wheel - 8:25 pm on Dec 20, 2010 (gmt 0)
So I'm running an adwords campaign, trying to claw my way to a dominant position. Willing to take the time and spend the cash to get there.
As part of that process I had a third party expert review my account and they basically said, cancel and start fresh. So I did.
Google then dangles an enhanced 'Energizer' level review of my campaign by phone. So sure enough, I call.
Their response? They won't provide the service to me because it's a different account. yes, the same website. Same product. Same name, ads, address, credit card. Same everything except login. therefore they are not able to provide the service to me.
Why not I ask?
Because they have limited resources and can't offer this to all the accounts.
So what's the difference in resources used if you're answering questions using my old login or my new login? None that I can see. There's no difference in resources being used.
That was the stock answer given, and it was clear it was a stock answer. I can only push the staff so far, they're not completely at fault here. I asked them if what I was saying made sense, all they can say is 'they appreciate my frustration but do to limited resources we cannot offer this service to all accounts'. etc. (i.e., they don't have an answer).
So I ask them to relay my specific objections and concerns to management. I'd like someone with some authority to say 'well, that's stupid', to review what happened. Response? they'll notify 'members of the team'. #*$!? They're going to have a cubicle member's conference? One thing that's exceptionally bad service is to completely ignore specific complaints like they don't mean anything, and only deal with generalities. that's about the exact opposite of what they should be doing.
So make me an offer, then revoke it because of a different login. I complain that's stupid, they give me a clearly nonsensical answer. I ask them to take it to manangement, they won't.
What do they do? Put me through to an automated phone survey that offers to record my verbal comments - AND THEN CUTS ME OFF HALFWAY THROUGH!