How Not To Treat A Customer By Google Incorporated
Google has stepped up its role in the recruitment advertising space including hiring a dedicated sales manager and the creation of a presentation to target potential customers. For those of you that were considering using pay per click advertising and aren’t familiar with google and its inner workings let me share a personal experience with you.
As our model and business relies heavily on the search engines to push ads out to reach passive candidates we are a heavy user and that includes financially as well. So that you would think for the amount of money, time and longevity of our relationship that we have had with Google (not withstanding the amount of money that Google has) that we would get quality customer service from an account manager.
Think again. Here are a couple of things you may not know about Google Customer Service.
• No Phone Number To Call
Have you ever tried to call Google? You can’t. They don’t provide one, they don’t want to talk to you, hear your feedback or deal with your problems. Just send money.
• Chat ID Just Installed
To offer some level of customer service Google now offers a chat id. However every time you chat with someone they give you a canned response, they ask you the same questions that you had answered three chat sessions prior and finally the dreaded “we will contact you back shortly” In my case shortly has been a week and counting.
• Minimum Spend
Google does offer an account manager to customers that spend at least $5000.00 per month with them. That means anything below this number you have no direct contact with the company and now your back at the above mentioned points.
• No Managers On Duty
After repeated calls and contact with Google (which by the way takes days to get any type of response) I thought I would speak with a manager. Boy was I wrong. With all the money that Google has I was told repeatedly that their was no manager available to take my call and then I was hung up on.
So in conclusion if you choose to deal with Google than I caution you as to if you ever have to deal with a person, get a question answered or have to correct something with your account because you will be out of luck. It’s amazing how a company can make so much money and still not appreciate a customer or know how to handle customer service.