Instead of prattling on about “Google Slaps”, the AdWords Help Forum Top Contributors did something to improve AdWords for all users, this week. We went on strike. We refused to answer some or all questions posed on the AdWords Help Forum, until Google addressed a badly handled customer service problem – the newly important “account review”. Details of that problem in a previous post (“Google Angers AdWords Top Contributors“).
We posted at length in the private discussion area – for Top Contributors and Google’s own AdWordsPro staff. We even posted in the invitation-only “Google Clubhouse” to solicit support from other Top Contributors.
Rapid Response
Google went quiet on us for a day or so. And then came back with a changed response to new advertisers, and changes to the way in which advertisers will get messages and support. And it is now already working. We’re seeing very few questions in the user to user forum about new account signup. It appears that Google is now handling that with Customer Service reps.
I had a good conversation with an AdWordsPro, who indicated that the protest had been taken to very senior levels of Google’s management, some of whom were unaware of what was happening, how and why. She also indicated that we will see less confusing messaging about editorial reviews (coming up in the AdWords 3 user interface) and account reviews. There’s some other things that I can’t or won’t talk about, until I’ve had some discussions with some other Googlers – such as the guy in charge of account reviews.
I couldn’t be happier with Google’s response. They’ve taken an issue that was seriously annoying to advertisers, and they appear to be handling that better. The user to user forum is a nicer place to be, with questions that can be answered by volunteers. We may be getting fewer misleading diagnostic error messages in the AdWords UI. There may even be changes in the way that optimisations are offered to clients of agencies… eventually. And some better understanding of account reviews. And various other bits’nbobs.
A win for Google, for the AdWords Help Forum Top Contributors and, most importantly, a win for advertisers with better messaging.
Mike Poserina wrote,
It’s refreshing to know that Google still knows that they work for us, not the other way around.
‘A little revolution now and then is a good thing.’
Keep up the good work.
Link | March 13th, 2009 at 5:08 pm
Jeremy Chatfield wrote,
Hi Mike – thanks for your comment. I’m monitoring the forum. We’re still seeing a fair number of “account review” inquiries, but nothing like the original volume.
Link | March 14th, 2009 at 12:37 pm
Jeremy Chatfield wrote,
The noise volume is creeping up. About 70% of the top 40 questions this morning are about Google Internal Status.
Link | March 18th, 2009 at 7:27 pm
Jeremy Chatfield wrote,
AdWords Help Forum Weather Report: 25% today – skies clearing, possibly even sunny. Relatively few users look misdirected today. Google’s changes appear to be gradually having an impact.
Link | March 19th, 2009 at 12:08 pm
Jeremy Chatfield wrote,
AdWords Help Forum Weather Report: 35% today. Some long term issues present, a few new issues coming up out of the noise.
See my Twitter feed for a daily update.
Link | March 21st, 2009 at 10:55 am
Martha Jarvis wrote,
I am new and just started last week and when I started my ads after a couple of days, my ads started generating clicks and the nine groups were in positions of 3.0, 6.5, 2.0, 5.6, 7.0, 6.1 and 5.0. I went in and made some changes to all
groups and waited a couple of days for review,
but not it has been over 3 day and I am vey upset at the things I am reading. Please let me know
what the poblem is with my Campaign 1.
Thank you, Martha
Link | March 31st, 2009 at 8:03 pm
Jeremy Chatfield wrote,
Hi Martha – I can’t see your account. We’re not Google. If you were a client, then I would be able to see your campaigns. However, I can make some guesses, based on experience.
It is normal for adverts to take some time after they have been changed. A change is really a “delete” and a “submit new”. Google always used to cite a typical five working day maximum for editorial review completion of new adverts.
See the two year old article about avoiding editorial review delays. Google doesn’t advise on best practice – so users can suffer from days of zero-advertising. There is no externally visible prediction for when adverts will complete review. Your adverts could complete before I write a reply to you. In extreme cases, they may still be waiting after weeks.
I have recently asked for some client adverts to be reviewed as an “expedited review”. Before the account became a client, they had created new adverts. These had been stuck since approximately 23d February – approximately four weeks – and were approved in one business day. On the other hand, we also have clients with tens to hundreds of new adverts per day, whose adverts are still being reviewed rapidly and without needing to request expedited reviews. The mechanisms are still working, but appear slightly more erratic at present, for some advertisers.
Link | March 31st, 2009 at 10:54 pm
Julian Lewis wrote,
I was trying to find out if there was something I could do to make changes in my CTR. I have what is suppose to be the best preforming ADS and keywords, for the niche, but I have recieved 2 sales and 1 was myself testing the process. What do I need to do, anyone.
Link | April 6th, 2009 at 8:20 pm
Tony wrote,
Sad to say but nothing has been improved. In the past few months more and more people are now stuck with “under review” problems. Web is full of complaints like this with people waiting for weeks for approvals. I created a new landing page with new ad group and my ads have been waiting for 4 (business) days now… My account is not new (in past few years i have spent about $17k). And there’s nobody to contact with (the email I sent to the “black box” 2 days ago is still unanswered)…
Link | July 24th, 2009 at 10:35 pm
mark7626 wrote,
I don’t have much time to write what i would like to write but to be brief here i know for a fact that adwords is about the worst service if you want to call it that, i have ever used. They should provide some kind of help for all the money that they steal from customers. I have been charged for invalid clicks i tried to get help for weeks i wasted so much of my time i wont even say cause it’s imbarasing, its impossible to get any help!, They must like ripping people off too in order to continue such a bad customer support program for adword service. I am sick of trying to read their lousy and pathetic help forums and other peoples problems trying to see if i can solve my own! If they want to continue to rip people off don’t you think they should at least give a little rip off support!!!!
Link | June 17th, 2010 at 10:51 am