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AdWords Double Serving (Advice Needed)

[ Edited ]
Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello - 


I am trying to understand how this competitor is able to serve multiple ads to the same site.  It seems that this is clear double-serving in violation of AdWords policies but nothing has been done despite numerous complaints through the feedback forms.  Please let me know what I may be missing as the following example seems clearcut  (note this is occuring on thousands of keywords).

 

Below is a search for Cook's Illustrated Subscription which has:

 

RESULT #1 from http://www.com-sub.biz via this Landing Page

 

RESULT #2 from http://www.magazinediscountcenter.com via this Landing Page

 

Search fo Cook's Illustrated Subscription 2/10/15

 

  • The landing pages are nearly identical with the only change being that logo for the primary site, MagazineDiscountCenter.com and top navigation buttons show up in the one and not in the other.  
  • Both sites resolve to the same ip address (209.200.32.214)
  • Both sites have the same copyright notice in the footer "© 2014, Magazine Discount Center, Inc. All rights reserved."
  • Links from the com-sub.biz landing page go to magazinediscountcenter.com.
  • Homepages of both sites are identical.

 

http://magazinediscountcenter.com Landing Page

 

 

http://com-sub.biz Landing Page

 

2 Expert replyverified_user

Re: AdWords Double Serving

[ Edited ]
Follower ✭ ☆ ☆
# 2
Follower ✭ ☆ ☆

It is very frustrating. We are dealing with a very similar issue and I wish you luck. It appears very obvious and straight forward to me and looks to be an easy fix. I'm sure a Googler will tell you when you call in that they are working on it and that they will move it to the correct department and then nothing ever happens. The TC's here simply direct you to a form that you've already filled out ad nauseam.

Watch what happens if the site actually gets removed. Nothing will happen at all to the original offending website caught to be in clear violation of policy. After a couple days, a new site with a different url (and probably IP address) will pop up with the exact same ad.

You'll run through the exact same hurdles all for it to happen all over again. Hopefully your experience will be different. To me it would be way easier to actually enforce policy and remove the offending website immediately. A punishment should be made to the original website as well to make them never want to do this again.

I have yet to see a response that can appropriately defend Google's lack of enforcement of policy.

I wish you luck and certainly understand your frustration!



Re: AdWords Double Serving (Advice Needed)

Follower ✭ ☆ ☆
# 3
Follower ✭ ☆ ☆

@MosheTLV : As almost 2 months have past since my original post with no change I am reaching out to for advice on how you think we can address the issue described in the thread above. 

 

At this point:

1. I have reported this to our LCS team multiple times (November 2014)

2. I have reported this using the online tool multiple times over the last 8 months. 

3. I have reported this via chat (where the rep indicated it was clear double serving).

 

I have also provided my LCS team with this sample PDF with addtional examples.  

https://www.dropbox.com/s/3cm4mc22jizoldp/MagazineDiscountCenter%20Examples.pdf?dl=0 

 

ANY suggestions would be appreciated as I am at my wits end and have now convinced myselft that something in their strategy has found a loophole in the AdWords Policies.  

 

Thanks in advance!

Re: AdWords Double Serving

[ Edited ]
Follower ✭ ☆ ☆
# 4
Follower ✭ ☆ ☆

@MosheTLV - I thought I would share the transcript of the chat where Google's own rep aknowledged that the above was a violation of their double serving policies. Any suggestions for next steps?

<Online Specialist>
7:18 AM
I have checked this with my specialist here. As per our policies, we do not allow the above - https://support.google.com/adwordspolicy/answer/6020954?hl=en.
________________________________________
me
7:18 AM
Ok - So if these were my sites you would tell me i was in violation of policy - correct?
________________________________________
<Online Specialist>
7:19 AM
Yes.
________________________________________
me
7:20 AM
Ok - What is a reasonable amount of time it would take your policy team to address a complaint submitted by the link above as I have submitted multiple complaints over the past 4 months?
________________________________________
<Online Specialist>
7:21 AM
I may not be able to provide you time. However, I would request my team to review your complaint on priority.
________________________________________
me
7:22 AM
Ok - that would be helpful. But you are saying it could possibly take many more months to get resolved?
________________________________________
<Online Specialist>
7:26 AM
We truly appreciate your patience while our team work on your complaint. I may not be able to confirm it would take months to resolve. However, I assure you that concerned team will surely take necessary action on your complaint.
Thank you once again to bring this to our notice.
________________________________________
me
7:27 AM
Does it help to submitted multiple complaints to the link provided above.
They are doing this on over 5000 keywords.
should i submit a complaint for each/
?
________________________________________
<Online Specialist>
7:27 AM
One complaint should be fine.
Because, it would be for whole site.
Not for single keywords.
________________________________________
me
7:28 AM
ok. Thank you for you assistance. Is there a point at which i should check back with you?
________________________________________
<Online Specialist>
7:32 AM
Please don't hesitate to reach out to us. You can reach out to us by any of the following options. Chats, Email, Call: https://support.google.com/adwords/answer/8206?hl=en
I may not be able to directly get in touch with you. However, If I am available. I would be more than happy to assist you and any of my colleagues should be able to assist you as they are equally trained.
Is there anything else that I can help you with?

