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Grrr … AdWords MCC Treats Me Like Shit!

Apr 9th, 2007 | By | Category: Google AdWords, Google Analytics, Testing & GWO

Google AdWords has a feature called My Client Center. Despite the American spelling of the word “centre” … I quite enjoy that tool.

You see, my life depends on AdWords. Most of my clients pay me to manage their AdWords accounts, maintain their Google Analytics system or test using Google Website Optimizer.

And google knows this, I’m one of the few Google Certified AdWords Consultants in Singapore. So, as you can guess … Google’s advertising, analytics and testing systems pay my bills. And the MCC is the bridge for me to access my plate of food.

But AdWords MCC (my client centre), doesn’t give me the respect I deserve!

I realize that this post is mostly bitching, but I have to point out some of the glaring problems with this great initiative … I hope someone from Google stumbles upon it and forwards this to the MCC development team (it’s probably already on someone’s to-do list … I wish they’d get to it faster)

In no particular order, here are my gripes with the Google AdWords MCC (my client centre)

  • It’s so damn slow!
    I have no idea why it’s much slower than google.com or gmail … but c’mon guys, we’re paying advertisers … atleast speed us up to be as fast as the consumers (we do pay the bills, after all)
  • The stupid, stupid cookie system.
    Every time I leave the system alone in my browser for 5 minutes, it logs me out, and logs me in again … aaargh (Strangely, I have more problems with Firefox than IE)
  • Can’t make cross-account changes.
    It only shows the list of all my clients … doesn’t let me play with campaigns on a cross-account basis. Even MSN adCenter has a feature where I can tag/star my favourite campaigns and play with them as soon as I login … Google, take inspiration … let MCC accounts play with campaigns across accounts.
  • No access to Google Website Optimizer.
    Tom from Google’s WO team assures me they’re working hard on it … but please realize that the most tech savvy WO customers probably have MCC accounts. And for them to logout from MCC and log into a client account to access WO is really painful. This is especially true now that WO’s been made free for all AdWords advertisers.
  • AdWords’ strange billing system.
    Why is the amount charged always different from last month or this month’s bill?? Take a look at this screenshot to understand how confusing Google’s invoicing system is.
  • No desktop version.
    Pathetic integration with the desktop version of the Google AdWords Tool. It was cool in the beginning for marketers to handle accounts online. It’s been 7 years and we’ve now realized that managing it online is a lot more convenient. Please give us the same functionality (multi accounts & Analytics/WO access offline … damn, I’ll pay for it).

Okie, that’s it … back to work. If there was anything here you found interesting, do leave a comment ok?

2 comments
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  1. I would like to see all these applications and tools to be implemented in iPhone. I allready use analytics and adwords in iPhone… I want the rest.

  2. Ad words are absolutly appalling.

    After pre-paying for advertising 10 months after someone set up a fake account in my name(which took a month and a half to resolve) i get this conversation from them……

    *IM SORRY THAT THE MESSAGES ARE BACKWARDS*(thats how they come through on email)

    Okay, firstly, “Support” is the only given contact method for Google Limited. (and is incredibly hard to find!)

    Google Limited is providing a chargeable service and deducting payments from my bank account therefore, “support”, being your only given contact method, can and will answer EVERY question in relation to my account in accordance with UK ‘Distance Selling Regulations’

    1.) I do not know what your ‘decision’ is. I have not been emailed, sent a letter, telephoned, or indeed informed by any means of contact of this ‘decision’.

    2.) You have given no explanation of what this ‘decision’ concerns, or is in relation to. Please can you clarify the meaning.

    3.) You gave me the explanation that my “google account was in violation of the terms of use” and in your emails you seem to imply that i have opened more than one account and that is the reason for suspension (in not so many words) I quote….”your Google AdWords accounts” – Plural “NEXT STEPS – Please refrain from creating additional AdWords accounts, as they will be subject to the same suspension”

    After having a 5 week email conversation with your company, and finally getting the issue of someone creating accounts using my details without my consent resolved, it would appear that your company is suffering from a case of ‘bad administration’ and cant seem to keep your notes filed in the right place!

