They have staff meetings once in a long while. Just have to wait until they return.
Mine is responding to emails at least, and supposedly there is a support team still there, but that might mean 1 person.
I've been on hold for an hour.
If their current staffing levels are reduced to a fraction of a typical day due to planned meetings, you'd think they'd communicate that on their message. Otherwise, as a person calling...I have no reason to believe my hold time will be any longer than usual.
Maybe they're discussing what has caused their stock to fall 22 points in the last week.
Hopefully they'll credit me an hour of my time.
Sure Boston, just submit an invoice ;)
Israel
I call this morning 7:15am pst, again within their business hrs and I get the same stupid message.
They have paused all my ads since yesterday at noon as they claim they cannot charge my backup card, even though they are trying to CHARGE AN OLD card. I updated it days ago with a new card and my ads should be running fine. Keeping in mind I talked to someone earlier that day and they assured me everything was fine as it was also declined early in the morning and was told it was all resolved.
INSTEAD, ads are paused and I have lost over $1000 profit already from their stupid "mistake" and this phone issue is only compounding the problem.
Is there a 24hr support line or something for large advertisers that I am missing?
I have left phone message, email and tried back many many times during their business hrs and all I get is that stupid message.
How are they communicating this? Did you receive an email? If so I did not for any of my multiple clients. When I call the main number there is no mention thay staffing levels are any different. Do you call some special number that tells you all this information,,,,because I've heard no communication from Google...Just other people here complaining (and rightly so).
we where sent an email saying they would be at a confrance, and they also phoned us to make sure we got the email, this is my book is "comunicating", but it just dosent make sence for adwords support to make 1,000,000's of phone calls and to send out a mass email's!
i agree that the smaller clients, those without account managers and those who's spend is like $1 a day are getting no help, but you get what you pay for, nothing is free in this world!
I too have an assigned account manager and I won't divulge the spend here...but you only get an account manager for a certain minimum spend - so you see where you are going with this.
That's great that your account manager was proactive about informing you about their schedule this week. Mine failed to inform me, and it appears others' are in the same boat as me.
Looks like you were the lucky one; so I stand by statement and belief that Google did not effectively communicate their
reduced service level this week.
Sorry a tiny bit off topic. What kind of spend do you need for an account manager? It would be nice to have one central person to talk to instead of a new person everytime I call in.
Don't quote me on this as things probably have changed. But in the U.S. the minimum for an account manager was about $15,000 a month. I'm sure it's probably higher now.
