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I thought I would share a recent experience with you.
At the end of April this year I started a small campaign and noticed immediately that I had a high volume of click thrus from one keyterm but no follow on action.
Reviewing the log files showed that there was only 1 click thru recorded for every 10 from Overture.
I reported this discrepancy to Overture.
Their first response was 'we were unable to find any activity which seemed suspicious' but asked for a copy of the log file.
OK taken 2 weeks but at least moving forward in a positive direction. So I sent them a copy of the log file.
Next response was one month later.
'Our Loss Prevention Team found that there were no invalid clicks.'
Hmmm not good but there is more..
'You previously expressed concern about a sudden increase in traffic. One of the reasons you might be getting more traffic than usual is that Overture partners with numerous meta-search companies and other Web sites.'
Hold on there is something I missed in that last statement. I'm not sure what it is. I'll put my finger on it in a minute.
Oh that's it. Am I stupid or what! I must be a moron. I have been complaining all this time about receiving extra traffic through Overture. Must review all the campaigns using PPC and complain bitterly about the sudden increase in traffic. (DEEP BREATH and Relax)
The email also mentions a tracking URL that can prevent fraudulent click thrus. Customer Service has also mention this when I have spoken to them over the phone. Now I have been using a tracking URL since the days the company was call GOTO. But I'm intrigued. Have I missed an update as my tracking URL only gives an indication of the source but won't spot a fraudulent click thru if it came up behind it and said 'BOO!'. I quickly sent off for the crime preventing URL. The tracking URL with superpowers.
Imagine my disappointment when I received [yoursite.co.uk ]
Anyways back to 'The Mystery of the Fraudulent Click Thrus!'
Extremely unhappy with the latest reply both in content and patronising tone I decide to give it one more try. My email restates the problem, includes the log files, asks them to please consider that I have many years of experience using Overture and states that I am no way surprised with the sudden increase in traffic - in fact I expect this sudden increase.
(Nearly at the end of my story)
I received a reply this morning.
'Our Loss Prevention Team has found xxxx unusual clicks for the period' and 'are issuing a refund'
Hurrah! God is in his heaven and all is well with the world.
OK it taken 2 months, a lot of my time but good will prevail.
WELL DONE ME!
Although I have presented this story in a light hearted manner it present a number of issues that Overture need to seriously look at.
I don't speak directly to Overture often but I see that they have transferred their Customer Service to the UK.
Customer Service
Message to Overture - Do what you have to do to slap the condescending, unhelpful and obstructive attitude out of your British Customer Service. Please don't misunderstand me - the British are renowned for providing awful customer service. I am not suggesting physical violence either.
Your American Customer Service team has a way of being able to say 'That ain't gonna happen' and still make you feel good about it.
Fraudulent Click Thrus
Every new client raises this issue. They don't want us to run this type of campaign. We spend hour persuading them otherwise, reassuring them that Overture has an excellent fraud prevention system. If a problem did occur it will be dealt with quickly and fairly. I guess reassurances are of no use until they are put to the test. SEE ABOVE for my thoughts on this matter.
There is major disquiet regarding recent changes and direction of Overture and other PPC engines. I would like to think that all PPC engines are keen to work in close partnership with our community but I think I very much mistaken.
PS Can Overture please state the account number in all it email correspondence. The case number is about as useful as your Customer Service Team.
