Hacker News Board Hacker News, browsed like a classic message board
Live data from Hacker News

Make Frontpage of Slashdot, Reddit, Hacker News == Google Disables AdSense

hizook.com

Post reply on HN
Print view View original

81–90 of 164 posts

Re: Make Frontpage of Slashdot, Reddit, Hacker News == Google Disables AdSense

#81

Post by dcurtis »

pg wrote: post #40
patio11 wrote: post #29

Earlier quoted context omitted.

As happy as I am that you're Google's unofficial ombudsman, Matt, you're a big billion dollar company who many of us are intensely reliant on for our businesses. There needs to be a support channel other than "make a PR issue for Google and Matt Cutts will swoop by to save the day". I had a big issue with AdWords earlier this month. Google made it all but impossible for me to reach anyone about it. Earlier this year,…

Though it may not be a complete answer, it is encouraging that people from Google will reply on public forums. You'd never see an Apple employee posting on a thread about someone whose iPhone app had been sitting in the pipeline for months, or a Paypal employee posting on a thread about someone whose account had been summarily frozen.

The difference is that Apple is just being Apple while they try to figure out how to handle the App Store. I'm not saying it is right, but there's a certain intelligence and style behind the way Apple ignores people.

Google, on the other hand, is just incompetent.

(And PayPal is, too, but they seem to be slowly learning.)

Re: Make Frontpage of Slashdot, Reddit, Hacker News == Google Disables AdSense

#82

Post by scott_s »

MattCutts wrote: post #42
patio11 wrote: post #29

Earlier quoted context omitted.

As happy as I am that you're Google's unofficial ombudsman, Matt, you're a big billion dollar company who many of us are intensely reliant on for our businesses. There needs to be a support channel other than "make a PR issue for Google and Matt Cutts will swoop by to save the day". I had a big issue with AdWords earlier this month. Google made it all but impossible for me to reach anyone about it. Earlier this year,…

There is a support channel for appeals, and it sounds like hizook.com submitted an appeal via that channel earlier this week. My guess is that the Google team is already looking into it; I just wanted to let people know that I'd ask the relevant team from my side as well. Given the hundreds of millions of users, tens of millions of webmasters, and many advertisers and publishers that Google interacts with, it would b…

When this many people express frustration with their inability to talk to a person, you have a problem. Your methods aren't working. Sending an email isn't enough; people need feedback to be reassured someone is, in fact, helping them.

Re: Make Frontpage of Slashdot, Reddit, Hacker News == Google Disables AdSense

#83

Post by jacquesm »

Alex3917 wrote: post #73
jacquesm wrote: post #67

Earlier quoted context omitted.

Hi Matt, No offense, but if it takes posting your gripes on HN to get customer support then something is very much broken. The simple fact that a multiple billion dollar company should depend on outside channels for its support cues is very sad imho. Maybe, instead of passing on messages like these pass the general message that Google tech support as perceived from the outside absolutely sucks. I'm not exactly a newb…

We're talking about a website that normally gets 100 page views per day. Are you saying that Google should hire thousands of full-time employees to service customers who each only account for ten or fifteen bucks worth of business a year?

If you can not make it work for sites that have 100 page views per day then you should not accept them. Once you accept them you have to support them.

Re: Make Frontpage of Slashdot, Reddit, Hacker News == Google Disables AdSense

#85

Post by numbchuckskills »

numbchuckskills wrote: post #84

I'm very happy with the support I get from the Google AdSense team...but it sounds like i'm outside the norm....

and by outside the norm I mean someone interacts with me once every quarter or more.

Re: Make Frontpage of Slashdot, Reddit, Hacker News == Google Disables AdSense

#86

Post by gdp »

MattCutts wrote: post #42
patio11 wrote: post #29

Earlier quoted context omitted.

