I’ve been pretty vocal about Google’s complete lack of customer service in the past.
Maybe someone somewhere has started listening to people like me, or maybe the puppy has grown up a bit OR maybe they see it as a way of boosting sales….
For whatever reason(s) Google has just announced that they are making available phone support for their UK and Ireland advertisers.
According to the email I got earlier this evening:
As part of our ongoing efforts to provide you with the best service possible, we are pleased to offer you the opportunity to contact our AdWords specialists by telephone.
They then go on to detail the number, its hours etc.,
I haven’t spoken to anyone in Google’s Adwords team in sometime. The last time I spoke to them was when they cold called us a few months ago – even though we’ve been a client for sometime (about 4 years I think). The person I spoke to on that occassion was very helpful, but the couple of outstanding queries I had about various things were never really dealt with. Ah well….
So what does the introduction of telephone support mean?
Will this mean the death knell for online marketing consultants?
I somehow doubt it, as it will probably be much easier to deal with someone with whom you have an existing relationship, rather than a “number” in a call centre. It may, however, mean that Google has begun to lose some of its cockiness and may actually be ready to deal with customers on a more serious level ie. by providing them with a decent level of service, however I for one won’t be holding my breath.
‘Will this mean the death knell for online marketing consultants?’
I don’t think so – I expect Google to follow the lead they have taken on the Google Analytics site, where they list ‘partners and service providers’ that are able to help with the Google products (for a fee , of course).
Hi, You wouldn’t happen to have that number and available hours etc.
Having endless trouble getting our site unsuspended after several payments!!
Please help
Many, many thanks.
Heidi
GOOGLE CONTACT INFO
650-2530000
GOOGLE ADVERTISING
1866-2466453
(Monday – Friday)
I also had a prob before finding this information. Let me say a TERRIBLE situation. I tried emailing google for support since that there’s no phone number to contact. However, their email team is not responding and it will take them forever to say they got the message and they will go back to you for an answer. That truth there… THE NEVER respond. Sign.
Those are the US numbers, but thanks anyway 🙂
Heidi – I’ll dig out the email with the details – I think it’s on my other PC
You can ask anything to them… they should know the answer. Your most welcome.
Bless – bit more expensive than ringing an Irish number 🙂
What are their phone lines like? I’ve had some “interesting” issues with US companies in the past that seemed to have skimped on their telephone solutions!
What are their opening hours?
Oh I forgot your from UK. My bad hehehe.
GOOGLE ADVERTISING
1-866-2466453
Open: 7am – 7pm PST
monday – friday (6pm)
I called this number just a minute ago to find out if they have a number for UK. Unfortunetly, they dont. But if you want you can give me all the question u want to ask to Google then I’ll just give them a ring. Anyways, Im a little bit bored and doing nothing:)
By the way, their telephone line seems ok to my end today but there are times that it was breaking up badly.
Heidi
Here are the details as promised:
“If you are calling from the UK, please dial: 0845
358 0038, alternatively if you are calling from the
Republic of Ireland, please dial: 1890 94 3980. Then, for
fastest service please follow the instructions below:
1. To expedite your call, press 2 to enter your Customer
ID. This number is located at the top of every page in your
AdWords account, next to your name and email address.
2. Press 3 if you do not have your Customer ID available
and would like to be transferred to the next available
AdWords Specialist.
You can reach our AdWords Specialists by phone Monday,
Wednesday and Thursday, between the hours of 9a.m and 6p.m
and on Tuesday and Friday from 9a.m to 5p.m. ”
Regards
Michele
Hi,
I am very new to this whole area, I set up a blog site then registered my domain name. To date (8 weeks) I am still not up on Google web search. I worked out how to add the adsense code to my site and got it up and running.
Soon after I realised that 90% of the ads were related to child abuse and child abusers registration. I filtered and filtered and even filtered the ads but they kept coming. I should say I run in my spare time a voluntary support service for people suffering stress in the workplace, the establishment of the site was to allow those in need to access information and start to communicate with each other. The adsense ads were really not appropriate to this site.
In communication with the adsense team they asked for a screen shot, I did this and on the screen shot they realised I had indicated on three of twenty pages that I directed people to access “Click” the related ads, I did this to give people a greater chance of find answers. Without warning they e mailed me to say they removed the adsense from my site completly, but if I had another site that I could still use it there, I explained as I had done several times in the past that I was new, that they could keep the money, that I would pay a fine and that my mistake was honest as I suffer with Dyslexia that badly effects me when tired, and as I run the site and support service after work I am normally very tired and this resulted in me not reading the full details of their codes.
Rather than accept my apologies and reasons and that I removed the offending words and took adsense of my site until a dicision could be made, they in turn sent me back a snotty and forceful mail to say you broken the rules you’re out for life.
Now I am trying to contact someone in person or find a business address for their offices in Dublin but its impossible.
Sorry for giving my life story but if you had any insight or advice I would be so grateful.
Kindest Regards
Mark
Mark
Google has a nasty habit of removing adsense accounts with little or no explanation and do not seem to offer any recourse to publishers.
You might be better off trying to monetise your site using other solutions. You may find some of the links and discussions here of use:
http://www.irishwebmasterforum.com/
Regards
Michele
Hi Michele,
Thank you so much for taking the time to get back to me it’s very much appreciated. I have to be honest I have never been so fruatrated with a service like this (and I dealth with Eircom in the past). The particular lady who responded out of the blue was rude and showed no compassion at all.
I will spend the evening reviewing the link you kindly sent.
As I am really dreadful at the whole IT thing I think its the fact of removing the Adsense code from my account and loading something new, as I am still in shock I got this far in the first place.
I wonder should I move to a hosting service and would this take the utter pain out of trying to have a site that will be of benifit to others and something that people can access with the web address? This is an extension to a voluntary service I have run since 2002 in my spare time but would be happy to invest further into having it done properly. Michele, is this something you do as a profession, and if so would you be able to advise me.
Really sorry for the bother and thanks again for your kind support.
Kindest Regards
Mark
Just wanted to say thanks to Michelle! I just used your 0845 number to get through to Google in the UK after days of frustration over email and it worked a treat – thanks again.
Julie
Glad it was of use to you 🙂
Michele
Michelle – you’re a star.
Thanks for that UK/Ireland Adwords support phone number – saved me a lot of time and hassle.
Just for info : I phoned and picked option 3 (unsure of which customer reference required) and they answered almost straight away anyway.
I can not believe it, Google does not even have a telephone support telephone number for AdSense help. My site http://www.mortgagehome.co.uk/ has adsense at the bottom of the page and it earns good revenue but money is a serious business and email is very limiting to communicate with. Yet again Google is making billions and does not care because it can get away with it just like the banks.
I need to talk to a Google techie about transfering my photos from Picasa to Google Photos so they look the same when someone presses the link on my website ……… How do I get to talk to a sympathetic ‘Google’ human? It seems very hard to track down a Google telephone number in Ireland or a Chat/Help line!
Pat
I don’t think Google offer phone support for that kind of thing.
You’d probably be better off trying the various Google groups where users help other users
Michele
Thank you Michele
That Irish number doesn’t work. Could you repost the correct one please?
When I wrote the article the number was correct. I don’t have a more current one.
Michele
Also – the article is nearly 10 years old so I suspect they may have changed how they do things ..
For ADWORDS: I found these numbers…
Ireland 1800 812 558
United Kingdom 0800 169 0409
I couldn’t get the Ireland one to work, but I got the UK one to work… talking to them now.