adwords support is really driving me crazy!

[Sowe]

Ok, I had to change my ads again on friday 01:00 AM (adwords time), I know after all what happened I should have known better. But the ads were running fine after the changes thoughout the whole friday, until saturday morning when they stopped running again.

Now I got an email from adwords support in which they falsely claim that I have repeatedly submitted ads that contain dialers.
-------------------------
It has come to our attention that despite multiple disapprovals, you have
repeatedly submitted ads that violate our Dialer Policy.
-------------------------

Well, I never did this, and there is nowhere a single dialer on my landing pages, and there is even nowhere a single dialer on my whole domain.
They didn't sent me any proof about their false claim, but stated also this:
--------------------------
Please note that if you submit these ads again, we will be unable to run
any of your AdWords ads in the future.
--------------------------

I'm really mad about them, didn't google teach their support and tell them what a dialer is or what it looks like?

How can they make false claims without any proof (and they can't have any proof because there NEVER was any dialer in my campaigns/ads/landingpages)?

So after the last issue (with this technical problem on their side that prevents all my ads from showing and which took them 10 days to find and fix) all my ads are not running again now because of such a bull....

Does no one else has these problems with adwords support? Is it really just me? I can't believe it.

[Sowe]

Since you even had AWA respond, I dont think you can ask for more than that from support.

Yes, it was nice from AWA to offer help, but I never got any response to the mail I sent to AWA.

Agreed that email support is weak, but that's how it is everywhere.

No, I experienced excellent email support from findwhat, kanoodle and also overture so far. They were always quick and helpful, I've got a reply to every email I sent them, and they know their system and their editorial guidelines very well.

[Chardona]

Correction : We did receive an e-mail on 7th May 2004, but this merely stated that our account had been "released." We therefore wrote back and asked for clarification on this, as it was a highly ambigious term to use, and we were totally unsure what it meant in the context of our
deactivated account

APM

[edited by: engine at 4:46 pm (utc) on June 1, 2004]
[edit reason] formatting [/edit]

[Chardona]

MC

Okay...

1. "Your account appears to have been manipulated"

It wasn't

2. Why did it take four days to send ut just an ambiguous and confusing e-mail with no real apology and no offer of compensation whatsoever?

3. Why were our requests for clarification ignored?

3. Why were were told a week later that our ad ranking would not be affected when deactivated campaigns always are greatly affected for at least three or four days or so?

Regards,

APM

[Marty_Foley]

I can say this about Google, which sets it head and shoulders above most other online businesses...

Love 'em or hate 'em, Google "gets it."

It's largely been their intense focus on the user experience, for searchers as well as customers, that has been critical to putting them ahead of the pack and dominating the search engine market in such a short time.

My hat's off to Google. More companies should follow their lead.

Another thought: Adwords support are people too, and will thus make mistakes on occasion. If we deal civilly with them, we'll most likely get better results than if we don't.

[Chardona]

To be fair, since I escalated my complaint and paused all of my ad campaigns, I got a considerable Account Credit and apology

Google does beat Overture and the rest hand down in almost every count, it is true

Ady
<snip>

[edited by: engine at 4:45 pm (utc) on June 1, 2004]
[edit reason] No urls, thanks. See TOS [webmasterworld.com] [/edit]

[tenerifejim]

From my point of view, and I've done some complaining recently about adwords, their review of keywords and adgroups are fine. Often highligting spelling mistakes or taking offline adwords for sites which have gone down (for one reason or another). Obviously I haven't fallen foul of this particular issue yet.

Never got an apology or explanation for my account going offline for no reason for 10 days though. Just a sorry would be nice. And I have phone support.