Two faced Google Support
I believe that today was the first day I ever had a real feel of insecurity towards Google as a company and as a brand.
About 7 days ago I took and passed the AdWords Professional Exam, and patiently waited for the exam results to reflect in my Client Center AdWords Pro tab. Three days had gone by and the system still didn’t recognize that I had passed the exam.
Decided to send the AdWords Professional team an email expressing my concern. The next day I got an email from them asking me to send them the Prometric email that attested that I had passed the exam. I promptly sent the required information and finally got a reply almost two days later telling me that regrettably I would have to take the exam again since the ID that I used to take the exam didn’t belong to me but to one of my clients.
Now, please bare with me…I registered to take the exam through the link “Register for the Exam” I believe in the “Client Center Pro Tab”, that redirected me to the Prometrics website.
When I clicked on the registration form the ID field was already filled in, so I assumed the information was correct and took the exam.
What happened was that for some reason it placed one of my clients AdWords ID in the field and allowed me to carry on the registration.
Even if in theory it was my mistake, because I should rechecked the information before submitting the form, why would I have to pay another 50$ to take an exam that I had already passed just because there was mistake with the account ID in the exam form? Take into account that I have full control over my client’s account, including the email address associated with that account, so I would easily be able to proof that I was the one who took the exam.
This however didn’t help me much, and Google Support promptly congratulated me in passing the exam and told me that regrettably I would have to take it again. Wasn’t that nice?
Decided to give them a call and sort out this nonsense. Surprisingly, or not, there was no Support line to be found. Now, I spend a lot of my own money as well as my client’s on AdWords, and this company isn’t open to helping out when I need them? What if it was a matter that required a fast and urgent intervention, would I have to wait 24 hours for an automated reply from Mr. Googler bot?
I eventually found the Google support line (1.866.246.6453) on the Google SEO Forum and called them.
The employee that attended me was called Ann, and what a difference! I must say I had never experience such a good level os support. She was polite, listen to what I had to say, but best of all, she was Human! Didn’t interact with me in “Bot mode”, and make me feel like I was actually a client.
All I can say is that 8 hours later my problem has been resolved.
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