The problem appears to be the mechanism that Google uses for checking credit cards - which, by the way, are indeed mine with correct info and everything but my cards are US-issued and I am in Thailand. Although it is not identifiable, I suspect they are using Verisign for fraud prevention - not bad except obviously there are potential situations where people like me are caught out.
So the automatic thing is to go to their Support page and fill out the form... fill out the form... fill out the form... only to discover that the form is apparently sent to a black hole from which no one ever replies, even though they state on the confirmation page that you will in most cases receive an answer in a day or two.
I have *never* *ever* received an answer.
Do humans actually man Adwords support?
They definitely have humans working there :)
Internet compaines who'll answer the phone are a rarity these days, but Google does!
Internet compaines who'll answer the phone are a rarity these days, but Google does!
So the automatic thing is to go to their Support page and fill out the form... fill out the form... fill out the form... only to discover that the form is apparently sent to a black hole from which no one ever replies, even though they state on the confirmation page that you will in most cases receive an answer in a day or two.I have *never* *ever* received an answer.
Do humans actually man Adwords support?
Answering the last question first. Oh yes, real humans do work in AdWords Support. In fact, I spend a good part of the day in that role myself, as I want to stay closely in touch with our advertiser's experience. (This is also a big part of why I wanted to post on WebmasterWorld, by the way.)
Spearmaster, I truly regret that you've had a bad experience with AdWords support. Zero emails answered in 18 months is certainly not OK, but makes me think there may be something out-of-the-ordinary at work. A couple of thoughts:
* When you say you "fill out the form", what form are you referring to? The very best way to reach support by email is to use the 'Contact Us' form which appears on every page of your account. A distant second-best way is to use the email address adwords-support@google.com. In a company with tens of millions of users, using any other email address than the above might really slow things down! So if your question is about advertising, be sure to not use an email address associated with the search side of things.
* I've talked to a fair number of advertisers who haven't seen the replies we send them, because their email system filters them out. Most emails from AdWords have the word 'AdWords' in the subject line in one context or another. So please make sure that our emails are not being filtered because of the word 'Ad', or for some other reason.
I always call them and *always* get incredibly fast, knowledgable and even compassionate support. In fact their support is an order of magnittude better than overture's (IMHO).
Thanks for the very kind words, nyet! I especially love the "... and even compassionate" part. That is what we aim for, and I'm delighted that this has been your experience.
If you and Spearmaster don't mind, I'll pass both of the above comments along to AdWords support team, so they can see both the good, and the not-so-good.
AWA
As Broadmatching logic changed and it turned the screws (too tightly, IMHO) to open up inventory many a Google rep on the phone has had to 'talk me down". Even when I was 'snarky' they were patient, pleasent, professional and (yes) even compassionate. I have told our support people we 'should be more like Google'.
BTW, have you heard of a book called 'cluetrain manifesto?'
BTW, have you heard of a book called 'cluetrain manifesto?'
Hah! Oddly enough, I just heard of this book for the first time last week, and it is now on this weekend's 'to-do' list.
I'll look first at the library (because I love the library!), and then at some AdWords ads to find the right place to buy a copy. Got to keep it in the family. ;)
AWA
I've got a copy coming from the local library, and see that A**zon has it too.
Looking forward to reading it. (I love the Internet, but am an old-school 'books-on-paper' fan when it comes to reading more than a page or two.) ;)
Thanks again.
AWA
I have no filters on my email account, so unless your response emails are extremely spam-like they ought to get through.
[webmasterworld.com...]
AWA
