Software

Google Customer Support Report


I have finally resolved a problem that I was having with Google AdWords on behalf of one of my customers. At first, I had an extremely negative experience with Google's Customer Support/Technical Support, and it was not the first time either. Indeed, every time I have had to contact Google for help with AdWords, I came away from the experience angry and frustrated, and typically ended up resolving the problem on my own.

This time was different!

Initially, everything with the interaction went wrong. I had emailed support, and it said that they would take up to 48 hours to respond, which is unacceptable by any standard. And they did indeed take about 45 hours to get back in touch with me. They sent me an email with completely useless instructions. I did not know the proper username, and they sent password reset instructions which I had specifically stated in my email that I could not perform because I did not know the username. I had responded to that email reiterated the problem, and expressing that I was very displeased that they did not seem to have actually read my initial email. They responded with another email, this time telling me that I had a Google Account with the email address I told them I thought I had used. I had explained in both emails that the email address had a Google Account linked to it, but not an AdWords Account. So to receive this response added fuel to my fire. I responded back desparate and pleading for actual support. They replied with the phone number for support. To make things worse, each sequence of emails took nearly 48 hours, not including weekends!

When I first called AdWords Support, I received a voice mail system saying that they were unavailable... at around noon EST! I tried again later.

At that point, a fantastic support representative named Laura answered the phone, after a zero second wait time. Wow! She made all the difference in the world. I barely had to wait for her to retreive the proper information and walk me through linking the Google Account to the AdWords Account (I had previously tried this, but it said that the email address did not have an AdWords Account tied to it). This time it worked, I beleive she had to work some magic on her end to make it happen correctly.

But it gets even better! During the verification process, I entered the email address to be used incorrectly. A little while after my call with Laura had ended, she actually reviewed the account and saw that it looked like I had made a mistake. She promptly emailed me to let me know. Now that's what I call customer service! How many people have actually had a support person take a look at what happened after that phone was hung up, and then helped you out even more? None, I bet.

I have worked technical support over the phone. It is a miserable, thankless job 99% of the time. You have supervisors screaming about ASA (average speed of answer), hold times, prompt ticket closure, average call length, and all of the other metrics that determine their bonus, meanwhile you are at the bottom of the totem pole in terms of compensation with no bonus to speak of. You have 50 people under one manager, so advancement and promotion are unheard of. The company doesn't put any time or effort into training you or furthering your education, and they treat you like a paper towel. It is hard to keep a good attitude under those circumstances. I can't vouch for Google's team, but that's how it has been for everyone else I've ever met in that line of business.

Laura's attitude and the knowledge that she applied to this issue made all of the difference in the world. A few months ago, I asked (in a ZDNet talkback) "even if you were to outsource your email, why would you outsource it to Google? What do they know about outsourcing?" Part of that reaction stemed from all of the problems I had experience with Google Technical/Customer Support. If the next few interaction I have with Google Support are as good as the one I had with Laura, I will publically state that Google Support has changed its ways, and is now ready for prime time.

If it sounds like I'm gushing, I am. It is rare to have a good experience with any kind of support. When it happens, I want everyone to know about it, and share the good news.

I'd love to hear about your experiences with Google Support.

J.Ja

About

Justin James is the Lead Architect for Conigent.

6 comments
DICKMOON
DICKMOON

How do I delete item added to my Google homw page. I asked for a calculatgor and have a tgton of stuff I do not want. RICHARD C MOON E-MAIL DICKMOON@AOL.COM fax 650 508 9324 TELEPHONE 650 595-91937

mschmieder
mschmieder

Here?s my recent experience with Google Adwords. After trying to resolve a problem with Google?s Adwords team via e-mail (none of which were ever answered by Google) I finally found an 800 number for Google Adwords C/S (ever try finding that one???). The rep that answered was very friendly and he promised I'd get an e-mail response by the middle of the following week. That e-mail did come as promised and with a flaming tone to it too (quite offensive really). This is the e-mail: Subject : Re: [#11706xxxx] Google AdWords Date : Mon, 26 Feb 2007 12:32:53 -0800 From : "AdWords Support" Hello Mike, It has come to our attention that your Google AdWords accounts do not comply with our terms of service and advertising policies. As a result, your accounts have been suspended and your ads will no longer run on Google. As noted in our Terms and Conditions, Google reserves the right to terminate advertisements for any reason. To view our Terms and Conditions, please visit https://a! dwords.google.com/select/tsandcsfinder. We appreciate your cooperation. Please note that our Phone Team is unable to resolve the issue with your account. While I understand your frustration, please refrain from repeatedly contacting our team. Thank you for your cooperation. Sincerely, David K The Google AdWords Team I?m an affiliate marketer, I had only one campaign running with Google that seems quite acceptable with the other PPC sites I deal with so what?s the ?your Google AdWords accounts do not comply with our terms of service and advertising policies? issue they?re not giving me an explanation for?. And in regard to the comment ?please refrain from repeatedly contacting our team?, I only called one time then patiently waited for what turned out to be this rude and inappropriate e-mail from a David K. Now I?m going to fine out who ?HIS? boss is!!! See you in the unemployment line Dave? Mike S

roconnell
roconnell

We have been trying to recover the username for a blogger account that was created on the old Blogger in the 'tween period before the Google Blogger came out of Beta. We have sent many emails... we have recevied the reset password email each time despite the fact that what we need is the username. A simple email from a "real" person would probably fix this. A phone call would put me back in the Google fan club. If I could get my hands on a phone number, I'd even wait on hold for an hour rather than wait three weeks for the wrong answer. BTW, give my regards to the folks at TR. They were my client when I was at Blue Dolphin... I've moved on to higher education and am now a full-time professor teaching new media and visual communication. I have fond memories of my trips to Louisville. - ROConnell

Justin James
Justin James

Mike - That is pretty rude indeed. I'm grateful that my experience was not like that at all. Sounds like the phone team simply routed you to have someone send you a really poorly worded canned response... for the hundreds of dollars advertising with Google costs on a monthly basis, you would think that they could put some personal attention into their response, and hire a more polite writer for their canned responses too. J.Ja

Justin James
Justin James

... it was a really long time ago, I do not recall how I got my grubby hands on that phone number. I will say this though, I highly doubt that they will have one for a customer of a free service like Blogger. AdWords is paid, so you get a bit better treatment. J.Ja

Justin James
Justin James

... it was a really long time ago, I do not recall how I got my grubby hands on that phone number. I will say this though, I highly doubt that they will have one for a customer of a free service like Blogger. AdWords is paid, so you get a bit better treatment. J.Ja

Editor's Picks