What are the chances that everytime I have called they have not been at their desk or on a call? I'll tell you...0%. It's a policy they have that you can never get in direct contact with your representative when you need to. A TERRIBLE way to run a business.
Gee maybe that's why we've all but given up on Adwords and all their ego; as has many that have posted here in the last week.
The Google IPO? What a joke; I'd sooner purchase WorldCom or Enron.
It's a policy they have that you can never get in direct contact with your representative when you need to.
That's utter claptrap.
They do the same thing as Overture - they spend 80% of their time on the top 20% of their clients. Calling them 3 or 4 times a week is a bit excessive whatever group you're in.
I wish you would not make comments like what you have above, which try and portray the fact that you have proof.
words such as policy etc etc are no good for anyone.
and btw, as of yet, nope, no problemo getting through to adwords.
Shak
lets see, who is worth billions compared to spending their time on forums
Shak
Undoubtedly Google's IPO will be a phenomenal success. Probably beyond their, and the industry's expectations. Confidence in G, and the adwords concept is, in the short term, very high indeed. Beyond that, who knows - that's down to the G-men (and women).
Syzygy
Oh there goes me and estimated numbers...the shame
Overture is completely superior in this regard (at least in the United States). Spending as little as $5K a month you are a platinum customer with a team of phone support 12 business hours Monday-Fri and weekend support as well. And when you are spending more and actually get a dedicated Account Manager, you feel appreciated. At least I always have.
I'll start a thread about Google VS. Overture Customer Service though if you think otherwise. I mean maybe I am the only client Overture provides excellent service to. And maybe I am the only person who gets their calls screened at Google :)
Google VS. Overture Customer Service
I get excellent customer service from Overture on the phone. I have only used email customer service from AdWords, but have found it to be pretty quick. If you are looking for a constructive suggestion and not just whining, I suggest you put your issue in an email.
In writing this I notice that my need for customer service has been far lower with AdWords ;-).
MQ
Shak, you probably spend time speaking with your rep in the same way that gets you much praise here on ww. You have good comm skills, so naturally you have a decent relationship with them. Im guessing the majority of people that call in are very different, as their posting behavior somewhat reveals... Phone reps are suppose to deliver the same level of help to most anyone. Unfortunately this doesn't happen. I do know what some of you are saying as I have seen it like I said above.
I think this might be due to an increase in staffing at AW due to the rising popularity which is yielding unexperienced reps. Or more likely G AW service/support is not aged enough to have a complete understanding of the best methods to handle everyone with complete, accurate, and rapid help.
With the AW system, I spend 20-30k per month and have consistantly over the course of a few years. I understand it is not as high or low as others, but do think it's enough to justify a little more experienced rep that can provide a little better service.
Let it be known, AW folks are very upbeat and just plain happier than the people at other PPC companies. I find this as a plus, only it can be a little much at times.
Why the exclamation mark? I always get the exclamation mark from any Google rep. Probably another 'policy' thing :)
