We reviewed our Google Adwords bill and noticed that the amount had tripled in a single month. From an average of less than $100 to almost $300. The culprit "ad" had an inordinate number of clicks in a single week. Prior to this week, there were almost no clicks, after this week, clicks again dropped to almost none.in the week in questions there were a few hundred clicks billed at around $1.00/click.
I called and spoke with a representative from Google, who then told me someone else would be calling me. Someone did call me later than day told me the items in question were legitimate clicks and refused to acknowledge any errors on Google's behalf. He refused to acknowledge that though all the clicks came in a single week, there there was anything odd about it. He told me the site where the clicks came from. The site in question had nothing to do with any aspect of my product whatsoever.
I asked to this person to adjust the charges for these erroneous clicks. He refused.
I asked to speak with a supervisor, for which he denied me, saying that Google doesn't work like that. That he could handle all matters. Still refusing to consider adjusting charges.
Later I sent another email to Google Adwords outlining the situation. Someone responded letting me know that they would review my account and get back to me in a few days. We'll see.
Based upon my two interactions with humans on the phone. It is fairly clear that Google does not have lot of concern for quality customer service, especially for the smaller businesses.
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