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Terrible adwords customer service

Adwords denys threshold increase despite constant billing

     
12:03 pm on Apr 8, 2011 (gmt 0)

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I wanted to raise the following issue that we have experienced with adwords recently.

We operate in the travel sector so naturally our spend increased in January through to October/September every year.

We have an adwords account that was depleting the 500 threshold pretty much everyday, this resulted in us being billed every other day - which was annoying. So, naturally I imagined this would be a facile support email to google to increase our threshold to a more manageable level. How wrong I was...

We received an email stating they cannot increase the threshold because they have to see evidence of increased spend for three months. They did not bother to look at last years spend for evidence. As you may expect I thought this was poor customer service but accepted that we would have to put up with the extra hassle for a few months.

Yesterday I put in a request for an increased threshold again, having waited three months. At this point in time we were being billed every other day so this was obvious evidence we needed an increase. Naturally I thought Google would agree. How wrong I was...

Same email response..please send us a review in three months. ARGh!

Terrible customer service causing unecessary hassle. I wonder if anyone on here shares the same experience or if adwordsadvisor can help us.
1:11 pm on Apr 8, 2011 (gmt 0)

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Sounds like a good opportunity to try the new free phone support for AdWords: [googleblog.blogspot.com...]

If you do call, please follow-up and let us know what they say.
3:28 pm on Apr 8, 2011 (gmt 0)

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Try applying for invoicing terms? I put all my clients (who qualify) on invoicing as quickly as possible. It's a LOT less hassle, and the statements are better.
3:41 pm on Apr 8, 2011 (gmt 0)

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Thanks for the suggestions guys. I just dont understand what the point of suggesting a threshold can be increased and then not increasing it in our case. Seems like a no brainer.
3:42 pm on Apr 8, 2011 (gmt 0)

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Because on the scale that Google operates, they have no no way to deal with outliers. So you have to stick to policy.
3:52 pm on Apr 8, 2011 (gmt 0)

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Yes netmeg, but the policy states from the first email that we had to wait three months and demonstrate an increased spend. Which we did...getting billed every other day has to be the maximum increased spend. Its very silly all round.