How can I contact Google in other ways than writing an e-mail (actualy it's not possible to send a request when loged in)? They simply do not respond to my requests! Account is stoped without any notice... My billing account is right I can pay (and I have been paying)! Just let me see my ads and give you some money, Google guys, for god sake!
:(
Since Customer Service seems to be kind of high on the page recently, I thought I'd take some time and provide a few thoughts on getting the best AdWords customer service.
Thus, some tips:
* If you are sending an email, please use the 'Contact Us' link at the top and bottom of every page in your account. This will enable the customer service team to immediately find the account associated with your question.
...(actualy it's not possible to send a request when loged in)?
I've never heard of this before. Please give it another try using the 'Contact Us' link.
* However, if for some reason, you are unable to use the 'Contact Us' link, then please use only this email address:
adwords-support@google.com
* If you're using the adwords-support@google.com email address, rather than 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 email address than the above will 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. 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. (Relanted 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.
Alrighty then. This was written on the fly, and I'm sure I've missed some other tips. If I think of anything else, I'll post again later.
Hope this helps a bit. ;)
AWA
<edit> yet another typo!
[edited by: AdWordsAdvisor at 12:21 am (utc) on Mar. 17, 2004]
Will
"It appears that your account was placed on hold while our Specialists reviewed it.
Our records indicate that your ad is currently running on Google. Please try to locate your ad again now. If you continue to have difficulty viewing your ad, please reply to this message with the keywords you are using to search for your ad. I will then be happy to research the problem further."
So they're back. It would be nice if they gave some warning when the take down the ads...
edit_g - I would have called google if I had their phone number - do you have it?
Thanks,
Will
Have you recieved any information from other users on that?
I've just tested this from within my own account, and find that it works perfectly if I've filled in all fields in the header. I get the verification message I would expect to see.
However when I leave either the 'Name' or 'Subject' field blank, I get a blank page when I hit 'Send'.
(I also put nonsense into those fields, and got mixed results, so I wouldn't suggest this.) :)
I've alerted engineering, and they'll get to work on improving it. Thanks again for the very valuable information!
The work-around for the moment is to make sure that you've filled in those fields with your name and a subject!
Now, how do I explain to the AdWords Support folks why I've sent 7 or 8 very odd messages to the support team? ;)
AWA