    4.) “Our support team is unable to provide any further information on this
    matter.” – Then who else is going to provide the information? The information fairies?

    It is in my understanding that Google Limited reserves the right to suspend service, without reason, at anytime. Is this the case when the customer has already made payment for services? I think you will find that if a consumer has already purchased a service, that service must be fulfilled, or the customer refunded, otherwise your are infringing the consumers ‘Statutory Rights’ and breaching the Sale of Goods Act 1979. You only reserve the right to withdraw ADDITIONAL services from the consumer. You will also find that the consumer can in fact refuse a refund and you must undertake the agreed services.

    5.) Do the ‘Specialist Team’ have contact details?

    6.) Why can i not just pick up my telephone and speak to someone like every other company….?

    7.) Your very abrupt emails lack in detail and i see them as almost a waste of time. If you are going to respond to a customer query, at least have the decency to answer their questions, otherwise it is pointless and you might as well just reply with a blank email…..is there a reason you haven’t answered my original question?

    I would like these questions answered as soon as possible, or i will be seeking legal advice.

    Yours Sincerely
    Spike Arthur Patching

    > Date: Wed, 6 Oct 2010 09:10:01 +0000
    > From: adwords-uk@google.com
    > To: spikepatching@hotmail.co.uk
    > Subject: Re: [#699659111] Contact Us
    >
    > Hello Spike,
    >
    > Thanks for your continued patience while I cross-referenced with our
    > Specialist team to re-review your account and have determined that our
    > decision is correct and final. As a result, your account and any related
    > accounts that you may have created have been suspended, and your ads will
    > no longer run on Google.
    >
    > Our support team is unable to provide any further information on this
    > matter.
    >
    > NEXT STEPS
    >
    > – Please refrain from creating additional AdWords accounts, as they will
    > be subject to the same suspension.
    >
    > The AdWords Terms and Conditions state that Google reserves the right to
    > stop running any ads when deemed necessary. You can review these Terms and
    > Conditions here: https://adwords.google.co.uk/select/tsandcsfinder.
    >
    > We appreciate your cooperation and thank you for your understanding.
    >
    > Sincerely,
    >
    > Preeti
    > The Google AdWords UK and Ireland team
    >
    > —————-
    > To access your AdWords account, please log in at
    > https://adwords.google.com
    >
    > Want to learn more about AdWords? Visit the AdWords Online Classroom! Led
    > by AdWords experts, these free online courses cover a variety of topics,
    > all
    > designed to help you get the most from your Google AdWords account:
    > http://adwords.google.com/support/aw/go/courses?hl=en-uk&utm_source=awo&utm_campaign=uk-en-gcm_opefooterongoing&utm_medium=email
    >
    > Google advertising product information, insights and online marketing best
    > practices http://www.google.co.uk/adtoolkit
    >
    > This email and the information it contains are confidential and may be
    > privileged. If you have received this email in error please notify me
    > immediately. You should not copy it for any purpose, or disclose its
    > contents to any other person. Internet communications are not secure and,
    > therefore, Google does not accept legal responsibility for the contents of
    > this message as it has been transmitted over a public network. If you
    > suspect the message may have been intercepted or amended please contact
    > us.
    >
    > EMEA OSO, Google Ireland Ltd. : Registered in Ireland with company number
    > 368047.
    > Gordon House, Barrow Street, Dublin 4, Ireland.
    > ——————————————–
    >
    >
    >
    > Original Message Follows:
    > ————————
    > From: Spike Patching
    > Subject: RE: [#699659111] Contact Us
    > Date: Wed, 6 Oct 2010 07:11:52 +0100
    >
    > >
