* The best way to contact AdWords support via email is to use the 'Contact Us' link located on each page of your account.* However, if for some reason, you are unable to use the 'Contact Us' link, then please use the page linked to below. This link is always accessible through the AdWord Help Center:
[adwords.google.com...]
* If you're not using the 'Contact Us' link, then please identify your account by customer ID and/or email address. A surprisingly large number of emails come in each day with absolutely no way to identify the account associated with the question. As you might imagine, this makes a meaningful response much more difficult. And slower.
* Please note that using any other contact methods than the above will likely slow down your response.
* Please be aware that, at present, customer service folks are working Monday through Friday. So writing to support on Friday night means that your reply will be delayed until at least Monday.
* Also, be aware of peak periods and slack periods. Highest volume of email occurs on Monday. Volume is lower, and turnaround time is potentially quicker mid-week. So if your question is routine rather than urgent, please consider writing mid-week.
* We strive for a maximum turnaround time of 24 hours, for business days (Monday thru Friday). Most often, it will be faster. During very high volume periods, yes, it can be slower. But believe me, we are all tasked with not letting that happen.
* Please ensure that our replies are not being filtered out by your email program as 'Spam'. I've talked with many advertisers who are upset at our lack of response, who then find that those responses have been sent, but filtered and sent to a 'junk mail' folder. (Related note: almost all email from AdWords will have the word 'AdWords' in the subject line.)
A few more general thoughts:
* Be as succinct and as specific as possible with your questions. In many ways it is best to ask a single question (or a very few) per email. Asking 5 or 8 questions in one email may slow your response down a bit.
* Provide whatever background information will be required to answer your questions fully and quickly. Please include pertinent dates, Campaign and Ad Group names, the keywords in question, and so forth. If we have to guess, it'll slow your response down, and make it less meaningful.
* If you get an reply that doesn't meet with your satisfaction, then please reply directly to that email. This will send it directly back to the person who answered it, who is already familiar with your account. This will prevent duplication of research. Be sure to explain what was missing from our original answer.
I hope this will be of some use!
AWA
