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Again with the poor customer service

     
3:47 pm on Aug 29, 2006 (gmt 0)

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I have a new client who is spending over $50,000 a month (and has been for over a year) and I cannot get a supervisor on the phone to have a conversation about getting an assigned account manager.

About 3 weeks ago I spoke with a representative about this and was never contacted about a follow-up. In speaking with this representative today, they say the notes of the conversation from 3 weeks ago and basically said 'oh well we have to start the process over'.

Nice job Google!

4:22 pm on Aug 29, 2006 (gmt 0)

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How ironic that you would post this, while at the same time someone else is posting about google telemarketing. They're there with their hand out, but it's not there to give you a hand.
4:25 pm on Aug 29, 2006 (gmt 0)

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It is ironic, but Google's customer service tactics have never been acceptable in my 4+ years of experience. What was funny during the call too was that the representative said at one point 'there is no reason to get upset'...I love being told how to feel :) I love hearing that they screwed up (once again), but I should not be agitated.
9:19 pm on Aug 29, 2006 (gmt 0)

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It is ironic, but Google's customer service tactics have never been acceptable in my 4+ years of experience.

Yet, for four years you continue to hand over the money. Now, who's the smart one in the equation? Where is the real irony?

PS. There's no excuse for poor service, but when people reward companies they can't stand by continuing to do business with them and handing them money, all the while complaining about how bad the service is, you just gotta wonder.

and Vanrooy said:

How ironic that you would post this, while at the same time someone else is posting about google telemarketing. They're there with their hand out, but it's not there to give you a hand.

Irony indeed. I love the notion that people who complain about google being overly concerned with their profits continue to do business with them and fill the hands that are outstretched. Now why would you do business with a company you despise?

Ah. It couldn't be that the reason is that the complainers actually have THEIR hands out, and are focused only on the money?

The ultimate irony is that some folks, around QS time, stated they would never ever use google again. And yet, here are at least some of them using google again, while STILL complaining.

I dunno man. I don't do business with companies I hate. And you know what. Some customers are such pains in the behind that I can start to understand why some companies would rather lose them than keep them.

9:27 pm on Aug 29, 2006 (gmt 0)

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rbacal,

I'm sure I've pointed out to you personally in the past that I have not handled over a cent to Google. These are clients I post about; it's is true that I would not give Google one penny of my money.

Please note this so you don't continue to accuse me of financially supporting Google as this is not the first time you have called me out on it.

Thanks

10:00 pm on Aug 29, 2006 (gmt 0)

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Dont take it personl Bostonseo. Rbacal calls out everyone on this forum that does not toe the corporate line.. And so what if it was your money.. does that exempt you from calling them out for poor customer service..I think it is exactly the opposite, you have more right than anyone.........
11:06 pm on Aug 29, 2006 (gmt 0)

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I'm sure I've pointed out to you personally in the past that I have not handled over a cent to Google. These are clients I post about; it's is true that I would not give Google one penny of my money.

Please note this so you don't continue to accuse me of financially supporting Google as this is not the first time you have called me out on it.

You are channeling money from your customers into google's pockets. YOU are doing business with a company that you clearly do not like. You ARE supporting them, and it makes no difference whether it's your money or your customer's money. Clearly YOU are doing business with them. Why?

Because it makes you money.

That's fine. But then you complain about google making decisions that "make them money".

Maybe you can make a deal with them. YOU show some stones and stand by your principles and stop putting money in google's pockets, and maybe google will...I dunno...what do you want from them?

I hope for you sake google doesn't introduce a HS (hypocrisy score), or a PS (principles score) <grin>

6:43 am on Aug 30, 2006 (gmt 0)

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Hi bostonseo,

Sorry, but I have to agree. You're making money out of Google from your cut AND whining about how horrible they are. Do one or the other (or neither) but not both, here, because it's very tiresome, and none of us can do anything about this aspect of the world.

I resent being taxed at over 100% by the UK government and had to change my business (including getting rid of some good staff) and work fewer paid days per week. I did whine, I did talk to politicians, etc, etc. The difference between you and me was that (a) I had no choice because this was (stupid, unintended) tax law and (b) I have stopped whingeing about it.

