particleman - 11:40 pm on Aug 8, 2012 (gmt 0)
I have talked with them 3 times now since they started calling customers. They are really helpful. One of them explained they get rewarded based on how many features they show you. They will push for you to make changes while they are on the phone. They also keep really good notes of conversations and changes made to your account with them.
Overall I would consider myself an advanced adwords user and I still learned some helpful things on the phone with them. In all likelyhood they know more than you about adwords. They don't however know your business so remember that. Be critical of what they are asking you to change but also keep an open mind to new features. Conversion data in your account is really critical I think to make any changes trackable, if you don't have that working already you need to!