A quick question - is there a formal complaint procedure for Adwords?
I know there is an Adwords Trademark Complaint Procedure - but what about other types of complaint issues?
The Adwords blog has a place to submit - [adwords.google.com...]
I have a dedicated Account Manager but I'm getting nowhere fast?
It seems that email and phone calls don't work. I wondered if there was a formal system of complaint.
Can you be more specific about what sort of complaint you are referring to? Is it something out-of-the-ordinary?
Under any normal circumstances you would use the methods already discussed here. I do acknowledge that an answer or resolution can take some time - and I would ask for your patience: there are a great many advertisers 'complaining' about a great many other advertisers, for example. ;)
AWA
The ad belongs to a very, very large company - the ads keywords are the second biggest search term in the sector. I have emailed and phoned my account manager about this ad - I have sent screenshot as requested - but the ad is still online.
I have run of out of patience after 41 days ;)
AWA, is there no way of making a formal complaint about this?
AWA, is there no way of making a formal complaint about this?
TravelDog, I know this is not the answer you were hoping to hear, but contacting AdWords support in the ways that have been mentioned in this thread is the way to make a formal complaint. Here are some additional thoughts, though:
My best advice would be to write things up in a way that is very brief yet very thorough. (I do know short is tougher to write than long, by the way, believe me!) I might add, having answered thousands of advertiser emails in my day, that being friendly and polite can not hurt. (I am so much more polite when contacting companies with which I have an issue than I used to be before I started working here, it is astonishing.)
In your email describe what you are seeing that disturbs you, along with a history of this issue - which you have evidently been seeing for some time.
Give the team all the info they would need to track down the ad(s) including a copy/paste or screen shot of the ad(s) the keywords you used to find them and so forth.
Add any compelling details that will help to make the issue clear.
Be sure to do justice to the nuances that you are not able to go into here.
Then, specifically ask that your email be escalated to the most appropriate manager or policy specialist.
Feel free to drop my name if you like - though I don't really have a big enough head to imagine that every support person at Google has even heard of AdWordsAdvisor. ;)
Tell you what - maybe even link to this thread in your email, or quote my post. ;)
I can assure you that policy matters a great deal to us. And, as I mentioned before, there are a great many advertisers who complain about each other from one day to the next. And each complaint takes time to research and resolve - so I would ask for your patience, even though I know a very quick resolution would be much preferred.
I hope that this helps at least a bit.
Regards,
AWA