Rgds

Damon

1:43 pm on Aug 30, 2006 (gmt 0)

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The Google apologists hijacking another thread, what a surprise. You are quick to point out how I am making money off Google, what about the money Google is making off me? If I manage accounts for my clients and continue to add keywords, etc. I am actually doing work that benefits Google as well - get it?

Bad service is bad service; from time to time it happens with companies you like and those you dislike.

2:25 pm on Aug 30, 2006 (gmt 0)

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So if we don't like something about adwords we shouldn't complain or discuss it on WebmasterWorld .... even on an adwords forum?

What is this site and this forum for exactly if not to discuss our thoughts, good and bad, about google and adwords? Maybe raising points here will actually make things better.

When did legitimate complaints become a no-no? Like disagreeing with government policy makes you "unpatriotic"....

2:48 pm on Aug 30, 2006 (gmt 0)

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ronmcd well said - but there really is no reasoning with the Google apologists.
2:50 pm on Aug 30, 2006 (gmt 0)

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Hi bostonseo,

OK, your point is valid: this is a place to grumble, and all orgs, including G, screw up.

I think I read more agenda into your moan than was there: apologies.

Rgds

Damon

PS. But I do object to being called an "apologist": I have a purely business relationship with them just like you do. I just don't find it as uncomfortable as you apparently do.

[edited by: DamonHD at 2:52 pm (utc) on Aug. 30, 2006]

2:51 pm on Aug 30, 2006 (gmt 0)

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You are quick to point out how I am making money off Google, what about the money Google is making off me? If I manage accounts for my clients and continue to add keywords, etc. I am actually doing work that benefits Google as well - get it?

Ahh...but I don't see Google writing messages here, almost every day or so, criticizing BostonSEO, hoping your stock crashes, praying for your computer to burn to a cinder, and so on.

You complain google is buck driven, but you do business (and put money in their pockets because you are buck driven. You criticize them endlessly but continue to contribute to their success (I suspect much to your disgust).

Complain all you want, but if you aren't consistent with your words and actions, you can expect some commentary, ya?

3:23 pm on Aug 30, 2006 (gmt 0)

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A fictitious letter from google:

Dear Mr. Bostonseo

We apologize for the delay in assigning you an account rep. We have remedied this situation to ensure you get the account rep. you deserve.

We use a RS (rep. score) to determine who to assign to which customer. Applying that we've assigned Mr. Kwok as your representative (contact information below). Mr. Kwok is located in the jungles of Thailand, and is excellent. His culinary ability with chicken is out of this world.

Please note that it's best if you communicate with Mr. Kwok in Thai, since he has no English. Also, be aware that there is no electricity in his part of Thailand, so you will have to use snail mail (actually, it's donkey mail, since there are no roads there either). Also be advised that Mr. Kwok has not actually ever been on the Internet, of course due to the electricity shortage.

We are unable to change this assignment until your RP (rep. score) improves. While we cannot reveal details of our RP algo, we can tell you that shorting of google stock, endless criticism of google, QS, trying to get around the QS algo, hoping for harm to our shareholders, executives and employees, etc, are indeed part of the algo.

Mr. Kwok will be contacting you shortly, as soon as the bi-annual donkey comes to his village, or when the newly ordered electric generators (hamsters on treadmills) is installed, which should be somewhere between 2007 and when Thailand freezes over.

We hope you enjoy having the kind of rep. you deserve.

To apologize for the delay, Mr. Kwok will be sending you (via donkey mail) a lovely Thai chicken dish. Please be advised that it will not be refrigerated during transit.

3:33 pm on Aug 30, 2006 (gmt 0)

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You criticize them endlessly but continue to contribute to their success.

This already weak argument loses all value when you take into consideration the fact that they control an overwhelming portion of the search market share. If you want to advertise online, you have to "contribute to their success" by adertising with them. This is what happens when one company controls so much.

But that doesn't give them the right to treat customers poorly. If I am not mistaken, this thread is about poor customer service.

When you have a problem with your phone service customer service rep, do you rip the phone out of the wall and never receive calls at home anymore? You have no choice but to keep the line.

4:53 pm on Aug 30, 2006 (gmt 0)

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"If I am not mistaken, this thread is about poor customer service."

Yes, but the Google apologists will bring up past comments about completelty other issues and try and discredit your current point.

