Overture Customer Service

Is it just me or they don't have a good customer service?

[yuzifovichy]

I am just wondering what experience other people have with overture customer service. Every time I post a support request, they timely response with a junk reply that doesn’t help much, until I ask the second time.

My last 2 inquiries were about bulk submission and in one reply I was told I need to spend $1000 a month (Gold level) and another reply said 60K a year (platinum level) to bulk-submit. Not even mentioning contradicting replies, I am wondering why, why they don’t want to take bulk submissions from me if I am pretty sure they will carry me into 1k+ a month category from current $600 a month?

[seth_wilde]

I try calling when ever possible. It seems to get a better response than email...

[Mandalay Bay]

I hate Overture. I am a platinum member (borderline Diamond - spent $34000 in last 90 days), and they treat me like crap. They are constantly declining terms (I have about 5000) that they approve for my competitors. Often my competitors have less relevant content than I do. I talked to someone yesterday who told me that they are able to get stuff approved because my account had a "red flag" as an account that gets a lot of terms declined and resubmitts or calls about it. Meanwhile my competitors do not. That's Platinum service? Well, EVERYTHING I submit matches their Guidelines, but it seems that their Guidelines do not even apply accross the board. I mean, come on. Be fair people.

Sorry for the rant. Anyone have any suggestions? Anyone know anyone on the "Inside" at Overture? I am willing to offer bribes.

[jatar_k]

I have to say that I have never had any trouble when calling. Every problem I have had has mostly been fixed in email but when it persists I have called them and they have sorted it out right away.

[werty]

i will also add to the complaints.

i am "diamond level"

today one of the accounts i have "shut down". i email, i call, everyone i need to deal with is in a sales meeting today, that will also be taking place the whole week.

i also get denied listing all the time, and that bugs me. sometimes it asks you to change the description before it will let you submit, and i have just hit submit again and it works. i am not really a fan

it usually tells me i have duplicate words, they are different though. usually a plural.

as for bulk submitting i think you can do it with an excel file. they have a template you can dload and it should be pretty easy to set up and submit.

[heidibear]

I have a love/hate relationship with Overture.

Through the past three years, I have gotten denied for many of the terms my competitors have, but I have been lucky enough to get a rep that works hard to help fight the editors for me. The most important thing I have found to please the Overture editors is "relevant content"...define that as you will. If you make sure that the search term is somewhere on the page the user lands on, there is a good chance the term will get approved.

I tried the arguement about my competitor having the term so why can't I and most of the time I am told it is some kind of grandfather clause.

Before I had a rep, calling in always got me a better response than email ever did. I am not saying to be a pest, but don't settle for a denied term. Call the reps and tell them you want to know what you would have to do to get the term approved. I did this quite a few times and it helped me get denied terms approved with little work.