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I've had two account reps that are phenomenal with answering emails/phone calls. I have one technician there who is very quick to look into problems, and see if it can be fixed (or let me know that Overture is actually suppose to be doing that).
With the 'contact us' button in the account, I've had both very good and very bad experiences.
I think Overture has done a very good job over the past year of improving their staff and support.
Sometimes their reps end up taking the brunt of some unhappy advertisers because its a technical issue, and they have to wait for their own tech team to get to the problem before they can give you an answer. From the reps perspective, they might want to help out, but the question is in a que for the techs, and they can't do anything until the issue is resolved. However, they are trying to put on a happy face and do their best with no way of speeding up the process themselves.
I've experienced all and can say the top level support is excellent.
I still think they trump Google. I'm spending 50-100k/month on Google and have an account rep who didn't understand content match. Then again, I think most of us have found out that Google doesn't care about their customers.
I set up my own account before and had bad experience with the automated support...it all depends on your spend.
Dealt with both levels over the last 3 years; prefer the general support assistance.
I often find myself having to explain to them what they should be doing! However there have been times when I have receieved some very helpful staff and therefore I remember their names and ask to speak to them directly!
with them it really seems like it depends entirely on what level advertiser you are.
I think Overture support is completely based on how much you spend.
...it all depends on your spend.
I have to respectfully disagree with the above quotes. I spend no where near the numbers being thrown around/implied in this thread and get excellent customer service at O. Even with my meager monthly I've been kicked right to Executive Services to have issues resolved.
A friend once told me, "You'll catch more flies with honey than vinegar."
I think eWisper is spot-on here.
But at Google we spend even more money and it's practically impossible to get ahold of our rep. I agree with an earlier post in that its easier just to talk to anyone you can get your hands on in customer service if you have a small request. The only problem there is when your a big client they really need to understand whats going on in your account and these other reps are usually clueless.
