I was calling to do discuss how one day this week my IP weblogs showed 4 clicks for a search terms but Google said (and charged me) for 5. There was also another term my IP weblogs showed 2 clicks for a search terms but Google said (and charged me) for 3.
At first he was trying to explain to me all about their search partners, blah blah blah - but I informed him that the only display options we use are searches from Google.com. Then he started suggesting that my webserver may have been down momentarily and did not track these missed clicks - I told him that the website-webserver was not down. Then he got all defensive and said (and I quote) "your site has never been down once?".
A statement-accusation like that is unprofessional and rude - I responded by saying that your website-webservers go down a lot more than more do!
I awaiting a call back from his supervisor, I'm not going to take that rudeness. Like I said, I've always found their demeanor to be very 'Google is never wrong - you must tracking isn't as good as ours'....this was a new level of smugness and defensiveness - completely unprovoked by me.
Just thought I'd share.
I don't know how long you have been interacting with Google, but in the last couple of months (with their stock down 25%)
I've noticed a definite change. As I previously mentioned, it's just always 'we don't make mistakes, our number are right your's must be wrong' - type attitude.
Maybe I'm the only one experiencing this, but I doubt it.
I'm sure that a significant number of the people that G's CSRs have to deal with *are* wrong, stupid and rude. In my personal experience (see thread in Foo!) my rule-of-thumb is 10%, and maybe whoever you speak to on support has had just too many people that day insisting that the moon is made of green cheese AND GOOGLE SHOULD FIX IT NOW OR THE FBI/MOSSAD/QUEEN WILL BE CALLED.
If you spend (say) an hour a day being shouted at by people saying "You cancelled my account but I did nothing wrong!" or the equivalent, then maybe you start trusting your employer more than the callers. It takes more patience than I have not to, for example.
Rgds
Damon
I couldn't disagree more. My experience with the Google reps has been almost 100% positive. When you compare the level of knowledge and professionalism with the Google reps to that which you get at YSM or MSN, they aren't even on the same planet. I would just call back and calmly state your case. Someone there will help you.
Ryan took the words right out of my mouth.
