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No Action From AdWords Support

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

Hi,

 

I'm new here so I hope this is the right place for help. I've been working with AdWords support for 6 weeks on a single issue with no resolution.

 

My organization received approval for a Google Grants account back in February. We then applied for an Adwords account on May 26th. While we were waiting on the application process our account became a standard commercial account (not sure how) and our ads were appearing in Search Results and we were receiving clicks. When our application was processed it was initially rejected due to confusion with my email address being associated with a previous commercial AdWords account. At this point all ads ceased.

 

Once my email was removed from the commercial account our account was approved. As of this writing, none of our Ads have appeared on Search Results pages. These are the exact same ads that were appearing and getting clicks during the short time period we were a commercial account. I have been working with a Google support person however all I'm receiving is excuses and no actions nor results. I receive two emails per week basically stating "we are waiting for a solution from our specialists". They have been working on "the solution" for 6 weeks with no target date for resolution. In the meantime, my organization is losing valuable resources to help teens combat their addictions.

 

When I ask for this problem to be escalated nothing happens other than an email stating the problem is being escalated. I do not receive follow up emails indicating current status of the escalation nor who is the problem being escalated too nor their authority level.

 

I'm assuming this is not a typical example of AdWords customer support however the lack of follow up and the lack of action is appalling. 6+ weeks to resolve one issue is unacceptable in my experience.

 

How can I get action? Can anyone point me in the right direction? I'm not here to point fingers at anyone, it could be my own organization's incompetence. If that is the case, I need someone from AdWords to tell me so I can address it. I just want the problem solved.

 

Thank you,

Adrian

1 Expert replyverified_user

Re: No Action From AdWords Support

Badged Google Partner
# 2
Badged Google Partner
Hi Adian!

Can you please confirm the status of your ads - Is it Eligible / Under Review / Approved?

You can check status of Ads by navigating to "Ads" Tab

Re: No Action From AdWords Support

Top Contributor
# 3
Top Contributor

Hi @Adrian C

Please let me know if you have had any resolution through AdWords support on this issue.

 

If not, we can provide guidance here in the community and investigate further for you if need be.

 

Re: No Action From AdWords Support

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
Hi Robert!

Thanks for checking in.

The issue has not been resolved and any guidance would be greatly appreciated!

Thanks,
Adrian

Re: No Action From AdWords Support

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi Zippinderpal!

The ads were approved within 12 hours of being submitted and the campaign is turned on. Support's latest response was to increase my geography target from a 25 radius to 50 miles and wait 5 days. I live in Southern California so a 25 mile radius already reaches a very large population. I made the change and the results are still the same, I have not seen one click on my ads.

I suspect there is a breakdown in communication. I try to explain the issue is the ads are not appearing at all. Support's response leads me to believe they think my issue is a performance of the ad itself issue vs a technical issue of not being displayed. We have been going round in circles.

I hope that helps.

Thanks,
Adrian