I recently had cause to deal with the customer service departments at both Google Adwords and Overture. I’ve dealt with each in the past before as well, but never at the same time before.
Anyways, I got such a different experience from each of them that I thought it worth mentioning.
First off, the issue at hand was the fact that part way through the year, I changed the name of my company. Right now I’m in the process of collecting all my receipts for the accountant, and I wanted some invoices and the like from each of these companies. Part of the issue was the fact that I had changed names though – I wanted invoices for each of the names for their respective part of the year.
Anyways, I contacted both of them via email, through my admin panel on January 13th. Yesterday, the 19th, I received this from Google:
Hello Jonathan, Thank you for your email. I understand you want to change the company name on your invoices back to August 2008. I am sorry but we will not be able to do this. I apologize for any inconvenience this may cause you.
Then there was the standard please visit our help desk etc. etc.
So it took them nearly a week to tell me to stuff it. Okay, well I guess that’s pretty well expected from Big G.
How did Yahoo/Overture handle this? Remarkably different.
January 14th I got a call from a fellow named Justin. He was following up, letting me know he’d emailed me the things I needed. I thanked him, and as I got off the phone I went over to my computer to find this waiting:
It was a pleasure speaking on the phone with you today. As you requested, here is a receipt of all your 2008 Yahoo! Search Marketing charges.
Then there was the standard etc etc. Attached were two spreadsheets with pretty much what I was looking for. I actually needed a small change, which I could make myself, but I wanted to check with them if that was ok, so I emailed back and asked. Within a few hours I was told to go ahead and make the changes I deemed fit.
The customer service was so far superior at Yahoo it was incredible. In the past I’ve had exactly similar results. Google takes a week and provides almost no help at all. From what I’ve been told, people that have huge accounts (ie hundreds of thousands a month) don’t get all that much more service. Yahoo, on the other hand, has always phoned me back after every customer service question I’ve asked. They’ve always been helpful, prompt, and forthcoming with information and solutions.
I know Google’s got most of the market share, but it’s at times like this that I find myself wishing I could do a bit more business with Yahoo instead of Google.
Yahoo/Overture, if you’re reading this, keep up the good work… and thanks.