Lack of telephone communication. Google hides behind the catch all of "global pandemic" as to why there is no telephone support, and as to why it takes so long to get an answer to an email, or any help at all.
We created a display ad, and although the Google rep who helped us set it up claims that it is running, there has not been a single impression. He also claimed that all we had to do was email him and he would be able to set up a call. He claimed the ad is running, it is a St.Patrick's Day themed ad, there has not been a single impression, we requested his help. Today is March 11th. How long are we supposed to wait for even one impression? He emailed that the ad is "running" and that Google is too busy "due to the pandemic" to respond in detail or to set up a phone call.
He claims the ad is on "learning phase". How can it be in learning phase when there is not a single impression? What it is learning? This makes no sense whatsoever.
We emailed him for help but got a response about 2 days later about lack of timely response due to - you guessed it - the world wide pandemic. The response was a form letter with an area in the middle where he filled in some concerns we had stated - just so it would not look too much like a form letter. He offer no date for a call, no help, just wait for "learning phase" although there has not been one single impression. Clearly we did something wrong in audeince creation (I suppose, but without further help do not know) here but no help from Google to figure out what.
The previous reps we have encountered in the past couple years on that HATED chat have not been of help and they have twice ruined our conversion rate and sent our cost soaring astronomically. One rep made a change for us, with our permission, that resulted in clicks as high as $50 clicks, higher monthly bill and and lower conversions. Our products sell for about $29.95.
Your company, Google, does not want to speak with its own customers. There is little to no follow up, causing us to have to start at ground zero with every attempt to get help with each new rep. We thought this would change when Paul advised that all we had to do was email him and he could set up a call and provide help, but now he has emailed the world wide pandemic excuse for lack of response to our three emailed pleas for help on our account, sent over the past 2 days, and simply advised us to wait.
We had such high hopes for finally receiving Google help when we came across Paul. He seemed like the answer to our need to knowledgeable, consistent and responsible help. Now even that has failed.
Getting a new rep every time we contact Google has been a deterrent to our ad spend, and loyalty. We hate the chat as it takes forever. Why can't Google just come to the phone like a responsible human being helping another responsible human being.
You hide behind chat and email and then, to add insult to injury, advise us to "contact the community". In other words, you expect your own customers to provide unpaid customer service. Way to go, Google.
We don't know what to do. We give up.'
A very tired, resentful and fed up customer.
Lila Williams
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