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Google Adwords probably deals with 100's of millions of dollars, maybe even billions, in clicks every month. How can they not have 24 hour support? Thursday I received an email from Capital One that they issued a fraud alert on my credit card and need to verify some transactions. I called Thursday night and found out the transactions in question were from Google Adwords and Netfirms (where I have some domains). I get weekly charges from Google and monthly charges from netfirms. So these are not new to my credit card. Anyway, I tell the Cap One rep that they are good and we are all set - at least that is what I thought. Friday night I take a look at my adwords account and it is showing ZERO impressions and clicks for the day. I go to Google.com and sure enough, my ads are not displaying. No message what so ever in the account. Because I have seen this before, I am assuming Adwords tried to charge my card and because of the alert, it couldnt. Then it waits and tries again in 24 to 48 hours. To add to this, I tried to add a back up card (which works perfectly fine everywhere else) and Adwords wont accept it. I tried to call Google and I got a message that they are open Monday thru Friday 7am to 7pm and to send an email. It is now Saturday morning, and my adwords account is still not serving ads. 1.Google in control of millions of our dollars. The internet is open 24/7. Dont you think they should be open 24/7? 2. I will be losinga lot of money if this does not get fixed until Monday. Who is responsible? Capital One for putting an alert and freezing my account for normal routine charges that I have been getting for years? Google for not taking care of their customer by not having 24/7 support to take care of these issues - maybe retry my card sooner since the fraud alert has been released? Me? | |||||||
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Related keywords: 24by7, account, adwords, customer, google, issues, scillitani, support | |||||||
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4.50 (Excellent) Vote:
October 2007 If you were a large corporation, you would hire a lawyer and sue them both. Then we would all know the answer to your question.
My guess is Google but there is most likely something in the EULA that protects them.  Reply
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5.00 (Excellent) Vote:
October 2007 Try having issues with an account that spends over $10K a day and calling and having to jump through all the voicemail hoops since my Google team are all west coast.
And why should they change? They are making that much money offering the "support" they are now. Why make it better? Why spend the money when they don't have to. Where you gonna go? Yahoo!? (maybe) MSN (ha!, yeah right). I'm sure the bank was looking out for you and I find it hard to believe that there was no alert in Google. No message? Nothing in the alert box in the dashboard? weirdness. Reply
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5.00 (Excellent) Vote:
October 2007 But wait, there is more.... I put on my creative hat and with the help of google editor (thanks Dan), I created a duplicate new account in seconds so at least my ads would run through the weekend in the new account. It's all ready to go, the credit card that is in limbo in the old account goes through this new one fine, but my ads are still not running. Why? because they share the same or similar display url as another ad. YEA, THE AD IN MY OTHER ACCOUNT THAT IS ACTIVE BUT NOT SERVING ADs!!!! I went back to the original account and paused ALL campaigns. Five minutes later, the new account is working perfectly. Same credit card, same ads as old account. The old account is still frozen, but at least I got ads now being served and rev coming in. Unbelievable!!! Reply
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