In the past, like 1000s of other publishers, I too had a tough time with Google AdSense support as they never responded to the support requests. Since Google’s AdSense subscriber base is like an ocean, I could imagine their inability to respond to all support requests.

However, when I am a Google PPC advertising (AdWords) customer, I thought, things will be better because you are paying money from your pocket to advertise your business or to meet marketing requirements. But Google proved me wrong again and I now strongly believe that Google has the worst customer support system amongst all big technology/Internet companies.

AdWords problem that I face

As mentioned in my previous post, I have been using AdWords reasonably effectively for a while now. And there’s no doubt that it is by far, probably the only real option to drive huge relevant traffic to your landing pages. However, from time to time, you as an AdWords customer will land up in a lot of trouble such as:

  • Your ads sitting in ‘Pending review’ state for ever before they get approved
  • AdWords suddenly stops serving ads for no visible reasons
  • Once the above situation happens, no matter how many ads you create or modify none of them get approved
  • Your daily budget reached message appears, even when that is not the case (By the way, there are some reasons for this funny problem and that’s listed at their support forums as well)
  • Your account is ‘under review’ forever

Needless to say, because of one or more of the above issues, your time-bound campaigns get stuck.

If you submit a query to Google, more often than not, it doesn’t get any answer. Moreover, the automated support response that you get, cite some funny reasons and will again point you to the standard online resources.

Google’s search business model

Google makes majority of their money via the search advertising methodology that they managed to build to perfection and it’s more like a monopoly. However, what they forget is that, when advertisers pay a lot of money, their issues need to be addressed on priority or else somebody can actually sue them. It is not okay if they point people to forums etc because certain particular issues need to be addressed via live support personnel via email, chat or telephone call support.

Monopoly can sometimes make certain companies arrogant. You never know what kind of turnaround can happen in the future. Probably search advertising may make way for something else that Google doesn’t have control over. Some other technology winner might come up with something else. Imagine the scenario whereby Facebook starts an integrated search engine – millions of Google fans will suddenly move away in that case (I doubt if Yahoo or Microsoft can do that though)

Summary

The point I am trying to drive here is that, Google, despite their leadership in the segment, needs to improve on their support model immediately if they want to sustain their business. Search advertisers need to be helped with their queries with real answers and solutions on a one-to-one basis rather than neglecting them. If not, however big you are, you are going to suffer. I am not sure if their support is good with respect to any of their other paid services, but as per my experience Adwords support sucks and as an AdSense publisher, I had similar bad experience as well.

Happy Googling!

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