Google really doesn't listen!
A friend of mine who manages a BIG PPC account with Google told me the other day (over a beer) that when he sends an enquiry to Google about some random account management issue, if he telephones, there will be a 30% chance? they will actually pick up the phone. It takes on average 5 different conversations to resolve the problem.
So thats? about 15 ‘no contact’ calls to fix an issue.
If he emails, he gets a response between 3 and 12 days. These responses are generally generic, so he usually has to email back and query Google’s response between 2 and 4 times,? which takes another 3 to 12 days to get a reply on per query.
So thats at least 15 days for a useful answer.
BUT… if Google have an outstanding invoice with my buddy, they chase every day and often twice a day. When he responds to the Googler chasing the money, 4 out of 5 times he doesn’t get a reply from his contact. So the other month, he was put on final reminder!
Conslusion: Google have? really bad customer service. But we know that of course.?? 
BTW – Bing do care and believe it or not they do have attentive and helpful customer service staff, I just hope they win more market share!
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1 response so far ↓
1 pantelee // Mar 22, 2011 at
That’s so very true. I used to manage one the biggest travel PPC accounts in Ireland some time ago, and experienced exactly the same thing. Due to the nature of the account (was working agency side) we had a dedicated support team (including optimisation “experts”, business development consultants, etc) at Google. Even so, there were many times (usually when we needed advice them the most) that we got generic or canned answers. Usually we had to chase them around in order to get a proper answer or had to find the answers/workarounds ourselves.
Yahoo “customer service” was non-existent as they either knew nothing about PPC or didn’t bother at all. Funnily enough, as we were running campaigns in Ireland, the UK and the US, no one was taking responsibility and we were usually transferred from Ireland, to the UK and from there to their US operations in order to get some help. Most probably the worst CS ever…
Microsoft/Bing on the other hand offered the friendliest and most reliable service whilst working closely with the big three, which was a nice surprise. They even called you back if they couldn’t provide an answer on the fly, kept calling back until everything was resolved, and sent a short survey about “your experience” after every single ticket opened.
Enough said – Bing wins
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