Anyone get a response from Google lately?

I've sent 3 messages over 2 weeks w/ no reply

[limitup]

I spend over $1k a day on AdWords and normally get responses pretty quick. But lately I haven't received any replies at all from Google to the inquiries I've submitted. Anyone know what's going on over at G lately? I really hate calling them on the phone because the phone reps never seem to know anything. At least this way they have the opportunity to hopefully find the answer to my question and reply rather than me wasting 10 minutes on the phone and getting no meaningful info.

[edited by: limitup at 1:23 am (utc) on April 2, 2005]

[sem4u]

I never got this one resolved:

[webmasterworld.com...]

[patient2all]

limit,

Do you at least get the auto-respond acknowledgement to show they received it?

If so, I've found when I ask really hard questions that quite often 3 weeks or so will go by before I get a response. At which time, I've usually long forgotten the issue. For that matter, the response usually is something to the effect that they "could reproduce the situation", etc.

I think that when the first tier is stumped, it gets escalated to someone busy who is considered a guru. Since there are no doubt, many more first tier responders than gurus, that may explain the bottleneck.

If you have "easy" questions, I don't know what's up. I've been getting timely replies to the almost regular exception requests when I want to use terms like "rx", "medicine", etc.

patient2all

[limitup]

I usually submit the inquiry at the site and I don't recall getting email confirmations when doing it this way. You're probably right about a bottleneck as my recent inquiries have not been "simple" questions that take 10 seconds to respond to, but still, it blows the mind that they don't respond in a timely fashion. Obviously I'm not a mega advertiser but I find it hard to believe they don't care about my $1k+ a day spend, and if they do they should reply in a timely fashion. Waiting even a week for a reply is simply unacceptable.

[eWhisper]

If you spend $1k+ per day, then you should have a Google rep. Seems you need to find out who that person is so you can mail & call them directly.

[anallawalla]

In my experience, spending >$1k/day definitely gives you a rep for your vertical and I am seeing prompt responses as recently as yesterday.

[limitup]

I don't have an individual rep as far as I know. I've been spending 1k+ a day for months and no one has ever contacted me. They emailed me once with the "special" phone number, but that's it. Hmm ...

[eWhisper]

Google reps rarely proactively contact current advertisers. Usually, you have to call Google and ask if you have a rep to find out the answer.

[TrumanTiger]

>>and I don't recall getting email confirmations

When I submit a question from within AdWords I always get an auto-response, then get an answer later on. The fact that you aren't receiving a confirmation makes me wonder if they are getting your message.

My response times lately have been within hours. As far as having a rep, I've never been told I have one, but I see patterns where the same person will respond to my questions for awhile. When a different person begins responding, it seems it takes longer to get an answer.

[limitup]

Strange. I don't know why all of a suddent they wouldn't be getting my inquiries when I'm submitting it via their help system. I noticed yesterday they have a new inferface - maybe something was wrong with the old one, or it wasn't working properly while they were preparing to implement the new interface.

[jimbeetle]

With no auto-response and no response at all after a few weeks I'd go back to basics: Many hosts/ISPs are now using very aggressive spam filters. Make sure e-mail from Google isn't being blocked.

[limitup]

No spam filtering whatsoever on my end ... and I don't use my ISP for email. It's through my own box and I get every email sent to me.

[patient2all]

I usually submit the inquiry at the site and I don't recall getting email confirmations when doing it this way.

I always get the auto-respond without fail almost after making the request on site.

patient2all