3:02 pm on Aug 31, 2006 (gmt 0)

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[quuote]Yes, but the Google apologists will bring up past comments about completelty other issues and try and discredit your current point. [/quote]

Goes to the point of credibility, me old son. Yer witness.

3:30 pm on Aug 31, 2006 (gmt 0)

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Irony indeed. I love the notion that people who complain about google being overly concerned with their profits continue to do business with them and fill the hands that are outstretched. Now why would you do business with a company you despise?

Where did I ever say that I despise Google? Your problem is that you consider everyone that has a legitimate complaint, a Google hater. I love Google - I love the money I make with Google. But unlike you - If I see Google doing something unwise with the money I've paid them, I'm not going to bend over and hold out the KY jelly.

And by the way - people do business with companies they despise all of the time. For most of us business IS about money, not love or hate.

Only those that truly respect the emporer, will have the gonads tell him that he doesn't have clothes on.

3:43 pm on Aug 31, 2006 (gmt 0)

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For most of us business IS about money, not love or hate.

For you, and a lot of others on the net, that's true. But successful businesses know that it's about a LOT more than the money -- it's about building good relationships with customers, suppliers, building trust, brand, etc. Luckily all those lead to money, but if you get driven by money and have no other principles, you fail. Enron.

The issue though is that some people claim that everything google does is driven directly by money-grabbing, which isn't really complete.

When someone complains about money-grabbing on google's part, but at the same time says it's all about the money, there's a credibility issue here.

Personally, I don't do business with companies I hate, or have businesses practices with which I disagree, for short term monetary gain. I send them elsewhere. Why? Because if you are in it for the long term, dealing with people you respect is simply good business.

4:01 pm on Aug 31, 2006 (gmt 0)

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Personally, I don't do business with companies I hate, or have businesses practices with which I disagree, for short term monetary gain. I send them elsewhere. Why? Because if you are in it for the long term, dealing with people you respect is simply good business.

I'm sorry, but not ALL successful businesses are like that. Some of us will do business with anyone that will do business with us. Some of the most successful businesses are run by some very unlikable people. I'm not going to turn down business just because I disagree w/ someone. That's too third-gradish for my style.

Could you imagine where Walmart would be today if they only did business with respectable people? LOL

4:07 pm on Aug 31, 2006 (gmt 0)

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Anyways - back to the main topic -

You must admit that there probably isn't another Company in the world that would treat a $50,000 a month customer in this way. They would at least provide phone service.

4:21 pm on Aug 31, 2006 (gmt 0)

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Hi venrooy,

It's obviously a while since you last had to deal with a large retail bank or telco! B^>

Rgds

Damon

4:52 pm on Aug 31, 2006 (gmt 0)

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I'm sorry, but not ALL successful businesses are like that. Some of us will do business with anyone that will do business with us. Some of the most successful businesses are run by some very unlikable people. I'm not going to turn down business just because I disagree w/ someone. That's too third-gradish for my style.

Ahh...when having principles and ethics is considered third-gradish, then, what does it say?

Anyway, we'll see where you are in Aug, 2007 or 2008, because it actually DOES turn out that ethical business practices and principles do tend to make profitable businesses. Did you get QS'ed?

The REAL irony here is that you want google to act in a principled and ethical fashion, but from the above, it sounds like you aren't particularly interested in doing so yourself.

It sounds like you'll "go with anyone" so make sure you put a condom over your business.

5:20 pm on Aug 31, 2006 (gmt 0)

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Anyway, we'll see where you are in Aug, 2007 or 2008, because it actually DOES turn out that ethical business practices and principles do tend to make profitable businesses.

Disagreements have nothing to do with unethical business practices. How do you come up with these over the top links? I've been making money on the internet for a decade (I think I know what I'm doing by now.) - every year more money than the last. My business plan has always been ethical and sound, and has nothing to do with love or hate. Disagreements yes - hate no.

It's obviously a while since you last had to deal with a large retail bank or telco! B^>

I do this quantity of business with my bank - and they'll call me at the drop of a hat if they notice anything unusual. And they'll definitely take a call from me and discuss my account any time I wish. I don't know too many small companies that do $50,000 a month business with their telco, so I can't comment on that one. But I'd be willing to wager that if a company did commit $50,000 a month to their telco, that they'd have a personal representative.

 

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