I’ve always heard people talk about how the support for Google AdWords was mediocre at best. They don’t post a phone number on their site, so I figured that was probably true. I’ve never had many issues with them in the past, so I didn’t really have any need to contact them, until February 17th.
It happened just like that. My AdWords account was hacked and I was left there with charges to a campaign I didn’t create, and even worse was I was left wondering if they found my keywords. The campaign that was created was just a bunch of letters put together.
The max CPC was set at $1.26. All in all I was left with a $207.47 for this fake campaign.
So upon finding that, I immediatly looked for a number to reach AdWords support, but never found one on their site, so I was left having to send them an email. With my experience with other Google services in the past, I figured it would probably take a few days before they got this resolved. After sending the email and being frustrated, I posted a quick message on Twitter.
Ok, so I was $40 off in my post, that’s beside the point. 
14 minutes later, I get this tweet from @AdWordsHelper who wasn’t even following me on Twitter before I posted my frustration.
So I sent him a direct message with a few details and got an email back quickly letting me know the problem was being looked at. I believe the same day he emailed me back to say that they confirmed that my account had been compromised and they were going to issue me a credit. The bummer was that they had to keep my account shut down for a few days while they got things straight, but I knew it was being worked on.
I was pretty happy with my experience with their support. Rarely do you find companies who are proactive in supporting their customers. Most just wait for their customers to come to them before they help out. I’m seeing more companies using Twitter as a way to reach out and make connections with people in a positive way, which leaves the customer happy. Well done Google and other proactive companies out their.
If your not following me on Twitter, make sure to hit me up @drumminlogan.
{ 3 comments }
so, did you get your refund yet?
Yep, they gave me the option of either getting the money back or crediting my account. I had them credit my account for $207.47.
that is nice. is it all back up now?