As happy as I am that you're Google's unofficial ombudsman, Matt, you're a big billion dollar company who many of us are intensely reliant on for our businesses. There needs to be a support channel other than "make a PR issue for Google and Matt Cutts will swoop by to save the day". I had a big issue with AdWords earlier this month. Google made it all but impossible for me to reach anyone about it. Earlier this year,…

There is a support channel for appeals, and it sounds like hizook.com submitted an appeal via that channel earlier this week. My guess is that the Google team is already looking into it; I just wanted to let people know that I'd ask the relevant team from my side as well. Given the hundreds of millions of users, tens of millions of webmasters, and many advertisers and publishers that Google interacts with, it would b…

For instances like these, I would happily pay $x per minute to talk to a real person.

A high call charge would prevent random crazies from calling (e.g. "why isn't my website top of the search rankings!?!?"), but would at least give the chance for people for whom Google's service has financial implications the chance to talk to a real person who can get appropriate answers from within the company.

And if random crazies do end up calling it, then maybe that's a new revenue stream for Google?

Re: Make Frontpage of Slashdot, Reddit, Hacker News == Google Disables AdSense

#87

Post by jacquesm »

skolor wrote: post #79
olefoo wrote: post #25

Two points: 1. This is not a problem with Google's Customer Service, it is a problem with their vendor relations. When Google publishes ads on your site, you are selling that space to them. Google is your customer and isn't obligated to tell you a damn thing except that they don't want to buy from you anymore. 2. There is a market opportunity here for an ad network that is willing to find good sites dropped from Goog…

One thing I would like to point out: Going from 100 hits a day to over 10,000 hits a day does NOT look like regular traffic. If anything, it looks more like bot activity than anything, which is definitely against the ToS, and would be plenty reason to shut down your account. I'm not in the position to do so, but if I ran an advertisements, and suddenly saw 100x the regular users hitting the site, I'd be pulling the a…

If you're paying by the click and the clicks are not fraudulent (and the amount of traffic says nothing about it being fraudulent or not) then there is no reason to pull the account if the traffic goes up.

Re: Make Frontpage of Slashdot, Reddit, Hacker News == Google Disables AdSense

#88

Post by Ardit20 »

MattCutts wrote: post #42
patio11 wrote: post #29

Earlier quoted context omitted.

As happy as I am that you're Google's unofficial ombudsman, Matt, you're a big billion dollar company who many of us are intensely reliant on for our businesses. There needs to be a support channel other than "make a PR issue for Google and Matt Cutts will swoop by to save the day". I had a big issue with AdWords earlier this month. Google made it all but impossible for me to reach anyone about it. Earlier this year,…

There is a support channel for appeals, and it sounds like hizook.com submitted an appeal via that channel earlier this week. My guess is that the Google team is already looking into it; I just wanted to let people know that I'd ask the relevant team from my side as well. Given the hundreds of millions of users, tens of millions of webmasters, and many advertisers and publishers that Google interacts with, it would b…

"Given the hundreds of millions of users" - I doubt that anyone who is using Google for search purposes will need to contact customer support.

Tens of millions of webmasters - I would suggest that only a fraction of them would need to call customer support, same with the publishers and advertisers.

Banks also have millions of customers, just when the call center is busy, they are put on hold. I think the best investment that Google cam make right now is not to sacrifice customer service in order to get on with throwing stuff on the wall and see what sticks. Instead, just hire some recent grads to deal with people's issues. How much would that cost, lets say ten grads, 100k a month each, that's 1 million, a drop in the water as far as Google is concerned. The return on this investment on the other hand would be so great as people can then continue loving Google rather than suggest that Google is being evil.

Re: Make Frontpage of Slashdot, Reddit, Hacker News == Google Disables AdSense

#90

Post by Ardit20 »

onreact-com wrote: post #43
DTrejo wrote: post #34

Earlier quoted context omitted.

(Meaning that they have low customer service objectives?)

Yeah. Don't pay people to do customer service is still more profitable than losing a few customers a they are not many search and Adsense/Adwords alternatives that can really compete when it comes to reach.

That's walking a very tight rope as the way you put it sounds very much like monopolistic behavior. I would suggest that it does not make business sense to have the government looking over you as being an evil monster, which, is most probably what will occur if the horror stories continue.
Post reply on HN