Google AdWords UK Problems?

Problems with Google AdWords UK Staff Response Times

[Chardona]

Hi we were running quite a few campaigns on Google AdWords and then we got an e-mail saying they thought we'd be manipulating our ad rankings, which is nonsense. We immediately wrote back. Four days later, NONE of our ad campaigns are online and not even one reply to our e-mails and telephone calls!

Anyone else had the same problems?

[Shak]

they thought we'd be manipulating our ad rankings,

?

I am really curious about this bit, how, what, where, why?

Shak

[edit_g]

I manipulate mine all the time, by raising and lowering my cpc - what did they say you were doing? If it is clicking on your own ads once in a while then you must have been a'clickin a fair bit.

Keep in mind that G. might also be a bit sensetive in the near future because of heavy news coverage on click factories.

[dude]

1. Dont use the online contact form, this must simply go into a bit bucket as never had any response to it!

2. Keep track of the email address when they send you those silly "fix" it stuff emails..
Give this a try as you may find a human at the end of one of these..

3. Otherwise simple give up as there realy is no support at Adwords, most is just a set of form letters or something to hope you will go a way...

4. No use buying stock, as you wont get any say there either..

[webdiversity]

We've had countless e-mails from Google and never seen that particular one.

The only instance I've seen of this sort of thing was when several advertisers were gathered together to agree the prices they were paid to pay, which is expressly against Google's TOS. You can't influence the market prices.

Perhaps the reason they haven't replied is you've been black-balled and they are not going to reply.

The service from the UK staff is usually exemplary. I know all the sales people are on a conference in Germany at the moment, but this is a technical issue and not a sales one I think.

[Sowe]

2. Keep track of the email address when they send you those silly "fix" it stuff emails..
Give this a try as you may find a human at the end of one of these..

There are only two email addresses they're giving out, it's
[e-mail] for US team
and
[e-mail] for the UK team, you can't reach one of the staff individually (all replies are routed by the case # to the appropriate support person).

Btw, I'm waiting since several weeks to get replies to some emails I've sent to the UK team.

[Chardona]

We've only tried phoning them but they don't talk any calls for customers!

[Chardona]

not only, we've e-mailed every do without even so much as an acknowledgement

their last e-mail said they only "suspected" abuse, but we have abused nothing

sure, we test most of our ads once or twice when we first set them up, but we never click them more than that, due to click abuse

[Chardona]

However, we have "manipulated" nothing and our account has been deactivated for three days or more

We are now losing quite a lot of money each day and we are also naturally very concerned at how this will affect the ranking of our adverts when they eventually come back online

[edited by: engine at 4:49 pm (utc) on June 1, 2004]
[edit reason] No e-mail quotes, see TOS [/edit]

[Chardona]

We've even tried to open a third account to transfer all our ad campaigns to without success... Well it opened okay, but all of our cards were declined!

[Sowe]

"It has come to our attention that your account appears to have been manipulated to serve ads beyond what your daily budget allows"

hahaha, what's that?
Couple of days ago google sent me more than 130% more clicks than my daily budget has allowed, but that was ok for them.

Sorry to hear that all, maybe you can call the US team, they at least offer some phone support. Good luck.

[Sowe]

Thinking about it I don't get any idea what they think you have done to manipulate your account. It's not you who decides if the ad shows up for a search or if the daily budget is already reached and the ad will not show up. It's their system who decides this. So they must think you have hacked into the google servers and changed their scripts, you super hacker.
Very strange...

[eWhisper]

We've even tried to open a third account to transfer all our ad campaigns to without success

This raises suspicision as it implies you have two open accounts right now. If both accounts include ads with the same urls in them, that would set off flags if there is no affiliate identifier.

[Chardona]

Yes, many of them do, but we paused all of the first account campaigns before starting the second account campaigns