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A nice difference between adwords and yahoo

google could learn a few things about customer service

     
12:58 am on Dec 10, 2009 (gmt 0)

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Last week I got the "banned for life" email from google.

I also got an email from yahoo saying my account had been disabled for "editorial issues".

The google email was nasty and accusatory while the yahoo email was matter of fact.

I contacted my yahoo rep and she informed me that yahoo had issues with 3 old campaigns (which had been paused for months). She said to delete them and they'd turn my account back on.

Wow, imagine that! It was easy. Simply delete the offending campaigns and we're back in business. Nothing personal. Nothing insulting. No lifetime ban. Just "fix the problem" and let's move on.

Mind you, I've run the exact same campaigns with adwords and yahoo. I still don't know what I did "wrong" to get "banned for life" from google. I certainly didn't do any of the scammy things they mentioned in their email. In fact, you can't even get hold of a google rep to get help. All you get is a canned cut and paste response.

This reminds me of the "we try harder" slogan from Avis, implying that Hertz is huge, they don't care about you, they don't need you, and you're just lucky they even let you be a customer.

Same thing with google. They're big and awesome and they don't care about us customers. While yahoo and msn "try harder" because they're not the 800 pound gorilla.

Google could learn a thing or two from yahoo. Don't you think?

4:41 am on Dec 10, 2009 (gmt 0)

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I hear you. Its funny, these days Google is reminding me of the attitude of Inktomi when it was on the top of its game. Look at what their arrogance got them.
6:02 am on Dec 10, 2009 (gmt 0)

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yahoo had issues with 3 old campaigns

And the campaigns were about...

4:51 am on Dec 13, 2009 (gmt 0)

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I have all kinds of crazy issues with yahoo over the years, but I could always talk to them. Never a problem. Also with Microsoft. Heck I got my account mysteriously banned when it was inactive and Microsoft did some kind of sweep and banned my account.

I had a rep spend 90 minutes on the phone with me working through it, and ultimately explaining to me what I needed to do.

the problem with Yahoo! and Microsoft is they need to grow the eyeballs. The money will follow. A lot of advertisers only advertise with Google at this point because they have to do it. (Not to mention all those who have been banned.)

The point is though, Google still has the upper-hand because they are the number 1 destination for search.

I am as guilty as anyone. I always use google for search. I am not a victim of the adwords banning, but I am going to stop using google and google products. I also am not going to endorse them in general. People talk about the stuff MS did over the years. They have nothing on Google.

I have seen this same complete lack of understanding of service on both the adsense and adwords side. So I am no longer going to help them with their business. When providing my considered opinion to less informed people I will guide them to other resources when I can.

5:02 am on Dec 15, 2009 (gmt 0)

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I have all kinds of crazy issues with yahoo over the years, but I could always talk to them. Never a problem. Also with Microsoft. Heck I got my account mysteriously banned when it was inactive and Microsoft did some kind of sweep and banned my account.
Maybe they shouldn't have been as tolerant of you as they were.
9:52 am on Dec 22, 2009 (gmt 0)

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I have all kinds of crazy issues with yahoo over the years, but I could always talk to them. Never a problem. Also with Microsoft. Heck I got my account mysteriously banned when it was inactive and Microsoft did some kind of sweep and banned my account.

Maybe they shouldn't have been as tolerant of you as they were.

"crazy issues" does not mean that he did anything "wrong". Yahoo screws up a lot and then blames you for it.

Here are some of the "crazy issues" I've had with yahoo....
- Repeatedly charging me $250+/day on campaigns with $20/day (test) budgets. They blamed me for bidding too high and wouldn't refund me.

- them repeatedly running my ads on days and times when they're scheduled not to run. At least they admitted the mistakes and refunded my money but it keeps happening.

- yahoo sending me threatening emails for running keywords to "irrelevant" landing pages. "Irrelevant" to them was running the kw "car insurance" to landing pages about "auto insurance". Hmmm....seems like the same thing to me but yahoo editorial can be super anal and so they deemed them irrelevant and threatened to ban me if I continued such flagrant violations of their editorial guidelines. (I'm not making this up.)

- There have been other things but the latest one was what I wrote this post about. They shut down my account because there were some PAUSED diet campaigns that hadn't ran in 6 months. They said all diet offers were now banned from advertising on yahoo. Of course this "rule" is not published anywhere and their search results are still full of acai flogs.

I asked my rep about this and she had no answer as to why this supposed new rule was not published anywhere. But they still had no problem threatening that if I "continued" to violate their (secret, unpublished, and selectively enforced) rules they'd shut me down.

Yahoo boggles the mind with it's ineptness and bone-headed decisions sometimes. But the point of this post was that at least I could talk to someone and get it worked and yahoo and we continue to make money with each other. Google won't even talk to you and I guarantee I didn't do any of the fraudulent things they're railing against but I have no remedy and they won't even consider that they may have made a mistake.

Reminds me of a quote from one of my favorite books--"Power vs Force"...

"Truth" is whatever is subjectively convincing at one's current level of perception. At the lower levels of consciousness, propositions are accepted as true even when they're illogical, unfounded, and express tenets neither intellectually provable nor practically demonstratable.

Everyone acts from their own level of "truth" and therefore believes that their actions and decisions are "right". It's this very "rightness" that makes fanatics so dangerous.

-Dr. David R Hawkins

 

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