I have already been through so much."
Thank you Microsoft adCenter for doing this. It's a step in the right direction, and I hope this type of customer service continues.
I did let AC411 know this morning that I had not received a phone call as previously promised. I think this kind of feedback helps them identify problems that need to be addressed.
I'm a more satisfied customer today than I was a week ago. I'm still not a "happy" customer (as in very happy with the total adCenter product and experience), but I am happy with the progress and the performance of individual employees, especially AC411.