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Day 1) It was taken completely offline for a 'quality review' just after 6.00pm. With no prior notification.
Their email to us says it was automatically resumed, but this was not the case. It was down for 15 hours, and only went back online after a few hours of screaming at them when they opened for business in the morning.
Day 2) A billing issue on a payment which hadn't even been requested. Again the account went offline at around 6.00pm and could not be reactivated before they were open in the morning.
The fact that it has happened at roughly the same time two days in the row makes us think they are making excuses.
Anyone had any luck seeking compensation for loss of business on behalf of our client who experienced similar problems?
There is some interesting news doing the rounds about the impact that Ebay is having on the UK economy, I wonder if anyones considered what sort of impact the unreliability of search engines can have and especially Google has, considering they account for the vast majority of sales leads from the internet.
I wish you could tell your client to grow up.
Things like this happen. Get over it. I doubt there's someone out there doing it intentionally.
I'm assuming that Adwords do a great job for the client when they are running, get them to imagine the scenario that theu sue and big G suspends their account until the matter is resolved.
It is my understanding that Google retains the right to not run any ad for any reason at its own discretion. I think when you sign up to use adwords you agree to that concept in the TOS. I am not 100% certain, but if I am right pastypossie really doesn't have a legitimate gripe.
the point is Google intentionally prevented us from receiving the clicks, without notification.
In the real world companies cannot legally behave like that.
You agreed to the TOS. You weren't charged for something you didn't recieve. I'm still not sure where Google broke the law.
Yes, I had a few occasions where G said that a URL was not working, and disabled some ads.
On one occasion they had stumbled across a bug in just one (landing) page in my server (which saved me some wasted advertising pennies!) but on the others, so far as I could see, there was no problem. After a bit of (quite quick) back-and-forth with G they relented and turned the ads back on.
I think connectivity on the Net is a bit patchy these days,so it would be good for G to do (more?) automatic checking from a couple of locations round the world before alerting a human checker or disabling ads. Tricky balance for them though.
...Google farms out it's quality reviews to different companies...
Just what we need, another outsourced (judgment) call center ;
This is not the case, momotan. Based on inbound's comment, I think it is important for me to correct your impression. Ads are reviewed by Googlers.
However, when there are 3 or 4 companies with Google's reach and level of PPC offerings, then you'll receive a letter prior to the review starting with
"Dear Kind Sir or Madam"
Adman #1: We'll make lots of money once we start paying the local newspaper to display our ads.
Adman #2: Boss, the newspaper went out of business this morning! They aren't publishing any more issues! We can't pay them to display our ads.
Adman #1: We can't pay them to display our ads?! This is upsetting my plans to get rich! Let's sue the newspaper publisher. They have an obligation to take my money and show my ads!
I'm actually mildly concerned about the support some of you guys are showing for a system that makes stable business inherently impossible.
We are not talking about a news paper going out of business, we are talking about a media outlet that has a monopoly selectively disconnecting your supply to customers without notice. It completely unermines the credibility of paid search as a viable advertising medium.
I'm glad to see that someone from Google has read this, and hopefully understands the broader implications of what I am discussing, because upsetting their customers businesses, is in the end not good for Googles business.