The Harsh Truth Behind Google’s Support Team and Their Ignorance
A week ago, on March 22nd more exactly I’ve had my Adsense account disabled without any notice. I didn’t receive any email from them and of course I tried to contact them without any luck. In the past week I spent a lot of time discussing with friends, with people on forums and with everyone I thought that could help me and I understood that it’s very hard to have a decent talk with an Adsense employee. There are people who have been waiting for a reply for more than 3 months after their account has been disabled.
I find this frustrating and I believe Google really doesn’t care any more about its users and you can easily understand this if you spend a few minutes to look at the forum threads at the Google Support Forums ( I will provide you with some links later in this post ). I knew it takes too long to get an answer from Google, but I thought they answer fast at least when your company can be at risk because it’s main income can come from Google Adsense.
I have been an Adsense publisher for more than 5 years and had tens of millions of impressions along with a quite impressive revenue. During this time I haven’t broken the Adsense Terms once and I always contacted them when I wanted to do something that wasn’t specified very clearly in the agreement. Unfortunately they didn’t reply to me every time and I preferred to keep my account safe than risking getting my account disabled, which just happened without any reason.
The past 2 years I’ve contacted Google for about two dozen times for different inquiries, not necessarily related to Adsense, but also to other services including Google News, because I was a publisher. Like you expected, they only replied to a part of my emails and sometimes it took one or two months to get a reply from them. What frustrates me more is that Google is a huge company and definitely affords more employees that can take care of their users and clients needs.
Lately I became very interested about how Google Support works and how do they deal with emails from us, the users and, allow me to say, partners. Because that’s what we are, us, the Adsense publishers. We are Google’s partners and Google is treating us in an outrageous manner. Not only it takes too long until they reply to emails, but sometimes they do not reply at all and when they do, most of the time we receive automated and very vague emails that do not tell us anything. I know Google can’t tell us exactly how they deal with issues and they discover Agreement infringements, but we deserve some respect and a bit more transparency from them.
A very odd stuff that proves Google is really ignorant and doesn’t care about its users happened to me the past week, after my account has been disabled. Instead of receiving an email informing me about the issue and my disabled account, I received one newsletter from them and another reminder email. And please note that my account was disabled, so why would they send me Adsense newsletters ?
You can clearly view in the screenshot below that I received two emails from Adsense on March 23rd and March 25th, while my account was disabled.
On March 28th I found a form to re-send me a policy notification and I filled it in order to find out why I was banned. A day later I received a response from them and they again proved their lack of professionalism. You can see the content of the email below:
Instead of letting me know what happened and send me a clear email, they told me what I already knew, that my account is disabled. And these are the only emails I’ve received from Adsense since my account was disabled.
Now let me prove you that this is not an isolated situation and there are probably thousands or even tens of thousands of people like me who are ignored by Google and their support team. It only takes you a two minute visit on the “Disabled Accounts” section of Google’s Adsense Support Forums to see there are a lot of unsatisfied people who do not get any explanation or any kind of response from the Google team. And no, this isn’t the only section on Google’s Forums where you can see that. Other examples include the Google News Forum, Google Adsense Payments Forum, and more.
I could continue with examples about Google’s ignorance and lack of competence all day, but I will resume to a few more examples: This guy got banned though Adsense didn’t even check his website, this one has been waiting for a reply for more than a month.
Please spread the word and maybe Google will begin treating us in a fair way and stop ignoring us.