Adwords Has Horrible Customer Service, Steer Clear if you are thinking about Advertising on Adwords. Go with Yahoo Search Marketing instead.

I have spent thousands with adwords, and was at least minumally satisfied with this service until I had an issue. Once I had an issue googles true colors show through. They take money from you with out fail, but if you ever request a refund or distpute a bill, even something as little as a couple of dollars you will hit their auto response wall from customer service. If I did business this way I would be arrested. Here are a couple of emails back and for between myself and Google to prove my point. Its funny to mention that in this one way relationship with google if you do the slightest thing wrong they will dump you in a second. However they can do no wrong. After all theyre vague and cryptic "Do No Evil" montra only applies to you.... Not to them.

Email Below...

My add/campaign added 1/24/2010> > > (***********) was suppose to only show adds in the > > > columbus metro area, I have had four clicks from outside that area... because the geographic settings did not save when I was setting up the add. PLease refund or credit my account the four clicks that was made outside of my area. I have since went back in and reset the settings and they have saved correctly this time. thanks you.


Googles Response

Hello Charles Thank you for your email. I understand your concern about your campaign accruing 4 clicks from outside Columbus metro area on January 24, 2010 as the campaign did not save the location targeting to this area. However the settings were saved the second time. Therefore, you want a refundor credit for 4 clicks that you accrued from outside the target region. Charles, once you make changes to the location targeting, you willneed to save changes. If this is not done the settings will not be saved Therefore, if the settings are not saved, it is possible that you see clicks from outside Columbus metro area. Your 'My Change History' also shows that location targeting was saved to 'All Countries and Territories' for the first time. Therefore, we are unable to refund you for theclicks that you accrued from outside Columbus metro area. If you have additional questions, please visit our Help Center at http://adwords.google.com/support/aw/, where you'll find answers to many frequently asked questions. We look forward to providing you with themost effective advertising available. Sincerely, Sneha The Google AdWords Team


My Response.....

Do you have any idea how petty this is? I have spent probably 2000 dollars or more with you and you wont refund 7 dollars?, which is obviously outside my business area? There was obviously a mistake...."So do no Evil" and refund my 7 dollars before you lose me as a customer for good. Yahoo also offers Search Marketing. Ive enjoyed the adwords program, but I have to tell you your customer service is just horrible. You can have a rep call me at 614-******** to discuss this further. I expect to be refunded without a song a dance response. thank you

Googles Final response

I apologize for the frustration you are experiencing. I understand youwant a refund for the clicks that you have received from outside your target location. Therefore, you want to speak to a Specialist over thephone. Charles, due to high volume of requests, we are not able to provide our phone support at this time. However, I am happy to address this concernvia email. Regarding the refund, as mentioned in my previous email, we are unable to refund you for the clicks that you have accrued outside region as theseare legitimate clicks because they were accrued when your campaign wastargeted to 'All Countries and Territories.'

I understand your concern about your campaign accruing 4 clicks from outside Columbus metro area on January 24, 2010 as the campaign did not save the location targeting to this area.However the settings were saved the second time. Therefore, you want a refundor> > credit for 4 clicks that you accrued from outside the target region. Charles, once you make changes to the location targeting, you willneed to save changes. If this is not done the settings will not be saved Therefore, if the settings are not saved, it is possible that you see clicks from outside Columbus metro area. Your 'My Change History' also shows that location targeting was saved to 'All Countries and Territories' for the first time. Therefore, we are unable to refund you for theclicks that you accrued from outside Columbus metro area If you have additional questions,

please visit our Help Center at> > http://adwords.google.com/support/aw/, where you'll find answers tomany frequently asked questions.

We look forward to providing you with the most effective advertising available Sincerely,

Sneha The Google AdWords Team