However, the last five payments I put in were taking a crazy amount of time to be processed. Not Googles fault I guess.
End result - account suspended. Fair enough.
When the money did go in, it sat there... and sat there. Account still off. Nothing, despite the fact I'm seeing credit.
So I fire off a mail to my rep (who changes every week, but that's another story). A short while later, the account goes back online. No reply though. But all is cool.
However this morning a get an email explaining, in a nice way, how my ads weren't displaying because my quality scores might not be... etc etc. Which had nothing to do with the fact they simply hadn't removed the account suspenion.
And this isn't the first time I've had a moderately patronising reply from a rep, especially where account payment issues are concerned. You don't know the hell we went through to get on pre-pay, I tell you - I was on their backs constantly after two weeks drifted by without any reply to that request.
Sorry, just venting. I like what Adwords does for me, but sometimes the reps aren't exactly fun to deal with.
Anyway... is anyone else experiencing a great delay with pre-pay right now?
Playing psychic budgeting with Adwords makes me grumpy.
I've already seen and used it. For a client based in the Netherlands they asked for a signed paper at the end of the procedure, for a German client they didn't. It just started as with cc.
Sorry this has been a pain-point.
AWA
Though speaking of poking, time to unlease my stress on the Adwords accounts department again...
I had my grumble this morning and got a suggestion that send over the numbers we think are outstanding. I haven't done that yet, though I will.
However as if by magic some of the payments go in again, just a couple of hours after I have a whinge at them.
Ok, so one time like that I can take. But twice now? I don't believe in that much coincidence.
I don’t have a problem if they’ve accidentally not updated my campaign after getting the money or if there was a technical issue – it happens, and I can forgive that – what really ticks me off is the fact no one owns up to it. So here I am once again, left guessing as to why my money didn’t pop up in my account this time.
I do love Adwords, but I oh so loathe their customer support (present company excluded, AWA!).
What's the advantage of prepay?
1. You won't spend money you don't have.
2. Your credit card will never bounce.
3. You will never get a bad credit score.
Remember that paying with a credit card is not very common in many countries. I guess about 90% of payments in Europe are done by cash or bank-transfer.
I do love Adwords, but I oh so loathe their customer support (present company excluded, AWA!)
Well, thanks for that Sclaw, although, really, I should be included in that group - having spent the first three of the past four years on the support teams. ;)
Having posted here on WebmasterWorld for nearly three years, and having been an AdWords support person for many years as well, I can see the AdWords support experience from both sides of the fence - with one result being that I am now infinitely more polite and patient than I used to be when seeking support from busy organizations.
Another result is that I want to make sure that advertiser feedback is heard here at AdWords, and acted upon.
I can assure you that the intent is (and always has been) to provide a smooth and effective experience - and I'm genuinely sorry when I hear that we haven't measured up. Customer support is an authentic passion of mine, and I'll continue to work towards improving your collective experience with our support teams - by passing on your feedback and representing your concerns to the folks who can make a difference.
<end> off topic to original post </end>
AWA
I'll continue to work towards improving your collective experience with our support teams - by passing on your feedback and representing your concerns to the folks who can make a difference.
Exactly why I excluded you. It’s very nice to know that someone is listening with more than a corporate ear, which is clearly what you are doing. If only every company I deal with had someone on a forum responding so candidly!
And of course you’re not directly to blame, as I assume you’re over in the US. I just have to put up with the Irish wing of Google.
So the resolution of the matter seems to be at hand anyway. I complained, and the account has started updating. It’s a pity it came to that but at least it got things motoring. That’s more progress than you get from Yahoo at least!
I suppose ultimately it teaches a lesson about the inflexibility of pre-pay. In the future I’m going to have to try to second-guess the time it’ll take for money to go in, and adjust what I add accordingly. Though perhaps it’s time to drop a credit application in and just let them bill me on post-pay – better them hunting me for cash, than me trying to give it to them.
After having had a good night’s sleep, I can actually see how funny this all is. Never before have I had to chase a company around in order to spend my money with them!
Exactly why I excluded you. It’s very nice to know that someone is listening with more than a corporate ear, which is clearly what you are doing. If only every company I deal with had someone on a forum responding so candidly!
Very kind of you, Sclaw. Thanks.
After having had a good night’s sleep, I can actually see how funny this all is. Never before have I had to chase a company around in order to spend my money with them!
Brilliant. I predict that I'll quote you at least three or four times today. Please trust me that work is underway to smooth out these issues - and your quote will serve to inspire that work. So, thanks for that too. ;)
AWA
