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Are AdSense Support response times always abysmal?

     
12:49 am on Aug 6, 2009 (gmt 0)

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we are large publishers that have been with the adsense program since july 2003.

we asked a non-trivial question 14 days ago (two full weeks), and still have had no response.

since adsense has been quite smooth for us, we have had no need to contact them for years... is it common for adsense support response times to be so abysmal?

1:07 am on Aug 6, 2009 (gmt 0)

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Yes.
1:16 am on Aug 6, 2009 (gmt 0)

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Only 2 weeks?

My last request has gone unanswered about 2 months, you're still in the priority queue.

2:34 am on Aug 6, 2009 (gmt 0)

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Don't get me started about adsense support.

I wrote to them a while back and it was a question that only they could answer.

I received a reply pointing me to their gawd-awful forum. Totally useless.

Then they had the damn cheek a few days later to send me a "how well did we do" email.

Never heard back from them and still no closer to an answer/permission.

Maybe google should spend less time hiring sheep to eat the grass and spend a little more time on proper support.

3:23 am on Aug 6, 2009 (gmt 0)

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Honestly, I've actually found the AdSense staff to be quite responsive and even more so over the last year. I know, that's not very helpful to read. But, I do try to make sure that my inquiries are something that I would reply to if I received the same thing in my inbox. I can only imagine how much junk they receive on a daily basis. I am not suggesting that any of you are sending worthless inquiries their way. Google seems to use automated filters for search results, so, why wouldn't they use some filters for contacting them? I could be wrong...although, I've enjoyed conversing (via email) with a few of their employees on a number of occasions that resulted in problems being solved.
3:43 am on Aug 6, 2009 (gmt 0)

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although, I've enjoyed conversing (via email) with a few of their employees on a number of occasions that resulted in problems being solved.

I have too...
but,
1: It was more than 3 years ago
2: It was google USA

With Google Ireland, (at least that's who I think I am writing to) have been abismal.

In my case, it was a question that *only* google could answer because it needed their permission.

4:29 am on Aug 6, 2009 (gmt 0)

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Lame_Wolf - I'm sure that someone in the world, employed by Google, would like to know that the communications between your company and the regional AdSense staff have been unsatisfactory, in response to your question. Tip: capitalize the "G" in Google in your correspondence. Best, M
4:50 am on Aug 6, 2009 (gmt 0)

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Lame_Wolf - I'm sure that someone in the world, employed by Google, would like to know that the communications between your company and the regional AdSense staff have been unsatisfactory, in response to your question.

I did mention it when I filled in the "how well did we do" email.

Tip: capitalize the "G" in Google in your correspondence. Best, M

When I think they are worth it, I will <G>
I am disabled and sometimes it is easier on my fingers not to keep hitting the caps key. Sometimes, I can't be arsed ;)

5:20 am on Aug 6, 2009 (gmt 0)

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If you go to the adsense help forum, make your question there, the TC's can bump it up for personal attention.
5:30 am on Aug 6, 2009 (gmt 0)

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You know that there is an issue when the Google fanboys jump on a thread to defend that company.
5:37 am on Aug 6, 2009 (gmt 0)

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Google fanboys

There's also an issue with being disrespectful of people calling them 'fanboys' just because their opinion of Google differs from yours.

Let's keep it on the topic without name calling the people discussing the topic, OK?

6:55 am on Aug 6, 2009 (gmt 0)

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If you go to the adsense help forum, make your question there, the TC's can bump it up for personal attention.

You are kidding me, right ?
Have you been there ?
It's full of people who haven't bothered reading the TOS, self-clickers, "why have I been banned" brigade, and the "Hi Frendz" crowd.

It is a question that I don't want to world to know about in case it opened the floodgates.

1:23 pm on Aug 6, 2009 (gmt 0)

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i emailed them once and got a canned reply back stating i should try using the help feature on their site first... the one with a load of multiple choice questions that drill down to the right answer.

but that's what my email was about... i had tried that already and the answer wasn't listed. but their robot still sent an answer telling me to do exactly that.

and it took them about three weeks to manage that.

dopey robots! i guess AI is still a few decades away.

4:45 am on Aug 7, 2009 (gmt 0)

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- Lame_Wolf, I hear ya. Don't give up. Somewhere, along the line we might agree that it's worth it. Just trying to say, make sure that your emails to them outshine the others that they receive. And I agree, the AdSense help forum can be a frustrating place to explore, probably not very different from the emails they receive on their end...Stand out might = helpful answers...

- zett, not sure where to begin. I'd rather that you didn't refer to me or others as "fanboys" in the future of this this thread. Your choice, of course. All I was trying to say was that my time spent with AdSense support employees has increased for me over the last year, in an impressive fashion. Best, M

7:39 am on Aug 7, 2009 (gmt 0)

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There was a time a couple of years back, when they responded in 3 days with a coherent reply. Recently I got a coherent reply at the time they launched the referral ads.. Response time 4 days.. Not bad. Have not communicated with them since.
10:54 pm on Aug 7, 2009 (gmt 0)

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Lamewolf I know a TC there who advised me to do what I mentioned, he said they are in daily, or at worst weekly, contact with google staff. They filter out the crap posts and try to get help for the legitimate ones.

Its the only game in town to get Googles attention

12:27 am on Aug 8, 2009 (gmt 0)

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Thank you netchicken1, but someone sent me a sticky and may be getting it sorted out. If nothing comes of it, i'll let you know.
 

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