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Adwords Support Team Unavailable - Middle of the day on a Tuesday



8:58 pm on Jan 17, 2006 (gmt 0)

When I called Adwords Support, I got an automated message saying that the Adwords Support Team was currently unavailable. For support to be unavailable at 3:45 PM EST on a Tuesday, that is unacceptable.


9:55 pm on Jan 17, 2006 (gmt 0)

Now the automated voicemessage is off, but I've been 'on hold' to speak to the next adwords specialist for 30+ minutes.


10:07 pm on Jan 17, 2006 (gmt 0)

WebmasterWorld Administrator martinibuster is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month

>>>that is unacceptable.

They have staff meetings once in a long while. Just have to wait until they return.


10:16 pm on Jan 17, 2006 (gmt 0)

This isn't a staff meeting thing; now I've been on hold for 1 hour. Hopefully they'll credit me an hour of my time.


10:29 pm on Jan 17, 2006 (gmt 0)

10+ Year Member

They have a conference for all reps through the 18th.

Mine is responding to emails at least, and supposedly there is a support team still there, but that might mean 1 person.


10:35 pm on Jan 17, 2006 (gmt 0)

The on hold message is "all of our specialists are still assisting other advetisers, if you prefer to leave a voicemail please press 1 now, otherwise please stay on the line and your call will be answered by the first available Adwords specialist".

I've been on hold for an hour.

If their current staffing levels are reduced to a fraction of a typical day due to planned meetings, you'd think they'd communicate that on their message. Otherwise, as a person calling...I have no reason to believe my hold time will be any longer than usual.


10:37 pm on Jan 17, 2006 (gmt 0)

10+ Year Member

yea, I'd file that under "would be nice to know" too


10:39 pm on Jan 17, 2006 (gmt 0)

Now they've changed their automated message back to what their business hours are. Since I have been trying to call them during their business hours, this message makes no sense and indicates that there is some kind of problem on their end. Now I am guessing perhaps it is a phone system problem on their end. Whatever it is, this is frustating and inconsistent messaging by Google.


6:26 pm on Jan 18, 2006 (gmt 0)

Now customer service again today and the automated message saying that I am calling outside of their business hours...which I am not.

Maybe they're discussing what has caused their stock to fall 22 points in the last week.


7:14 pm on Jan 18, 2006 (gmt 0)

5+ Year Member

Hopefully they'll credit me an hour of my time.

Sure Boston, just submit an invoice ;)



11:16 pm on Jan 18, 2006 (gmt 0)

5+ Year Member

Yea, I can't get a hold of them either.


12:12 am on Jan 19, 2006 (gmt 0)

10+ Year Member

It's 4 pm Wednesday and the support team is still unavailable. Wonder what Google is up to.


12:27 am on Jan 19, 2006 (gmt 0)

Very poor coverage; they should have communicated this to advertisers.


10:54 am on Jan 19, 2006 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

just pay and do not demand anyting!
you get your somehow targetted traffic anyway, right?
we are busy working servicing expedia and other big guys and not the small user like you, so please, do not bother us!

Kings on steeds

11:07 am on Jan 19, 2006 (gmt 0)

10+ Year Member

Ok, Ad words staff are at a sales conference in the US, staffing levels are low, and they are communicating this. Google’s customer service is excellent, most call centers you would be waiting hours, on a regular basis, and be transfused 100's of times and never really get an answer, with Google’s you get none of this. Please, one blip should not be enough to condemn/slate them.


3:24 pm on Jan 19, 2006 (gmt 0)

10+ Year Member

I call yesterday at 3:15 pm pst it tells me their business hrs yet then goes to voicemail saying no one is available and leave a message. Of course that is within their business hrs.

I call this morning 7:15am pst, again within their business hrs and I get the same stupid message.

They have paused all my ads since yesterday at noon as they claim they cannot charge my backup card, even though they are trying to CHARGE AN OLD card. I updated it days ago with a new card and my ads should be running fine. Keeping in mind I talked to someone earlier that day and they assured me everything was fine as it was also declined early in the morning and was told it was all resolved.

INSTEAD, ads are paused and I have lost over $1000 profit already from their stupid "mistake" and this phone issue is only compounding the problem.

Is there a 24hr support line or something for large advertisers that I am missing?

I have left phone message, email and tried back many many times during their business hrs and all I get is that stupid message.


5:32 pm on Jan 19, 2006 (gmt 0)

"staffing levels are low, and they are communicating this.."

How are they communicating this? Did you receive an email? If so I did not for any of my multiple clients. When I call the main number there is no mention thay staffing levels are any different. Do you call some special number that tells you all this information,,,,because I've heard no communication from Google...Just other people here complaining (and rightly so).


8:31 pm on Jan 19, 2006 (gmt 0)

5+ Year Member

What is up with Google....?
It seems like lots of people are having a lot of problems suddenly. Or is it that I'm just new here and this is something normal on the forum?


11:51 pm on Jan 19, 2006 (gmt 0)

There have been more problems that usual, but for some reason there are a lot of people who think there is something wrong with posting information about problems - which I believe only helps others'.

Kings on steeds

12:49 pm on Jan 20, 2006 (gmt 0)

10+ Year Member

bostonseo, i take it that was aimed at me!

we where sent an email saying they would be at a confrance, and they also phoned us to make sure we got the email, this is my book is "comunicating", but it just dosent make sence for adwords support to make 1,000,000's of phone calls and to send out a mass email's!

i agree that the smaller clients, those without account managers and those who's spend is like $1 a day are getting no help, but you get what you pay for, nothing is free in this world!


1:54 pm on Jan 20, 2006 (gmt 0)

10+ Year Member

Kings on steeds, I spend around $1000 a day and I was not notified. I would not consider myself a small client.


2:52 pm on Jan 20, 2006 (gmt 0)

King of Steeds,

I too have an assigned account manager and I won't divulge the spend here...but you only get an account manager for a certain minimum spend - so you see where you are going with this.

That's great that your account manager was proactive about informing you about their schedule this week. Mine failed to inform me, and it appears others' are in the same boat as me.

Looks like you were the lucky one; so I stand by statement and belief that Google did not effectively communicate their
reduced service level this week.


3:02 pm on Jan 20, 2006 (gmt 0)

10+ Year Member


Sorry a tiny bit off topic. What kind of spend do you need for an account manager? It would be nice to have one central person to talk to instead of a new person everytime I call in.


3:59 pm on Jan 20, 2006 (gmt 0)


Don't quote me on this as things probably have changed. But in the U.S. the minimum for an account manager was about $15,000 a month. I'm sure it's probably higher now.


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