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Terrible Support Received Today

Top Contributor
# 1
Top Contributor

WoW guys, I just had the worst support ever from Adwords.

 

Client asked me to take a look at some banner ads that they has added to a display campaign.

(14 banners in all correct sizes) and added to different Adgroups.

 

In the UK ad group: 4 dissaproved

In Netherlands group: all approved

In French group: 2 dissaproved

 

All the same ?

 

So I call Adwords and the lady tells me she can't tell me why they were dissaproved as they are still being checked.

 

Could you call me back when you know, yes sure.

 

8 hrs later, I get my call back and its because they are not quite clear enough and a little blurry.

 

Hmm Ok but why are they approved in others ?

 

So I get their designer to start them again, just get them crystal.

 

This afternoon another support guy calls me and says its the phone number in the Ad..... [censored], hang on, you guys told me image resolution. No he says its the number.

 

Okay, but why are some approved and not others?  Oh those will be dissaproved shortly also.

 

So, I lose my rag and quite rightly ask for 1 email from Adwords detailing whats incorrect, not multiple phone calls from different people with their own thumb suck.

 

Guess what ..... 10hrs and counting, No email explaining which guesstimate is correct. Resolution or Tel Number.

 

 

Just having a Rant.

 

 

 

 

 

 

 



Tim Capper, Google My Business Top Contributor
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4 Expert replyverified_user

Re: Terrible Support Received Today

Top Contributor Alumni
# 2
Top Contributor Alumni
They must be outsourcing the help staff again

Re: Terrible Support Received Today

Top Contributor
# 3
Top Contributor
ROFL that tickled me Mike



Tim Capper, Google My Business Top Contributor
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Re: Terrible Support Received Today

Top Contributor
# 4
Top Contributor

@Tim Capper;

The Rep was correct. All ads will be disapproved, sooner or later, depending when "visited" by the ad-but. (Some might "escape the radar")

Check the reason for disapproval. This is the key in understanding the fix.

https://support.google.com/adwords/answer/1704381

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Terrible Support Received Today

Top Contributor
# 5
Top Contributor

Hi @MosheTLV

 

But which one, each one is telling me the other is incorrect.

 

That is why I asked for an email rather then conflicting phone calls and to prevent the designers from unnecessary work.

 

NO message yet..... stellar support.  

 

I don't think GMB's support is even this bad Smiley Happy

 

 

 

 



Tim Capper, Google My Business Top Contributor
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Re: Terrible Support Received Today

Top Contributor
# 6
Top Contributor

@Tim Capper;

Emails on Policy issues are sent only by the reviewer. So unlikely you will get one for  support; (The usually copy/ paste  Policy replies)

Now; on the Policy column, which I linked in my previous reply: what is mentioned as the reason for disapproval?

 

 

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Terrible Support Received Today

Top Contributor
# 7
Top Contributor

Hey @MosheTLV

 

Next to ad and clicking shows : Unclear Content

 

In Email:

 

Unclear content: To keep our ads professional and effective, we don't allow ads that are unclear, confusing, or low quality. Your ad is promoting content that is incomprehensible or does not name the product, service, or entity being promoted. Examples include gibberish ad text, overly generic or vague promotions, blurry image or video ad, blank ads, gibberish landing page content, or animated ads that do not clearly display identifying information such as a product or company name, logo, or display URL on the final static frame (after the animation has ceased). Please edit your ad and ad destination to ensure policy compliance.

 

 

This is why I phoned support.

 

They said it was not a clear image.

 

Then next guy phones and said its not that but phone number.

 

Approved and Running:

 

250x250.gif

 

 

Dissaproved:

 

300x250.gif

 

 

Initially I asked support if it was the URL at the end Image, should "Find out More" be replaced with www FestivalofAntiques com

 

But apparently not

 

One says image is blurred

 

Other says Tel number

 

Both say each other is wrong........ ho hum 

 



Tim Capper, Google My Business Top Contributor
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Re: Terrible Support Received Today

Top Contributor
# 8
Top Contributor
The business name and logo must be shown on the ad. Also "flashing" is not allowed as part of the banner design
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Terrible Support Received Today

Top Contributor
# 9
Top Contributor

Hey @MosheTLV

 

Sorry mate you lost me, flashing, what is that exactly.

 

So business name and logo is on front, do you mean 2nd and 3rd image also.



Tim Capper, Google My Business Top Contributor
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Re: Terrible Support Received Today

[ Edited ]
Top Contributor
# 10
Top Contributor

You must have the company name and logo within the banner. The banner cannot be animated. (Flash or "blink" / "flicker") without clearly show  a business identity.

Remove the "flashing"

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