We recently encountered a peculiar issue and had to contact customer support. The person whoe handled our question was not professional, probably only wanted to mark the case as done as soon as possible and jsut sent us some copy/pasted template reply. Didn’t even take the time to read / listen to what we explained in terms as clear as possible. How can we proceed ? Is there a method to escalate a case to a superior of the person who did not do their job ? Should we open another case and hope someone else will be assigned ?
google-ads-customer-service being unprofessional, only wanting to
mark the case as done, not taking the time to read, nor listen, to what
was being explained, etc., may be reported directly to google:https://support.google.com/google-ads/contact/aw_complaint
if the context related, in any way, to a policy or legal issue,then customer-support will mainly relay what the policy-teams orlegal-teams indicate or allow — which, may be the same similarmessage being selected to be sent over and over and over again,which may certainly sound like a templated reply.
a new case/ticket request may be opened — however, depending onthe issue details, such as policy related issues, then there are only avery limited number of requests allowed.
posting, here in public, more specific details, such as the specific websiteurl being advertised, specific screen-captures of exactly what is being seen,any specific messages seen within the account, any specific messages sent by
google, any specific account history, specific business related details, etc. –minus any personal or private information such as account-id — may sometimesallow other community-members to offer a more specific contact within googlefor the type of issue, or more specific suggestions or possibilities.