I’m a long time fan but first time caller!
Today, was my first experience with Google customer service. First, I fired off a support email to Google — in hopes to get a live response, instead I got a auto-generated message that explained they received my message and here’s what I should do. It listed a bunch of links to areas in their support forum about questions which may relate to my problem. Stuff I already read and can’t help me!
Then it was difficult as hec trying to find the phone number, after a thorough search I found it on Google support forum 1-866-246-6453. Next I called the number, selected option #2 for Google Adwords support, but only to be told “We cannot help you here, you need to visit Google Support online for help and submit the form — Goodbye!). Everything I already done. I called back and this time hit option #1 to type an extension for a Google employee, I hit 0 —
This is where it starts to heat up! I finally got a voice. Wow! She said “Hello this is Google how may I direct your call?”.
I said, “I need to speak with someone in regards to my Adwords account. I am trying to make a payment using a new credit card account but I am being declined by your system, can someone help and tell me what’s wrong?”
She said, “hold on one sec” — sounding as if I was bothering her, like she was in the middle of something.
She came back probably 10 seconds later and said “Adwords support doesn’t take phone calls, you’ll have to go through the support form online”.
I politely explained, “I’ve already been this route, but doesn’t seem to be helping, I can’t get a live response.”
She said, “Well I’m sorry there’s nothing I can do.”
I said, “Can you transfer me somewhere or to someone that can help?”
She said, “No, there isn’t anything anyone can do.”
This is where I got semi-explosive, I said “What do you mean nothing anyone can do? I said, my ads are currently not displaying and it’s been in this state all weekend, I need my ads to run and need this issue resolved a.s.a.p., what do you mean nothing anyone can do?” I said, “Is this Google, the billion-dollar company and the largest corporation in America, or world for that matter! How is there no one that can help me, are you telling me there is no one in the company who tends to Adwords.”
She fevereshily said, “I’m sorry, nothing I can do. Adwords do not receive calls, all support is done online. There is no one I can transfer you to.”
Some other minor things were discussed in between, but fast forward, I said, “May I talk with your manager?”
She said, “No he doesn’t receive calls.”
I said, “What is your name?”
She said, “I can’t give out that information.”
I said, “Well what is your first name?”
She said, “I can’t give you that.”
I said, “What?” I may have been born at night, but not last night — you can’t sit here and tell me that a receptionist or customer service rep do not give out their first name. I mean that customer service 101, give a name to open up dialogue and good communication. Even Dell, know this!
In any event, the call ended something to the effect — You are a piece of &#!^%
Admittedly, the problem was with my bank, but I decided to go the Google route first, since my card worked with all other accounts I updated. Anyway, it was a lesson to be learned, because I had no idea Google customer service sucked this bad!
Google is better off charging a fee for phone support (that is real and quality) than telling customers there is no phone support for a product most people pour thousands into.
I can’t say I’ll never use Google Adwords again, because it’s a much needed product but it definitely lets me know it’s a “USE AT YOUR OWN RISK” policy. Something I never would have thought from a company with its status. This is another reminder that Google doesn’t care about the people who really make them who they are.
A company as large as Google really should be setting trends in this area and supplying great customer service. Regardless, how you feel about Micorsoft I can almost guarantee Adcenter support would be a better experience. At least Microsoft would tell you that you would need to pay for phone support and have several different package tiers to buy into. Google, just don’t have phone support for Adwords! Shameful.
I’ve had this same problem. Google customer service does suck and it needs a serious overhaul. Being one of the most powerful companies it should already have customer service in place. It’s a real shame.
You should have told her to transfer you to Matt Cutts! :-)