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Google Account Support – Help with Bad Reps
My account support is dismal right now, to the point of them just not responding for days at a time, even for something as simple as ad disapproval.
We currently have one rep who sounds like she has a million account and just regurgitates the in account suggestions, and some “special” rep who is Mr Uber sales but just points me to the chat support for anytime I have a specific question.
My accounts are currently spending ~$200k / month.
I’m surprised by the poor support, I didn’t have it this bad with any account at my old job. Any tips about how I can get better support? I thought my spend levels would get me something better than this.
Thanks
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5 Replies
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For ad approval always call the Google support hotline. Your reps can’t help with this anyway.
Also almost anyone on this sub is complaining that the support of the reps has gotten way worse in the past months which I experience as well. This seems to be a gobal thing.
There probably was a policy shift by Google where reps get demoted to salespeople who’s job it is to increase adspend and push for any new features regardless wether that aligns with your goals or not.
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Spend is pretty much the only way, in my experience. In the past year I moved roles from an agency with a 500k+ MCC to a much smaller in-house account and the rep support quality change was day and night. It’s really a hindrance, because at this point almost everything I need support-wise is technical or too complicated for my current rep to understand. Like you, I now get regurgitated (if not completely inaccurate) info.
But, to be frank, even the support I was getting with the massive MCC account wasn’t very good. It still took up to weeks to get complicated issues resolved. IMO Google Ads support quality across the board has been degrading pretty steadily over the past 6 years.
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Yeah, you just have to keep bugging them. I had an employee reach out to support because we were using call tracking for call only ads and the ads were disapproved. They had him try 5 different things over two months and I finally stepped in and I will be honest, I lost my shit on the rep. I outlined everything we had already done and said don’t come back to me with these 5 things we’ve already tried, sure as shit he listed one of them. I asked for a supervisor and then asked supervisor for her manager. Finally, the supervisor owned the issue to a resolution and we got the ads approved albeit 3 months after we originally requested help. A part of that was my employee slacking and not staying on top of the issue. Tthe other part was support having to walk through the 5 things “it could be” and no one owning the issue. The same thing happened in another account less than a month after and I submitted a ticket outlining all the issues and even gave them the old support ticket to reference…that issue only took 3 weeks but it took some cussing. I wish I could hear those recordings!
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Google does not want support reps who can think outside the box and give useful information. This was made clear over a year ago. They use overseas support reps who are only capable of repeating the information that was given to them.
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Are you an agency or direct advertiser?
Google just raised the minimums and has stated that they intend to push some direct accounts onto agencies. That should tell you all you need to know.
They’re moving away from offering lower tiers full support.
We just on boarded a guy spending $700K/month and he had some random rep who he spoke to maybe 4x/year. Bing was even worse.
Think of Google as the manufacturer and agencies as distributors.
Apple or Samsung for example doesn’t want or need 15,000 direct relationships. They want a relationship with their top 50-100 who can then service the downstream end users and buyers.
They save billions by cutting off smaller fish from being direct.
How much is service worth? Is it worth while to outsource to an agency or frustrate yourself with what’s been happening? There is no silver bullet to suddenly get better support.
Even if you’re lower tier spend with a superstar support or rep those people will be promoted quickly in my experience.
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