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Example: An original account (sept 2005) with the Beta in Singapore needs converting to English-US. This problem has been worked on since 5/9 and this is even after one of the AdCenter staff took ownership and tried to get results -- still being "worked" on.
Example: A new account with all the work done for defining a campaign and defining keywords.. after two days in "pending", a response appears across the board on all keywords "Website contains forbidden content - Content guidelines". The content guidelines have no comment about the specific message or why it's being generated. I was quite offended by the message. As it turns out, we sell nutritional supplements and vitamins and that's just too close to "drugs" for an automated process to accept. So, rather than manually reviewing their "rejects", it's up to the user to figure out what to do and that can only be done by calling for support. You are told to fill out an appeals template and send it back to adCenter support (no email given in instructions, so another phone call to find out where to send the template). Then, when it does get sent back (via reply) in a timely manner (within an hour or 2), and having been told the problem should be cleared in 24 hours, you find out the next day that nobody has even read your email after 24 hours!
I could give more examples, but the basic problem I see is that too much of a burden is being placed on the user and their internal processes are much too inefficient. Just the second example alone could have been totally eliminated by adCenter support doing a review of the site rejects which were "automated rejects". The user would not have been impacted by having to complete an appeals template and multiple calls and multiple phone sessions with customer support all could have been avoided.
Another observation: The adCenter support cannot talk to editorial or technical staff. I was told that their (adCenter support staff) only communication is by email; no direct phone communication is allowed. This gives me the feeling that there is no individual accountability for problem resolution. This approach would be fine for a mature product or service, but as it stands now, the customer is told something is being worked on and you have no confidence that anything is being done.
If I had to rate adCenter support on a scale from 1-10 with 10 being best, I would be generous at giving them a 2.
Am I alone in this, or has anyone else had similar issues?
1. I'm sick of doing MSN's QA work. If they want to pay me for every bug I find with their AdCenter that's another story - but we know that's not going to happen.
2. When I actually do try and report bugs/problems I have to actually talk to people at MSN. Anytime I've called in, anything I had to say went right over the customer support rep's head. I don't have time to train them on their tools - or listen to their ridiculous suggestions on how to remedy problems.
3. The AdCenter product should NOT be live. Until it's actually marginally usable - it's not worth the hassle.
4. Ads still taking up to 3 hours to go live after unpausing.
5. I'll stop here.
And when you ask for a supervisor, they say the supervisor is "non-technical" and they understand even less!
But yeah...Support is horrible...I still have a ticket from a month ago that hasn't been resolved. And everytime I call I spend 30 minutes repeating the situation to a clueless rep, and then I get a supervisor who says she will resolve ASAP...And still nothing.
I got one of those customer support feedback emails...And basically gave support a failing grade for the many times I have had to call them. I hope someone at MSN is paying attention...
Anytime I've called in, anything I had to say went right over the customer support rep's head. I don't have time to train them on their tools - or listen to their ridiculous suggestions on how to remedy problems.
Overall it has been a terrible experience. 1 outta 10.
"But yeah...Support is horrible...I still have a ticket from a month ago that hasn't been resolved."
metakomm, are you the same pro who posted that you couldn't figure out why you were paying $4.98/click when your base bid was $5.00? I remember reading that and thinking... There is always a work around. For instance, if you use the tool that gives you the amount needed to reach first place for your keywords, and then lower your bid by a few cents, competitor = full price eh?
.... Anyways, how well do you know the product?