Wednesday, September 10, 2008

Googling Google and Other Google Issues ...

I wonder if Google have noticed that when you type any query with "Google Help Centre" as keywords, it enters a circular abomination of a search.

Google redirects you to "Google Help" search. But when you click one of the links, it simply refreshes the screen with the keywords "Track ASP" (whatever that means) in the Search field.

Google Help is a misnomer, because it is completely not helpful, nor are their support staff, most of which don't have a clue what they are doing.

I have now waited 3 weeks for a reasoned response to the reason why my whole Adwords My Client Center broke down for me:

I've decided to escalate your issue to our technical team, which will perform a thorough investigation to determine the cause of the issue. These investigations can take some time, but I'll contact you to let you know when our specialists have found a resolution.

But after no response for some time, I emailed out of frustration ans here is the response that I received:

First, I would like to inform you that according to your screenshot which shows that there is no password field available and this is exactly the way it is. I apologize for any inconvenience caused due to any mis communication in the help center.
I note that they have since updated their Help Centre documentation on this, but for a while their documentation was completely wrong and they kept sending me incorrect advice. Unfortunately changing it does nothing to help my situation where clients are in limbo and cannot authorize me to manage their accounts.

And Analytics support is just as bad. It confounds me that in order to delete duplicate unused accounts that the delete button is greyed out and that you have to contact support, but then they don't actually tell you how you can contact support and do their best to discourage you. Then when you do manage to contact support through their online form and provide all the necessary information, this trivial issue requires toing and froing of about 10 emails until they understand what you actually want, but still can't manage to do it.

Hopefully Yahoo or someone else realises just how bad Google's service really is. There is a definite market there for any savvy competitor who can provide reasonable support and customer service. Afterall, it is not rocket science. I have no idea why Google decided to make their login systems so complex and convoluted that even they can't get a grip on them ....

No comments: