Contacting Google Adwords
A while back I had a client’s brand new Adwords account get “permanently suspended” within 1 week without ever running a single ad. That’s actually a new record for me!
All joking aside, I had never run into that issue before, especially since I knew there was NOTHING within the campaign that violated any policies of Google. I think the warning gave me 2 reasons – violating terms and conditions and some kind of billing issue.
It took me 2 weeks to get the issue resolved! Google restored the account but never told me what the problem actually was. My guess – an error on their part.
But what’s my real beef with that situation? Getting in touch with anyone at Adwords and getting a STRAIGHT answer out of them was dang near impossible.
< Rant >
If you’ve never had to try and contact Adwords (except for help with account set up), count yourself lucky. For a billion dollar company, Google sure isn’t splurging on Adwords support. And while their “Adwords Help” section is quite extensive – trying to get answers to your unique issue is like pulling teeth.
Sure, they make it look easy – there’s a nice little Contact Us button with a phone, chat and email option – plus a page dedicated to “How do I contact Google Adwords?”
And yet, when I called, I spoke with someone who couldn’t answer a single question I had, and only fed me obviously scripted responses such as “It looks like you may be violating our advertising policies, I will have to look into the matter further.” And “We will look into this and email you.”
And of course, since most of their employees are half way across the world, getting a quick response is not going to happen. Considering how much Google makes, is 24/7 support too much to ask? Waiting 1-2 business days for an email that says “we’re still investigating the matter” isn’t exactly fun when you’ve got a client waiting for an update.
The “Contact Us” via email option has gotten better. It used to be they’d make you read through a ton of help articles before finally landing you on a page with a form you could use. Now you can at least get right to that form via the aforementioned “Contact Google Adwords” page.
I don’t know…maybe I’m crazy – maybe I’m the only one who’s run into this problem. Based on some searches I did at the time of this incident though, I don’t think I’m the only one that would like to knock some sense into Adwords Support.
To be fair, they’ve gotten better. Somewhat. I still think they’ve got a ways to go though.