While anyone in their right mind respects google for their technical advancements, they are FAR from being the golden child in the tech search sector and it is all for one reaon. Customer service and COMMON SENSE when dealing with customers on their adwords program. Their adwords offering has brought the oppurtunity to many small/medium business to get direct visitors. While this is a good thing, the envinonment which google compeltely controls has CRITICAL pieces missing that just happen to benefit themselves greatly and hurt the same advertisers at the same time. Many companies put up with this because they “have to” and literally have no other choice but to do so. Let me emmerate a few points that cause the higher ups in google to cry out in consternation that anyway would dare bad mouth their methods!!
1) Google REFUSES to allow an advertiser to block another advertiser from clicking on your link. Basically if I buy the #1 spot for $10 a click, I don’t want the #2 clicking on my ad everyday to see if anything has changed. #2 isn’t a client, but they cost me a lot of money everyday! PLEASE PLEASE give you users the ability to create and block people clicking on their ads that are just their competitors eating up their add dollars (That go right into Googles pocket by the way). Doing a simply IP check coupled with cookies would eliminate 99% of this people in 3 days. I am not talking about a 24 hour ban on multiple clicks. WE THE PEOPLE need something to block a range of ip – 126.96.36.199/24 (A full class C etc) . I don’t run campaigns with Google anymore for this reason. I was spending about $200,000 a month and about 35K of that went to our competitors (Checking us out) . LET US CONTROL WHO CAN AND CAN’T VISIT OUR PAID ADS!!!! Why can’t/won’t they get this – Because its lost $$$$$ for Google if they do this. Nevermind that the customer will love them and want to advertise more instead of getting pissed off because Google doesn’t think/believe that the customer themselves can resolve any of these problems. We are all a bunch of idiots that need their help to manage our campaign?!?!?! Come on google… Quick forcing us to pay for our competitors clicking on our sites. Let US pick and choose ip ranges to be blocked. How hard is that? Thats what I thought…. Piece of cake… Go on… Jump off your little googleplex chair and do the right thing!!!!
2) Trademarked names problem. Google does the least work in enforcing trademark violation marketing in their index. I owe Bluehost.com and Hostmonster.com (Both Federally trademarked I might add). Because google allows others to buy my trademarked names and preset it as ourselves we literally have to pay out 30-40K a month in “afffiliate” fees just to protect our brand. What does google say/do about this? What do they do when you have ANY problem of any kind at google when you are a customer – Nothing. They explain how their system works, and why it is so much better and then invite you to join their brainless borge cluster of same thinking robots that are adept at doing nothing to help the customer out.
In essense, Google doesn’t care about the customer AT ALL. They only care about their revenue stream and it shows. Even if there are HUGE flaws in the system, if it brings in extra revenue then so be it. We are all being pitted against each other on adwords with no way to put limits on our ads for who sees what ad. Google laughs all the way to the bank. Next time you see one of the adwords google “execs” at a trade show go punch him as hard as you can in the stomach and tell him Matt Heaton said “HI!” That might not work, but I sure would feel a lot better about the whole thing. What say you?
Matt Heaton / President Bluehost.com