 

*This message has been edited by a Community Manager to remove any personal identifiable information. 

Re: AdWords Double Serving

Community Manager
# 5
Community Manager
Hi Reha,
Thanks for posting to the Community.

I'd like to clarify, that the team that you speak to on the phone, chat or over email do not have the ability to take action on the reports that you make for customers that you feel are gaining an unfair advantage of the ad network.

The Policy Team, who deal with these issues are working daily to work through the overwhelming amount of reports of customers gaining an unfair advantage of the ad network.

Rest assured, this will be investigated.

Kathleen

Re: AdWords Double Serving

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
Hi @KathleenG -

Thanks for responding. I understand that it takes time but....

1. Its now been 7 months since the issue was first reported.
2. If you look at the example I gave - its a beyond obvious case.
3. As an LCS Client this shows that AdWords doesn't even care about its top 1% anymore.*
4. Our spend/business is now down 60% year-over-year as a direct result.

So - Rant aside - how long do you think we should wait before we should no longer "rest assured" that action will be taken? 12 months? 24 months? What is reasonable?

*http://searchengineland.com/google-no-credit-cards-for-large-adwords-customers-210766

Re: AdWords Double Serving

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
@KathleenG

Do you think there is any way that the following two landing pages should be allowed to be advertised simultaneously?
- http://www.cooks-illustrated.com-sub.biz/
- http://www.magazinediscountcenter.com/magazine-subscription/cooks-illustrated.html

Re: AdWords Double Serving

Top Contributor
# 8
Top Contributor

@Reha K;

We cannot allocate the time on the community, to review the details of every single  double serving case.  Checking a double serving (alleged violation)   is a long time consuming process, (to verify the violation) which is beyond our scope.  However, There are several past cases which illustrate the process in which Google handles double serving, and the best way to submit the case,  in order to present the reviewer with all information.  (Looking at  the format you lay out your case, I understand that you did read those.)

 

I understand that this is  frustrating, but they are really overloaded at Policy and I, (for sure Smiley Surprised ) have no power on the time line...

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: AdWords Double Serving

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

@MosheTLV

 

Thanks for taking the time to reply.  I agree that a forum is not the place for Double Serving cases to be adjudicated.  Unfortunately Google's current process leaves to many unknowns for anyone to ever "move on".

 

The problematic math is:

1. Google will not state any time table for a claim to be reviewed. 

2. The complaintant will never be told of the outcome of a review once it happens.

 

The combination of these variable lead to a situation where (assuming the complaintant continues to see ongoing violations) to have no idea if the case is (a) pending review or (b) reviewed and somehow considered acceptable practice.

 

If you look at my original question, I was trying to establish if (b) had occured and if so what I was missing with the case. 

 

The reason I reached out to you was that in reviewing the forums there seemed to be numerous posts* where you you explained why something was not double servering or agreed a violation was clear and escalated the issue within the Google policy team.

 

Thanks, 

-------

https://www.en.adwords-community.com/t5/Ad-Approval-Policy/Competitor-getting-away-with-double-servi...

 

https://www.en.adwords-community.com/t5/Ad-Approval-Policy/Double-serving-again/td-p/364814

 

https://www.en.adwords-community.com/t5/Ad-Approval-Policy/Double-serving-reported-for-weeks-now/td-...

 

https://www.en.adwords-community.com/t5/Ad-Approval-Policy/violation-of-double-serving-policy/td-p/2...

 

 

Re: AdWords Double Serving

Top Contributor
# 10
Top Contributor

@Reha K ;

As the first 2 links you provided show,  double serving has become a more complex issue than a year or two ago.  Advertiser are more sophisticated and are careful  "not to  go over the edge". 

 

Thus, checking a double serving, and verifying all the components to establish a "double  (or I have seen triple and quadruple...) serving" is tough,  and beyond our scope. (And, without checking we, naturally,  cannot escalate). Furthermore, Google asks that double serving is submitted through the process which has been set for that.. 

As I mentioned, the key in submitting  a double serving case, is a clear format, which provides the reviewer with all relevant information (to establish a case)  "at once glance"

 

Here are some examples, which illustrate  how sophisticated "gaining unfair advantage"  (formerly known as "double serving") has become. 

 

https://www.en.adwords-community.com/t5/Ad-Approval-Policy/Would-This-Be-Double-Serving/td-p/431451

 

https://www.en.adwords-community.com/t5/Ad-Approval-Policy/Competitor-Double-Serving/td-p/438974

 

https://www.en.adwords-community.com/t5/Members-lounge/Competitor-Double-Serving-Violations-No-Respo...

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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