Insane Lack of Support

[netmeg]

This is me complaining about lack of support again.

I have a client who has a problem with his account. His conversions are taking two to three days to show up in AdWords. (They're showing up as usual in Analytics - it's only AdWords that's way off) This has been the case for several months. There is apparently NO WAY I can get any assistance on this. I was told by someone last time I had support to call the number and give MY id rather than the client id, and I'd be put through. Well every time I try that, the recording says they are unable to talk to me, I have to go visit the support pages. The support pages won't let me even START an inquiry, because even though I'm IN MY GOOGLE ACCOUNT, and I use another tab to start the process, it tells me to sign in. I click on sign in, and I get the same page back again, telling me to sign in.

Seriously, how long can this go on? I can't SELL this horrible service to clients, which is why I haven't been able to convince anyone other than my legacy clients (and new clients whose accounts are screwed up) to try AdWords even with a free $100 voucher. Google just sent me 20 of them last week. I deleted the email.

This is NOT sustainable. It really really isn't.

[buckworks]

We hear ya, Netmeg.

That's not just leaving money on the table, they're not even letting it into the room!

[arizonadude]

Their support algo has determined that that they don't need you so they want you to go away and don't you dare try to bother them again.

[Green_Grass]

A multi billion dollar company can't hire a few extra support engineers? Pathetic stuff.

I guess all the money goes into hiring the phd's and no one left to do any actual work?

The only ones who seem to be active on the adwords side are the LPQ teams that keep blacklisting landing pages using their discretion.

Sorry for the rant.. Needed it.

[netmeg]

It's making me look bad to my clients that I can't get these problems fixed. And I will drop AdWords management entirely rather than allow that to happen.

[g1smd]

I find myself using the "Google is broken" line more and more when explaining crazy results to people. I am not sure they believe me, as it's such a huge technology company. However, it's become much easier to point out that "Big Companies Can Screw Up" now that the iPhone 4 is out. :)

[poster_boy]

Their support algo has determined that that they don't need you so they want you to go away and don't you dare try to bother them again.

Google should add the impact of 'mavens' (a type of epidemic participant via Gladwell's Tipping Point) to their "support algo." Netmeg's influence is not measured just by her client reach, but also expanded by those (like me) that read/follow her updates. She can be a powerful evangelist, as she has been in the past, or an equally powerful detractor, as she's being forced to become.

[arizonadude]

I find myself using the "Google is broken" line more and more when explaining crazy results to people.

I find myself just rolling my eyes and telling them Google is so yesterday when they ask me what's wrong, and they need to try Bing. Most people don't know Bing is MSN so they eat it up and end up liking it better anyway.

[Digmen1]

Yes as companies get bigger and older their support gets worse.

They rely on forums to provide their support.