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Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Our business was an existing client of Google Adwords, indepedantly.

We were pleased with the results we achieved.

 

We received a call from a Rep of Google Adwords, who is based in the Philliines, on the 4th May 2012, mentioning a new offer for existing clients.

We took on her advice and recreated a new google account to begin the promotional offer promising immediate consultation and adwords engineering.

 

Nothing followed after except for random emails educating us about Google Adwords.

Then on the 15th May, we noticed unusual activity from the Rep on our adwords accounts; Settings were changed, our selected keywords were paused, abundant non relevant keywords were added in replacement, bid prices were changed, etc. This happened thru to the 17th May. Then suddenly, we were billed on the 17th May without prior notice for non relevant results and a drop in our ad placement.

 

We have reverted to local SEO experts in Singapore who have witnessed the screen shots of the account and everyone is puzzled at the service provided by VXI Reps of Google Adwords.

 

We have since cancelled the Rep's administrator access and are seeking an immediate replacement, preferably by a Rep located in Singapore and We have since ordered our Corporate Banker to stop all payments to Google Adwords untill this matter is resolved.

 

Can someone from Google Adwords help us please.

This entire episode has costed us a drastic drop in business enquiries and Google Billings worth SGD$400+ for 2 days of non-sensical work done by VXI on behalf of Google AdWords. 

 

Frustrated,

Aaron d'Almeida

Born2Talk International

Singapore.

4 Expert replyverified_user
1 ACCEPTED SOLUTION

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July 2012

Re: Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

Visitor ✭ ✭ ✭
# 14
Visitor ✭ ✭ ✭

I want to thank everyone who contributed their views and even offered assistance. Much gratitude.

 

I'd like to get straight to it

 

A Google employee, Marcus contacted me after reading this post.

We spoke and he facilitated the conversation very well. He promised to investigate the matter. I was pleased.

within a short period, Mr Marcus reverted with a fair refund into our newly set-up google account.

He also promised to review the 3rd party representation script process to prevent future misrepresentation or slapstick consultation. The matter is resolved thanks to someone's quick thinking to contact me directly to help resolve the matter. so Thank You Mr Marcus Orlitsch.

 

As some have reminded, this is what I've learnt;

Only deal direct with a Google employee when managing your accounts.

There are no such thing as a google promotion for current google clients. If the rep mentions this, report it.

For immediate authentic support, Use this Forum. It's the Best.

 

Aaron d'Almeida

another satisfying experience.

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Re: Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

[ Edited ]
Top Contributor
# 2
Top Contributor

Hi Born2Talk,

 

I am sorry to learn that you have frustration about your experience with the Google AdWords Team. I'd note though that reading between your words makes me think you were aware that the rep was giving you promotional offer. Please learn that the primary purpose of all promotional offers no matter where you get it from is sales increase.

 

I for one am always very cautious about promotional offers and would like to suggest all of you to follow suite. Often times I am really wondering how much my interest can be factored in when the caller's income is solely based on sales commission. Even though I would not mean to say that that is the case with Google and e.g. they will never send you unsolicited mails, I'd stress that caution and extra attention (aka the fine print!) never hurts.

 

Take care,

Lakatos

 

Re: Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

Top Contributor
# 3
Top Contributor
Anyway, will try to get you some help.

Re: Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

Explorer ✭ ☆ ☆
# 4
Explorer ✭ ☆ ☆

Hi there

 

this sounds very odd.

 

If I've read this correctly they asked you to create a new account? And also asked for you to grant admin access for them?

 

An Google Adwords employee will never ask you create a new account for a promotion as there are certain quality scores that are assigned to your account - if you create a new account you lose this.

Also, they can get access to your account through their system so wouldn't ask you to grant them access.

 

From the sound of it I'm sorry to say it looks like a scam.

 

If there were irrelevant keywords in the account, it might be worth checking your adverts to check where they were sending the traffic to. Was it your website or were they sending them elsewhere?

 

I'd get in contact to Google directly (through here is probably best) and hopefully they'll be able to help.

 

I hope you get to the bottom of it.

 

Cheers

Kane

 

 

Re: Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

Explorer ✭ ✭ ☆
# 5
Explorer ✭ ✭ ☆

The new account was most likely needed to be able to redeem a coupon ??

 

I would advice you t o contact Google AdWords by phone:

 

http://support.google.com/adwords/bin/answer.py?hl=en-GB&answer=1385067

Re: Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

Badged Google Partner
# 6
Badged Google Partner

I too do not understand why a Google employee would create a duplicate account?

Were there two accounts running at the same time?

Why create a second account, then go in and make changes to the first account?

 

"everyone is puzzled at the service provided by VXI Reps of Google Adwords." That seems to be the issue. Whether they are "resellers" or not, this is not Google inc. Third party re-sellers, certified partners, qualified individuals, etc. are not Google inc. employees, representing Google in an official capacity.

 

You can call yourself a google adwords rep., account manager, adwords specialist, SEM/SEO specialist, digital marketing solutions expert, sales lead generation rep. - Whatever you want to call yourself. But, there should be a very clear, very broad line drawn between Google inc. and VXI inc, or any other third party management/consultation company. You are paying google for the advertising, you are paying the third party company for management. Stopping payments to google, will only prevent your ads from showing (for any, either, both accounts). Any perfromance, amangement, or consultation related issues have nothing to do with Google, when a third party is involved.

 

Unless I am completely misunderstanding, this third party company is not Google, and the adwords account rep you dealt with is not a Google employee. 

Tom

Re: Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

Top Contributor
# 7
Top Contributor

>> they can get access to your account through their system so wouldn't ask you to grant them access <<

 

Even though they have some level of access to your account, Google reps are not allowed to make changes to it unless you authorize them.

 

>> Then on the 15th May, we noticed unusual activity from the Rep on our adwords accounts; Settings were changed, our selected keywords were paused ... <<

 

This sentence makes me think it may have been Google's Optimization Team. Third party bad guys would have caused more unambiguous damage I guess.

 

http://www.google.com/about/company/facts/locations/

 

Bumper is that Google does not have an office in the Philippines. See above link...Robot LOL

 

Re: Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

Explorer ✭ ✭ ☆
# 8
Explorer ✭ ✭ ☆

But they do have a call center/helpdesk Smiley Happy

 

(all Google employees can by recognised by their Google.com email address as fa as i know , so simply check  who accessed your account)

 

 

Philippines1-800-1-110-12959.00 a.m. - 6.00 p.m.PHTMonday - FridayEngli

Re: Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

[ Edited ]
Top Contributor
# 9
Top Contributor

Though I'm not 100% sure what I think is that Call Center employees don't tweak with or make changes to various items of your account structure, that's only done by authorized folks at the Optimization Team who typically reside at Google offices ... Robot LOL

 

When they did so with a large client account of mine the changes they made to the account did not go live, e.g. the extra keywords they added remained paused. Hence it was my choice whether or not I wanted to accept or reject the changes they made.

Re: Poor Knowledge and Consultation received from Reps of Google AdWords, based in Philippines.

Explorer ✭ ✭ ☆
# 10
Explorer ✭ ✭ ☆

The people at the Dutch Call Center (a third party in Tilburg, not at HC Amsterdam!) operate with a Google.com email address and they do set up campaigns (for starters) and make changes when they think it is appropriate.... could be different for different countries (and different customers Smiley Happy