    > > Why does my account not comply with the terms and conditions?
    > > Please can you clarify?
    > > Below is hardly a good explanation!
    > > I’m disappointed with Google!
    > >
    > > > Date: Wed, 6 Oct 2010 03:54:36 +0000
    > > > From: adwords-uk@google.com
    > > > To: spikepatching@hotmail.co.uk
    > > > Subject: Re: [#699659111] Contact Us
    > > >
    > > > Hello Spike,
    > > >
    > > > Thanks for your email.
    > > >
    > > > After reviewing your account, it has come to our attention that your
    > > > Google AdWords accounts do not comply with our Terms and Conditions.
    > As a
    > > > result, your account and any related accounts that you may have
    > created
    > > > have been suspended, and your ads will no longer run on Google.
    > > >
    > > > As you may recall, the Terms and Conditions to which you agreed to
    > when
    > > > you signed up for AdWords state that Google reserves the right to
    > review
    > > > and stop running any ads when deemed necessary. You can review these
    > Terms
    > > > and Conditions here:
    > https://adwords.google.co.uk/select/tsandcsfinder.
    > > >
    > > > NEXT STEPS
    > > >
    > > > – Please refrain from creating any new accounts, as they will be
    > subject
    > > > to the same suspension.
    > > >
    > > > – For privacy reasons, AdWords Support is unable to provide any
    > additional
    > > > information regarding this account.
    > > >
    > > > Thank you for your understanding and cooperation.
    > > >
    > > > Sincerely,
    > > >
    > > > Preeti
    > > > The Google AdWords UK and Ireland team
    > > >
    > > > —————-
    > > > To access your AdWords account, please log in at
    > > > https://adwords.google.com
    > > >
    > > > Want to learn more about AdWords? Visit the AdWords Online Classroom!
    > Led
    > > > by AdWords experts, these free online courses cover a variety of
    > topics,
    > > > all
    > > > designed to help you get the most from your Google AdWords account:
    > > >
    > http://adwords.google.com/support/aw/go/courses?hl=en-uk&utm_source=awo&utm_campaign=uk-en-gcm_opefooterongoing&utm_medium=email
    > > >
    > > > Google advertising product information, insights and online marketing
    > best
    > > > practices http://www.google.co.uk/adtoolkit
    > > >
    > > > This email and the information it contains are confidential and may be
    > > > privileged. If you have received this email in error please notify me
    > > > immediately. You should not copy it for any purpose, or disclose its
    > > > contents to any other person. Internet communications are not secure
    > and,
    > > > therefore, Google does not accept legal responsibility for the
    > contents of
    > > > this message as it has been transmitted over a public network. If you
    > > > suspect the message may have been intercepted or amended please
    > contact
    > > > us.
    > > >
    > > > EMEA OSO, Google Ireland Ltd. : Registered in Ireland with company
    > number
    > > > 368047.
    > > > Gordon House, Barrow Street, Dublin 4, Ireland.
    > > > ——————————————–
    > > >
    > > >
    > > >
    > > > Original Message Follows:
    > > > ————————
    > > > From: spikepatching@hotmail.co.uk
    > > > Subject: Contact Us
    > > > Date: Tue, 05 Oct 2010 15:54:10 +0000
    > > >
    > > > > Hi, i was just wondering when my ads will be displayed. I had some
    > > > problems
    > > > > with a company who accessed my account and messed it up. I got that
    > > > sorted,
    > > > > but now im running my own campaign and i wanted to know when i will
    > > > start
    > > > > receiving traffic.
    > > > >
    > > > > AWCID: 472-402-6580
    > > > > AutoDetectedBrowser: Firefox 3
    > > > > AutoDetectedOS: Windows XP
    > > > > IssueType: form_r6
    > > > > Language: en
    > > > > Login_Email: admin@bossbuild.co.uk
    > > > > adsl: s
    > > > >
    > > > > displayedAnswer:
    > > > > experiment: 1
    > > > > full_name: spike
    > > > > origin:
    > > > > source: cuf
    > > > >
    > > >
    > >
    >

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