Google customer service in question

[chrislan]

Hello,

I have been a big fan of Google products and the way it has changed the internet since the beginning. But, I am more and more fed up with the way its most faithful customers are treated.

I am desperately trying to contact Google customer service (in Europe), because - since October 2007 - three payments made by banking transfer have never been credited to our Adwords account. We have followed the guidelines and have sent the required documents... in vain. Nobody can be reached by phone and nobody seems to care replying back to our numerous email since they asked for our banking receipts. I am just hoping for a message like "Dear Sir, we have received your receipts and are checking for your payments..." or " we are too busy at the moment, please be patient", but they just don't bother to reply back.

The lost amount is small, because we are a small business and are spending 200-300 Euros by month and I understand big customers get Google attention first and better services. I understand Google is growing exponentially too and maybe they just can't follow the demand.

But, we don't earn millions of dollars like Google and this small amount is important for us. In brief, I feel I am in front of a wall and don't know what else I can do.

[beu]

Welcome to SEW chrislan! Hang in there, maybe someone here can help?

[AussieWebmaster]

try sending a private message to the AdWords Rep here

[chrislan]

Thanks to you both. I am happy Moderators are so friendly with newbies on this forum. I will follow your advice.
Christophe

[Chris Boggs]

Originally Posted by chrislan

Thanks to you both. I am happy Moderators are so friendly with newbies on this forum. I will follow your advice.
Christophe

Quit your whinning! lol just wanted you to know we aren't all friendly. hehe just kidding welcome to the forums and please let us know how your problem ends up being resolved.

[Discovery]

I'll give the benefit of the doubt to Google on this one as dealing with the millions of new customers Google gets each month a few people may get a bit of the run around.

I will say that I have received neither poor nor great Customer Service from Google. Although we have spent well over 7 figures anually with them for the past 6 years or so I have yet to receive one pro-active phone call from an account rep. Have never been asked to be part of a beta and have never been sent a cheap google gift.. sniff sniff, no schwag for Discovery.

Yahoo on the otherhand has gone from Terrible to great.
I had snotty CS pre-panama and now pro-active contacts with a positive attitude offering help, advice and assistance. The free on-site seminar/conferences are a very nice touch and mean a lot.

I hear many others have a great rep from Google and get tons of attention and schwag. I think its because they call every day and pretty much dominate their reps time. (Don't worry, I won't call you out.)

Discovery

[chrislan]

Thanks Discovery for your comment. As I said before, I understand I can't get the same level of attention or technical support you get or big customers get because they spend a lot of money. I love Google and I am absolutely confident the problem will be solved sooner or later. But I consider that trust in business is important. And the way a business deal with your money is one basic requirement of trust. A company like Google which boasts earning millions of dollars must be careful with the way it deals with its customers money. Our payment dates back to october 2007 and january 2008... I think it is not abnormal to ask for feedback from Google !

[Mel66]

Originally Posted by Discovery

I hear many others have a great rep from Google and get tons of attention and schwag. I think its because they call every day and pretty much dominate their reps time. (Don't worry, I won't call you out.)

I'll call myself out. That'd be me. I don't call every day though, only every other day.

Seriously, I've had the opposite experience from Discovery - great service from Google, despite the fact that we are by no means their biggest customer. Yahoo, OTOH, has always given me TERRIBLE service - both at my previous employer and my new one. We can't even get a regular rep at my current agency, despite spending more than enough $$ to warrant one; and I don't think I've gotten a single piece of Y schwag since they were Overture.

I guess it just depends...

[Discovery]

Well now that may just be it 66.

The SE's figure if you're spending that much each month with them then you're obviously turning a decent profit and they dont need to kiss your arse with schwag. A rep is less needed for you because you obviously know what they heck you're doing.

The small account however, gets the schwag and a rep who upsells other services (print, TV, Radio) and big profit makers like Optimizer, HA!

Discovery

[AussieWebmaster]

always had great service from all my reps

[Mel66]

Originally Posted by Discovery

A rep is less needed for you because you obviously know what the heck you're doing.

LOL, penalized yet again for doing a good job! You're probably right. Figures.