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Adwords account hacked, Google shrugs

are we getting penalised?

     
3:03 am on Jan 9, 2009 (gmt 0)

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We spend a moderate amount with Google Adwords (in the range of $2500k per month)

In September last year a hacker accessed our account and starting planting content ads linked to a gambling site. Google paused our entire account, and credited the expense back to us. This is understandable

However since making the account ACTIVE again, our ads are still not showing. The keywords state "Budget exceeded" - which is wrong.

The support from Google has been nothing short of terrible. All lip service. Automated responses. I even had to send them a graph from Analytics showing them the massive slide in traffic from Adwords until they believed me that something was wrong. Current status is "referring to manager". We've lost thousands in sales, and Google has lost thousands in revenue. Ads have been down for 3 months.

What I suspect is that our account has got a penalty on it - which I have suggested to them - but no action

We are a B&M business operating for 20 years. We've had an Adwords account for 6 years. We don't even get to talk to a person about it.

Google does not care for or respect their small/medium sized customers.

What am I supposed to do here? I really need our ads showing again

3:04 pm on Jan 9, 2009 (gmt 0)

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Did you actually call them?
3:27 pm on Jan 9, 2009 (gmt 0)

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Did you actually call them?

G does a pretty good job of keeping people from realizing you actually can call them, but I agree, if the op hasn't called them, he/she definitely should. I've always gotten better results via phone than email.

Regardless, the op's issue is a somewhat common one it seems (and becoming a bit too common if you ask me). The level of non-service from G on many fronts and their way of handling things is often incredibly arrogant.

7:47 pm on Jan 10, 2009 (gmt 0)

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1 866 2 google
1:52 am on Jan 12, 2009 (gmt 0)

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Yep they hide the number to call. In Australia they have a receptionist. It's not support; there is nothing.

Does AWA still post here? I would love some advice...

9:27 pm on Jan 12, 2009 (gmt 0)

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Have you tired to open another account until this could be fixed?
11:11 pm on Jan 12, 2009 (gmt 0)

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I suppose I could do that, but it's a lot of work on my behalf that I don't think I should have to do. Also the history of the data is important to us, it would be messy
3:12 pm on Jan 13, 2009 (gmt 0)

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It seems pretty critical to me to have an account rep. I've actually met ours over the years at different events. For us, having the EST office in Ann Arbor has been a boon.
9:11 pm on Jan 14, 2009 (gmt 0)

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Google does not care for or respect their small/medium sized customers - I agree I had a similar situation, the account hadnt been used for about a year then started receiving bills for about 350.

All I got fromG was some nonsense reply, charged teh money back on teh credit card.

12:05 am on Jan 16, 2009 (gmt 0)

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Mine got hacked too. Google should beef the security.
 

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