Writing to Google so far on most issues has been of no real help. I'm sick of the generic replies and the links that go along with it.
Can I somehow get a REAL person from Google to talk to? Where and how do I get a toll free no. from?
I don't get it! Atleast with the 'Chat support', I managed to get some assistance on basic issues..now we don't have that either!
AWA..looking for your help here. We're Google customers spending huge amounts of money on Adwords..I think its only fair to expect a better and more accessible Customer Support!
As for generic replies, Google is not there to build your campaigns for you. It's a self-serve system so the onus is on you to learn the system. They do provide online resources and there are forums such as this one, not to mention guys like me who manage accounts for others. So you won't get a real Google person holding you by the hand and telling you how to build your campaign or doing it for you. The phone and email support is for basic issues.
I'm not even asking for it!I am well verse with that!
"The phone and email support is for basic issues"
Which is exactly my point! What if the issues is beyond 'basic'?
Its not always possible to find your way around such issues easily. It could take ages and I would continue to lose out on business..not because I'm trying to game the system (moreover, I would not want Google to think that I'm trying to do so), not because I don't understand the Google policies, etc but simply because I might actually need Google to understand my issue and then help me to resolve it! And this would never be possible via the email option that we have because as you said..that is for 'very basic' issues.
Its not always possible to find your way around such issues easily. It could take ages and I would continue to lose out on business..not because I'm trying to game the system (moreover, I would not want Google to think that I'm trying to do so), not because I don't understand the Google policies, etc but simply because I might actually need Google to understand my issue and then help me to resolve it! And this would never be possible via the email option that we have because as you said..that is for 'very basic' issues.
*I* don't have such a person either. And I spend a lot of money (on behalf of clients) every month too, plus I'm a GAP. And I've been very vocal about the diminished support options. All I can tell you is that if you have an issue, scream loud and long in every venue you can where you think someone might listen. And if you get the chance to cultivate someone inside Google, do it. It's not fair, and I don't think it's right, actually - but that's the reality.
I'm gonna have to disagree with Lucid here - I hardly ever ask them anything, like once a month maybe, but usually when I do their response is invaluable - they'll also help out with research etc in certain cases
Just to add to this,
We had created one new account a couple of weeks back which had the same credit card details and the company name as the old one. The keywords were down with poor quality scores. We assumed (rather, read up on different places, etc) that this could be because of the fact that we've used the same credit card info and the company name for both these accounts and that Google might consider this as double serving.
So, we went ahead and created another account which was like a couple of days back. The quality scores for this one are down too.
An important thing here is - both accounts(old one and the two new accounts) have ads directing to stand-alone landing pages and both these pages are very similar except for the fact that they have different domain names. The page for the older account is still in Google's index. So could Google be treating this as an issue of DUPLICATE CONTENT by any chance and hence the poor QS? We are now excluding those pages from Google's index through robots.txt. But I guess it would take around 2 weeks for Google to realize this change. Is it? And is it worth doing?
Bigger concern here is that Google does not ban our domain completely for these issues.
Which is why we are really looking for a Google Rep to give us more insights on this. All we want to do is move our campaigns to a new account (not by choice..we have to..we have to part away with an existing established brand in the process) and not appear as if we are double serving or trying to game the system.
What is the best way to go about it? And do you think we can continue to use the same domain?
Google account managers can be extremely useful in many situations.
Technically, managers are assigned on a 'needs' basis; and not on spend. There are huge accounts without reps, and much smaller ones with reps.
The need for a rep depends on what you are trying to accomplish, how complex your account is, etc. I've had accounts where we had standing check-ins with the team. On other accounts, we only used the reps for troubleshooting.
They can be an advocate for your account within Google; and in that aspect, they are invaluable.
Thanks all once again..any further help would be much appreciated ;)
Appears they are phasing out the phone support. Never used the chat support but that may be phased out too. You must use email.
FWIW, I think you will be OK with the duplicate content issue and not get penalized. Google doesn't care about duplicate content as far as PPC is concerned and I think it's a myth in the SEO world.
i hardly ever contact them.
they should give out their fridges for that. :-)
Not sure on this but I think the duplicate accounts may be your big issue here - I'd get this sorted asap as essentially you've violated Google's TOS and they can ban your account for life - when they do this there's basically no recourse with them either - your accounts are shut down, full stop.
