| 11:18 am on Feb 23, 2007 (gmt 0)|
Thanks for bringing this to our attention.
This is a known issue and our support team are working on analysing the root cause and providing a solution.
We'll post back when we have more news.
Thanks for your patience.
| 11:35 am on Feb 23, 2007 (gmt 0)|
i had the same problem starting from yesterday 22 feb 2007. on some hours the clicks were charged enormously.
I have a bid. of $0.30 and i was charged on a click for $16. Can u imagine that.......
and it happened on diffrent keywords on different campaigns. I am waiting to give them a call and ask for a refund .
This is ridiculous they overcharged over 500 times my BID ammount.
I do not know what to do . I paused some cmapaigns i deleted some keywords......
THIS IS OUTRAGEOUS.... IF WHEN I CALL THE SUPPORT AND THEY WILL TAKE ME WITH A NICE SPEAK I WILL TOTALLY CLOSE THE ACCOUNTS AND ASK FOR REFUND ON VISA........
| 12:22 pm on Feb 23, 2007 (gmt 0)|
Holy crap! They charged me $5.10/click on something that is clearly set at $0.44/click!
Looking through other campaigns, it seems that this happened in multiple places.
My daily spend increased almost 10-fold from $140 to over $1350 yesterday!
The last time this happened, it took 18-20 phone calls over a 40-day period to get our money refunded.
| 1:16 pm on Feb 23, 2007 (gmt 0)|
we have it too... average daily spending was around $20, now $150
yesterday.. the TOPPER was one ad with 2 clicks, at $ 27 average!
(While the maxbid is 40 cent or so)..
I hope they fix this soon! It's getting weekend and we also don't
know what to do.. pause the campaigns? try contact support?
MSN should put some warning about it that they WILL fix it, that would
| 1:18 pm on Feb 23, 2007 (gmt 0)|
Do you agree that when there are known issues like this that a notice should be put on the front page of the Adcenter interface? Are these costs actually be charged? or are the reports just misrepresenting them?
| 1:23 pm on Feb 23, 2007 (gmt 0)|
Well at lest I'm not the only one. I have the same problem.
| 1:35 pm on Feb 23, 2007 (gmt 0)|
[edited by: jim2003 at 1:53 pm (utc) on Feb. 23, 2007]
| 1:38 pm on Feb 23, 2007 (gmt 0)|
ooohh... and we are NOT using adcenter.EU.. just adcenter USA..
so its not restricted to EU..
| 1:41 pm on Feb 23, 2007 (gmt 0)|
Yet on Contact Support
it happily mentions:
* There are no current Microsoft adCenter alerts
| 1:56 pm on Feb 23, 2007 (gmt 0)|
The adCenter team are addressing this issue with the highest priority.
When they have isolated the cause and started to implement a fix we will alert you as to what is being done and subsequent actions regarding reporting/charges etc
We appreciate your patience while we try and bring this to a speedy resolution.
| 2:12 pm on Feb 23, 2007 (gmt 0)|
At one point yesterday I was charged $131.87 per click for 6 clicks in an order where my max bid is 82 cents per click.
In another order I was charged $47.50 for 1 click in an order which the max bid is 55 cents.
Multiple other examples of over $10 a click charges for words where bids are in the pennies.
It definitely appears that in addition to the reports being wrong, that yesterdays wild charges were invoiced and billed. Big ouch.
One fix I suggest is that any invoices generated and billed since the problem began (which appears to be local hour 10 yesterday for my account) be immediately refunded, with new invoices generated after resolution is reached. Just my 2 cents (or maybe its my 3,216 cents, I don't know at this point)
[edited by: jim2003 at 2:16 pm (utc) on Feb. 23, 2007]
| 2:16 pm on Feb 23, 2007 (gmt 0)|
Thanks for replying everyone - glad to see it's not just me!
| 2:29 pm on Feb 23, 2007 (gmt 0)|
same problem here (US).
my avg cpc is ~8x my max bid.
glad to see they're on it already.
i saw the problem this morning, immediately informed my clients where I manage their MSN accounts - always best to hear from your consultant fast than to hear about it and wonder if your consultant's at the beach. but they asked me about one particular click that registered a $10.97 cpc (we bid under a dollar) and asked me if i thought we should continue doing business with msn altogether... these kinds of errors should be caught much faster and by an internal team of trend watchdogs database programmer types... the costs to msn of mistakes like this are much larger than can be measured, in my opinion.
| 2:49 pm on Feb 23, 2007 (gmt 0)|
i was charged about $1200 for approx 250 clicks just yesterday and the base bid is just at the minimum... this is just from one ad group too.
been trying to call them and get through on the phone since they opened but to no surprise nobody is there to pick up.
hope they issue some credits asap :)
| 2:51 pm on Feb 23, 2007 (gmt 0)|
I was charged $581 dollars for 4 clicks, maxCpc set to .19 cents....
Geeze, what I big f*up.
| 2:54 pm on Feb 23, 2007 (gmt 0)|
MSN phone support suggested first to pause all campaigns.
