Email support is ignored.
Phone support is designed so you can't actually speak to a human.
Ads are still showing, but I can't change them...and, of course, I received my latest cookbook/apron a few months back - so obviously (at least I believe) I exist.
Never, in the REAL world, would I continue to deal with a company or supplier with support and service that is this bad.
I'm seriously considering doing a chargeback for the last several months on my credit card - maybe that would get their attention...since they are convinced my account doesn't exist, they should not be continuing to charge me money.
:-)
Hard to believe that it's impossible to get help from a company that I've spent six figures with over the last six or seven years.
Tried that....nothing but recorded messages referring you back to the website, regardless of what option you choose.
Even the option for putting in an account number (I used one from a different adwords account I monitor) still didn't get me to a HUMAN.
By email, they give me a bunch of steps to follow, but I can't get past step one in the system when trying to reset the password - the next screen tells me the username (email) has never existed.
Of course, you can't reply to the email, either...you're sent back to a form with drop down menus, and NO space to describe your problem in detail.
As for 'live chat', I've not even seen that as an option on any page I've been on. (Using Firefox and IE at different times.)
Thanks for the tips so far, guys...something has to work eventually.
The better half seems to have opened a gmail account about 18 months ago, and for some reason THAT (gmail email) has to be used as the username instead of the email we originally signed up with - something that has changed in the last few months, I'm guessing, because I've never had to use the gmail addy to log into adwords before.
Thanks to all who responded previously.
I'm still not real impressed that the first time I ever needed help from them I was unable to actually GET any, and as someone else stated, their phones seem to now be set up to make sure they do NOT have to talk to anyone.
I've come to expect lousy service from most big companies, but with the gazillions they are making I guess I expected a bit more of a personal touch.
In regards of the email switch, there should be no way of switching emails without prior interaction with the user - that is, you should be aware of it.
Long ago, Google did start pushing people use their existing (or create new) Google Accounts which would be associated with the AdWords account. If you already had it (i.e. because of Gmail), at some point you were supposed to get prompted to change your login to your existing Google account.
Was the case that you did not use your account for long time, or it really happened that you've been using your original email to log in every day for seven years, and suddenly (one morning) you could not log in, just like that?
