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Google Ads support is a freaking JOKE
Hey fellow PPCers,
Everyone knows that the support you get from digital advertising platforms isn’t the best.
But today I had one of my worst experiences ever with a Google Ads support agent via chat.
I basically had an issue with uploading a Customer List as somehow it wouldn’t let me and constantly say that there are formatting errors (which I don’t get as I have used their template and everything).
As always, he asked me to be patient. Then he asked me to describe everything in detail again. Then he asked me to take multiple screenshots of my dashboard and the error message. Then he asked me to wait 10 minutes (which became 20). Then he asked me a couple more, seemingly irrelevant things. I stayed there and delayed my lunch because it was a fairly urgent matter.
THEN, finally, after all these delays and responses, it took WAY more than an hour all in all, he told me, quote, “that I see your inquiry is about Customer Lists, which we have a dedicated team for. Please use this link to contact them.”
The link simply goes to the **generic (!)** ticketing system. Basically their standard support article, the one that I have used to open the chat in the first place.
We have all been there I guess, so not sure why I made this thread in the first place. But what was your most frustrating Google Ads (or PPC) support moment?
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1 Reply
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It’s frustrating every time lately tbh.
They can only deal with very low level support on the chat but it takes an hour to get them to contact the specialists so that they’ll get back to you by email in the next 24 hours (more like 96 hours)… and the answer is “we can’t help you” more often than not.
They go missing for 10-20 minutes at a time, but if you’re not replying within 2 minutes after they send a message, you’re disconnected from the chat… and if you do reply, they’ll just say “thanks for the additional details, please allow me 5-10 minutes to check again” mate it’s a screenshot I know you have targets and you’re talking to 20 customers at the same time but could you not because I’m paying millions for shit support here?
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What support??? Haha
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I was requesting a refund for a client this year and got stuck in a doom loop for like 2 months where reps were just passing me in circles. It was a complicated issue with multiple parts and everyone was so quick to say “there’s another team for that” as soon as they encountered something they weren’t sure about. I had to re-explain the issue a dozen times and would never have gotten any help if I wasn’t extremely vigilant about taking screenshots of my issues. Nobody wanted to take responsibility and there’s zero accountability. Such a joke.
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[“Agency/Management accounts can’t make changes to a linked client account, you need to be an admin user.”](https://i.imgur.com/99JTb83.png) for [30 minutes of arguing, before backtracking](https://i.imgur.com/WjLLqTd.png).
Sir, I’ve been making changes with a management account for a decade or more.
It was so bizarre I screenshotted the whole thing.
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Account managers have little technical knowledge these days, their sole purpose is to get you to spend money by applying recommendations.
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re: your customer list, I find that every time, I have to download the email list, manually open it and save it and it will magically upload OK even though I made 0 changes
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