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Understand Google's advertising policies, including ad approval status and account suspension
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Adwords Specialist Gets Our Account Suspended, Never Got $100 Credit

Explorer ✭ ✭ ☆
# 1
Explorer ✭ ✭ ☆

We're back just want to let some other advertisers out there know how we were treated by two Google employees.

 

On November 4th of 2012, we get an automated email from Google letting us know one of our ad campaigns is suspended due to user safety policy. To make a long story short, due to legitscripts.com it shows our product has a warning letter from the FDA. The owner of the company changed the forumla and removed 1,3-dimethylpentylamine HCL from the ingredients and we are now in comliance with the FDA, unfortunately the FDA doesn't remove the warning letter.

 

We are fine with not being able to advertise the product on Google Adwords due to their user safety policy. What we are not fine with is one of the Adwords specialists told us that our website was in compliance and to enable our ads. In result, 2 days after we enabled our ads we get another account suspension.

 

This is a quote from the email of our Adwords specialist:

 

"as of now your website is in complaint of our AdWords policy so please enable your ads."

 

Once we seen this message, we did as we were told to do by the specialist and now we have 2 warnings on our account because of this. After we got the second warning, we called up and talked to another Adwords Specialist and he was able to tell us within 10 minutes that we were not able to advertise the product on the Adwords program. We are 100% fine to remove the product because we have been doing business with Google for over 4 years and we want to do the ethical thing of following rules and regulations.

 

The new adwords specialist stated in an email and I quote:

 

"Greg,

 
Thank you for calling in today.
 
I need to apologize to you upfront for the messaging you received previously.
 
I noted that [removed adwords specialists name for privacy] received feedback from the team very early this morning so it's possible he is not available yet to convey this information.
 
You cannot advertise this product on Google AdWords.
 
I truly apologize for the mixed messaging you received previously.
 
I'd like to pursue a $100 credit on your behalf. Let me know if you'd accept this given that it's a one time credit and can be used towards future advertising only. If I receive your acceptance, I'll continue pursuing it on my end."
 
We accepted the offer and it's been over 10 days and we still haven't seen the credit hit our account. I've emailed the Adword Specialist 9 times since he offered us the credit with no response.
 
We did everything that we were told to do and we just feel like we are not getting the level of support that we should be getting, especially considering we've spent $14,243.37 since we've been advertising on Google Adwords. No one has given us resolution on the credit, nor have we received a transparent response stating that the second suspension will be removed due to the neligeance of the Adwords Specialist.
 
It would really be nice to get resolution on this case so that we can be on our way to focusing on our other business Leather Lid Inserts. We'd really like to put this in the past and move on but we unable to do that without getting more transparent responses from the Adwords Specilists. It would also be ethical for the second specialist to do what he said he was going to do and give us the credit due to the mixed messaging we received for our account suspension.
 
What's the next step for us to get this resolved?
 
1 Expert replyverified_user

Re: Adwords Specialist Gets Our Account Suspended, Never Got $100 Credit

Explorer ✭ ✭ ☆
# 2
Explorer ✭ ✭ ☆

One more thing, I'd also like to point out that no one in our company is named "Greg" so I'm not sure why they would call us Greg, especially considering the name on the account is my own "Ray"... why would they call me Greg?

Re: Adwords Specialist Gets Our Account Suspended, Never Got $100 Credit

Explorer ✭ ✭ ☆
# 3
Explorer ✭ ✭ ☆

Last thing I promise Smiley Happy

 

If your Doctor told you that you need to start taking iron supplements because your are lacking iron. If your mechanic tells you that you need new spark plugs because your spark plugs are bad and could potentially ruin your engine... You would do what they told you to do based off of their expertise.

 

We were told that our website was good and to enable our ads... we did just that and we get taken advantage of. This isn't ethical business practices.

Re: Adwords Specialist Gets Our Account Suspended, Never Got $100 Credit

Top Contributor
# 4
Top Contributor

 

Hello again leatherlidinser;

If I recall correctly, your issue was discussed in the following thread:

 

https://www.en.adwords-community.com/t5/Ad-Approvals-and-Advertising/Ads-Suspended-Due-To-User-Safet...

 

I cannot comment on the mistake made; since I am NOT with Google. However; as said in the discussion, these types of products cannot be advertised on AdWords. I do understand your frustration, finding similar ads that, apparently, are allowed (to appear for similar products) -  while yours in prohibited. This, I agree, should be investigated by Google. The way to ask for an inquiry is to file a complaint form.

 

-Moshe

 

 

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Adwords Specialist Gets Our Account Suspended, Never Got $100 Credit

Explorer ✭ ✭ ☆
# 5
Explorer ✭ ✭ ☆

"However; as said in the discussion, these types of products cannot be advertised on AdWords."

 

Actually you are wrong, these types of products can be advertised on Google Adwords. The issue of why we can't advertise the products is because it is listed on legitscripts.com as a problematic problem. Which is not accurate because everything has been resolved with the FDA but as we explained the FDA doesn't remove warning letters. When your product starts making over 5 million a year, you will feel our pain, fortunately you are not a business owner so you will never have to experience these issues brought on by false regulations.

 

The issue we're discussing is why Adwords specialists are telling you everything is okay, enable your ads and then your account gets suspended again within a matter of a couple of days. This is not ethically correct. It does however strike me odd that you tend to avoid these types of questions.

Re: Adwords Specialist Gets Our Account Suspended, Never Got $100 Credit

Top Contributor
# 6
Top Contributor

Hello again;

Quote:

>> Actually you are wrong, these types of products can be advertised on Google Adwords.

 

I respectfully disagree with you.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: Adwords Specialist Gets Our Account Suspended, Never Got $100 Credit

Explorer ✭ ✭ ☆
# 7
Explorer ✭ ✭ ☆

You can Disagree with us all day long but you are not basing your opinion on facts and you also do not live in the United States of America, so you have no idea what you are talking about when it comes to regulations brought on by the FDA. Lets get real here pal, you need to focus your efforts on things you are experienced with. YOU ARE NOT A BUSINESS OWNER! GO BACK TO WORKING FOR MONEY AND NOT HAVING MONEY WORK FOR YOU!!!!

Re: Adwords Specialist Gets Our Account Suspended, Never Got $100 Credit

Explorer ✭ ✭ ☆
# 8
Explorer ✭ ✭ ☆

You got a whopping 90 connections on linked in bro, you have no credibility to even offer an opinion. LOL you are something else man.

Re: Adwords Specialist Gets Our Account Suspended, Never Got $100 Cred

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
 

Re: Adwords Specialist Gets Our Account Suspended, Never Got $100 Cred

Explorer ✭ ✭ ☆
# 10
Explorer ✭ ✭ ☆

We have recieved confirmation from Google that these products are allowed to be advertised and that we are currently back to being able to advertise again.