They informed me that there is zero doubt that these crazy charges were billed yesterday, and will be continue to be billed today. They added that the billing system is automated, and there is no way to stop billing. Now I know where HAL9000 works.
I was also told no one with authority to do anything more than take notes on my problem was in the office or available by phone.
They also indicated that my peak per click charge of $131.87 per click seemed to be current record holder for the morning, topping another customers charge of $75 per click.
CSR rep was super polite.
[edited by: jim2003 at 3:01 pm (utc) on Feb. 23, 2007]
| 2:55 pm on Feb 23, 2007 (gmt 0)|
Yep, nightmare here, overcharged thousands, 1 click alone charged at $900 per click, overcharged about $5k across the accounts.
This as it stands has severely hit my monthly profit and now I have a 6k pending charge in the billing tab which will probably cause my cc to bounce which then takes the account offline. Just looking at the account data makes my head spin.
| 3:08 pm on Feb 23, 2007 (gmt 0)|
i want to mention that for me it happened on the US adCenter not the UK one
| 3:15 pm on Feb 23, 2007 (gmt 0)|
did yuo managed to talk to CUSTOMER SUPPORT?
what did they say?
No one is answering to me...i am waiting for 10 mins now on the phone :(
| 3:22 pm on Feb 23, 2007 (gmt 0)|
What MSN SHOULD have done, or can still do,
is temporarily switch off all billing, that MUST be possible else
there tech dept. is a bunch of clowns not good enough to deliver
newspapers.. then when all the #*$! is sorted out and corrected,
they can start billing..
THAT way they take the inconveniences caused by THEIR failing,
instead of causing their customers a WHOLE lot of trouble here! MAN
this msn crap could take out some ppl;'s other campaigns at other
SEs as well, stop hosting accounts etc! MSN is taking BIG risks
here, I am sure they are liable for this!
They'd better do this still, AND return all recent payments..
cause... if ppl suffer financial losses because of this... MSN will
get lots of lawsuits against them..
[edited by: Drreggae at 3:23 pm (utc) on Feb. 23, 2007]
| 3:27 pm on Feb 23, 2007 (gmt 0)|
I am in the same boat here.. overcharged roughly $900 in the US. Phone support will not even answer. They must be swamped with calls. I paused my ads in absence of any word with support. This is a shame, so now I am burdened with losing out on todays sales in addition to being burdened with the eroneous charge.
Dear MS - Make sure the adjustment hits my account back ASAP!
[edited by: mikey158 at 3:57 pm (utc) on Feb. 23, 2007]
| 3:53 pm on Feb 23, 2007 (gmt 0)|
i talked finally to MSN support after waiting for 30 mins on hold.
the representative told me that it is a known issue and she recommended to pause all the campaigns so that i will not be overcharged.
She did not know a resultion time and she said she will contact me when they have a resolution.
She told me that this happens because there is a glitch in their system (really ... lol ) and that they are working on it ( did not find anyting until this moment )
That is all i could get from her
| 4:04 pm on Feb 23, 2007 (gmt 0)|
Has anyone who has gotten through to a rep asked if we will be refunded the difference of the amount charged and the amount we *should* have been charged and an approximate time frame for seeing the refunds?
| 4:05 pm on Feb 23, 2007 (gmt 0)|
she told me that i will be refunded the difference between the max bid and the actual cost it was.
no time resolution
| 4:09 pm on Feb 23, 2007 (gmt 0)|
"she told me that i will be refunded the difference between the max bid and the actual cost it was.
no time resolution
even this is wrong ... to default to the MAX!
| 4:09 pm on Feb 23, 2007 (gmt 0)|
what a mess, i paused all my campaigns.
| 4:12 pm on Feb 23, 2007 (gmt 0)|
So all bids will be charged that max rate, not the normal cost per click associated with ad?
That would be absurd.
AdcenterEU, Adcenter411 it would be helpful if you guys could post hourly or more often even if its too tell us nothing is new. I would prefer not to have my campaigns paused indefinitely.
By the way as of now my campaigns, which I paused approximately 2 hours ago, continue to run.
Color me frustrated.
Edited to add:
Just spoke with customer support again. They want people to understand that it is only a little after 8:00 in the morning and that they have only had a few minutes to deal with the problem. It would solve a lot of issues if that pesky internet thing was only open from 8 to 5 PST
[edited by: jim2003 at 4:23 pm (utc) on Feb. 23, 2007]
| 4:23 pm on Feb 23, 2007 (gmt 0)|
takes around 3 hrs to get the campaigs down
| 4:23 pm on Feb 23, 2007 (gmt 0)|
They should of course correct it back to the AVERAGE cost per click each ad historically had.. but it was just one representative speaking
I can't believe they take the risk of being liable for sales losses,
other campaigns being halted, hosting packages benig suspended, domain
names being lost, and even companies (sure, on the edge already) falling
down... by stupidly overcharging their customers' credit cards.. when
they KNOW they have a very serious issue! Not only the liability but
also the name damage when this hits the newspapers... sure they new at
this game.. but can they be that stupid?
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