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Does help@google.com ever reply when you send them information?

Site was recently banned from google, and I was wondering if they ever...

   
2:50 am on Jan 7, 2003 (gmt 0)

10+ Year Member




Does help@google.com every respond to the emails you send them?
3:43 am on Jan 7, 2003 (gmt 0)

WebmasterWorld Senior Member rfgdxm1 is a WebmasterWorld Top Contributor of All Time 10+ Year Member



Not in my experience. I think they just send them to the bit bucket. And, the issue had nothing to do with any bans. My main site just vanished from the Google one month, and I asked why. The site wasn't doing anything even slightly fishy. They never bothered to reply why. It came back the next month. My best guess at this point from the evidence is that my web server glitched and caused this. However, Google never bothered to send anything but an auto-ack.
9:06 am on Jan 7, 2003 (gmt 0)

10+ Year Member



i am waiting since last year.
9:12 am on Jan 7, 2003 (gmt 0)

10+ Year Member



Join a club with a very large membership.
9:24 am on Jan 7, 2003 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



Now, believe this or not, yes! I know, I've e-mailed many times before too - but I reckon something is possibly happening at the 'plex over the support e-mails. Someone on this forum (cannot remember the thread) mentioned they had e-mailed help@google.com and just got a reply - so, bullied by that quick response, I tried again.

Well, call me Mac Mc Daft but those blighter's replied within 24 hours - and it was from human hands too. They said my site (profile) was in the index (with a nice link to prove it). But when I tried to explain that I know that, it's about the pesky penalty from over a year ago I'm worried about - they went quiet again.

So, perhaps they are trying harder - or maybe it was just a short-lived new years resolution ;)

4:50 pm on Jan 7, 2003 (gmt 0)

10+ Year Member



I had a site I administer disappear from Google altogether on this update (was a PR4 with no seo techniques at all).

I e-mailed help@google.com on Jan 06, 2003 and received a reply 8 hours later. The reply even included my name (I know, they could have automated this) but the reply was accurate. They basically told me the site was not manually removed, blah, blah, blah, and that they don't "fix" this type of thing, that I would have to wait until the next update. They gave a few reasons why the site may have been dropped ("technical glitch", "site unreachable", "content changed significantly", "low page rank").

So, they sometimes do reply, and in a very timely manner this time (thank you Google). However, on another occasion I had asked them if another site I admin. had been banned, and I never received a reply to that one.

8:40 pm on Jan 7, 2003 (gmt 0)



I sent them an email yesterday and recieved a reply today. It was short but effective.
8:57 pm on Jan 7, 2003 (gmt 0)

10+ Year Member



brandi01: They gave a few reasons why the site
may have been dropped ("technical glitch",
"site unreachable", "content changed significantly",
"low page rank").

Wow, that is a new fact for me. That could be the answer
to many questions.

A page could get a penalty for changing content too
drastically.

That means, make your redesign in tiny steps, right?

10:31 pm on Jan 7, 2003 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



They have just replied again to my question - but, alas, cannot specifically help me on the penalty issue any further.

Still, good to see some work is being done in this area by Google.

11:50 pm on Jan 7, 2003 (gmt 0)

WebmasterWorld Senior Member jane_doe is a WebmasterWorld Top Contributor of All Time 10+ Year Member



I did get a reply about a site of mine that was banned. They didn't give a specific reason, but sent a list of possible reasons that included a variety of spamming techniques. At that time, the site that was dropped was just my hobby site that I had built before I ever started researching optimization. I didn't even know what some of the terms like cloaking meant.

I wrote back again explaining that I didn't think I had done anything on their list and to please take another look at my site. They looked into it further and sent me a very nice email back apologizing and saying that they had an engineer look into it further and that he found a bug at their end. Not only my site but many others had gotten dropped erroneously. It still took a couple months, but my page got back in. :)

So I think it doesn't hurt to send a very polite email asking them about the reason for a site being dropped. If I had not emailed them, I don't know if they would have known about the bug, or if my site would have ever gotten back in to the index.

12:00 am on Jan 8, 2003 (gmt 0)

WebmasterWorld Senior Member jane_doe is a WebmasterWorld Top Contributor of All Time 10+ Year Member



A page could get a penalty for changing content too
drastically.

That sounds to me like are hinting that they've added code to prevent people from buying expired or purchased domains with high PR that were once about something like organic baby food and converting them to a porn or gambling site.

3:16 am on Jan 8, 2003 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



<<That sounds to me like are hinting that they've added code to prevent people from buying expired or purchased domains with high PR that were once about something like organic baby food and converting them to a porn or gambling site.>>

Now THAT is a very interesting concept! I wonder if it's true.

4:24 am on Jan 8, 2003 (gmt 0)

10+ Year Member



GoogleGuy - why not chime in here and let us know if your colleagues stand up to their word?

What's the point of saying that you've got customer service if you have no one behind the words and promises?

4:45 am on Jan 8, 2003 (gmt 0)

10+ Year Member



This would be a good use of "Themes"
4:49 am on Jan 8, 2003 (gmt 0)

WebmasterWorld Administrator brett_tabke is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month



I've sent about a dozen in the last six months and got 2-3 replies.

Tips:

a) short. If it is more than 3-4 sentences, it's too wordy and gets the delete key. Support folks have better things to do than wade through two paragraphs of tee up noise to get to the real reason you are writing them.

b) use a valid return email (no hotmail, or freebie mails here). I would imagine all hotmail and yahoo emails go straight to file 13. Use your isp email.

c) use a very succint and high quality title. It amazes that so many here have poor title skills. I'd say 50% of the people reading this have substandard title skills and less than 10% have pro caliber title skills.

d) check the faq and do a site search before emailing them. The question has probably been asked and aswered dozens of times before (sounds sorta like this post ;-)

4:51 am on Jan 8, 2003 (gmt 0)

WebmasterWorld Senior Member googleguy is a WebmasterWorld Top Contributor of All Time 10+ Year Member



Racecar78, I started to post earlier and decided to hold off for a little while and see what people had to say. I'm glad to hear that people are generally having good experiences, not just with webmaster questions but regular emails too.

I know that our user support team has gotten bigger as we get more emails, and I think they've streamlined some of their processes lately. Same thing goes with the spam report form, and being more responsive there, too--if you tried a few months ago and didn't see a result, you might want to try again.

So.. you might want to take a fresh look. :)

5:03 am on Jan 8, 2003 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



Did anybody notice what Jane_Doe picked up on? Anybody have any comment?

Google response to a status inquiry: A page could get a penalty for changing content too drastically.

Jane Doe's observation: That sounds to me like are hinting that they've added code to prevent people from buying expired or purchased domains with high PR that were once about something like organic baby food and converting them to a porn or gambling site.

5:23 am on Jan 8, 2003 (gmt 0)

WebmasterWorld Administrator brett_tabke is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month



That's a different thread bb - go for it - this one is about support email.
5:26 am on Jan 8, 2003 (gmt 0)

WebmasterWorld Senior Member vitaplease is a WebmasterWorld Top Contributor of All Time 10+ Year Member



on change of content as Jane Doe mentioned, that would be something if they can detect radical content change cleanly:

check the Honorable Mentions:

[google.com...]

there are some suggestions on identifying the content of a page.

probably they could also easily identify a "safe searching page" change towards a "non-safe searching page" and do a regular check for that above any substantial Pagerank.

5:39 am on Jan 8, 2003 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



Oy. OK, starting new topic.
3:40 am on Jan 10, 2003 (gmt 0)

10+ Year Member



So far, I've sent two emails and got a reply both times about my problem.

[webmasterworld.com...]

Problem has not been fixed yet, but at least I'm getting a person to reply.

I agree with Brett_Tabke earlier post if you want to get help.

Actually, I would be glad to pay for a site review and help.

Google is a free search engine and has really good search results so I feel this is fair.

Thanks

7:48 pm on Jan 28, 2003 (gmt 0)

10+ Year Member




FYI they never replied to my email.