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tpittpayne
Noogle
Joined: 25 Jan 2006
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 Posted: Wed Jan 25, 2006 1:35 am Post subject: Google answers - billing problem |
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I have recently used google answers for the first time. I think it is an excellent idea and I was really impressed with my researcher. I agreed to pay $100 plus a tip of $50. Then the problems started.
My account page showed that my credit card payment had been declined. I got an email from google telling me the same thing. My credit card company tells me that the payment has been authorised at their end but that for some reason google are declining it. I have sent 3 emails to google accounts billing asking them to tell me what the problem is - no answer.
What do I do now?
It strikes me there is a problem at google. Try putting the words "google customer service" into google and see the results that you get.
Google is an $80bn company for 2 reasons - it worked out how to do search before anyone else did - and then it worked out how to make money out of search before anyone else did.
But in order to keep its advantage it needs to keep its customers even when its rivals have learned to do the things that google can do. And that means being able to respond to customers when there is a problem.
Here's a suggestion. Every time there is an interaction between a customer and google's customer support, the customer should be invited to rank the service he received (say on a 1 star to 5 star system). If the customer ranks the service at 1 star or 2 stars he should have the option of having someone else at google look at the issue. Customers services assistants who regularly get high rankings should be rewarded - money, promotion, etc. Those who get low rankings should be let go or else moved on to other work.
In time google could have a customer support function that is second to none.
In the meantime - what do I do about my google account billing problem? How do I get google to tell me why this payment is not going through? |
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amitpatel_3001
Senior Googler
Joined: 13 Jan 2006
Location: India
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| Posted: Wed Jan 25, 2006 5:47 am Post subject: |
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Well iam also having the same problem with my adwords payment.
They say credit card declined on the other hand i have credit card wrking and it also didnt reach the maximum limit.
May be google helps me.
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mondine
Site Admin
Joined: 15 Sep 2005
Location: Vancouver, BC.
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| Posted: Wed Jan 25, 2006 10:53 am Post subject: |
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When trying to track down customer support at Google, it's generally best to go to the support pages of the particular service, first, and then see what avenue is most likely to suit your needs.
In the case of Google answers, it would appear that an email to answers-support@google.com would be it.
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306587
Noogle
Joined: 02 Mar 2006
165.85 GC$
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| Posted: Thu Mar 02, 2006 12:41 pm Post subject: Billing issues bandwagon |
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well.. im jumping in on the bandwagon too! ive been down for seven days. and im very frustrated. ive started moving ALL my business to Overture, although they are a bit more strick on my keywords. Google hit my prepaid card for the total TWICE, so the first time put a hold on my funds and the second time it was declined because the finds were held. i "spoke" to the live supt 3 days in a row and sent them nasty-grams from their "form email" but I cant get this prob resolved. I dont want to close my acct. I need Google because of the obvious reasons why I have an acct in the first place. But now.. I really could care less because the way i see it at this point, they have my billing information, they have already hit my card for the ammount owed, and I use the card SOLELY for google billing, I will not be loading any more money on the card because without my ads running, Im not making any money in my business.. When my ads dont run, I dont make money, when I dont make money then google doesnt make money. Maybe its like the big Katrina Insurance company big-bully syndrome. Im just a plunk in the bucket if they make $80 million a day etc etc etc.. but enough people get pissed and go to Overture, they are going to wake up and wonder what happened to their customer base. Until they figure out how to collect from their transaction, its their problem not mine. I have a paper trail if they try to come back to me for lack of payment. The first day they billed me, I show the same date on the transaction from them. Now its a principle issue. Im very very frustrated at this point. And google does not supply any way to reach a human (that I can find).. at least Yahoo/Overture has an 800 number to find a human when I have a problem (which has been NEVER YET!). <inhales> |
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mondine
Site Admin
Joined: 15 Sep 2005
Location: Vancouver, BC.
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| Posted: Thu Mar 02, 2006 3:34 pm Post subject: |
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Hmmm. Right subject line; wrong forum. This would be better suited to "Google Adwords and Adsense", than "Google Answers".
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306587
Noogle
Joined: 02 Mar 2006
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| Posted: Thu Mar 02, 2006 4:58 pm Post subject: hmm.. oops |
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wow.. i read the posts... but i guess in looking thru my fog of frustrations i didnt read it as "Google Answers"... but as answers about google. sorry dude. |
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Albatross
Google Freak
Joined: 26 Jan 2006
Location: Las Vegas
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| Posted: Thu Mar 02, 2006 9:45 pm Post subject: |
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| mondine wrote: | | Hmmm. Right subject line; wrong forum. This would be better suited to "Google Adwords and Adsense", than "Google Answers". |
The original post was about Answers. The rest were about similar billing problems with various other Google services. Seems like a good forum as any...
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mondine
Site Admin
Joined: 15 Sep 2005
Location: Vancouver, BC.
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| Posted: Thu Mar 02, 2006 10:10 pm Post subject: |
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Well, no, it isn't.
Because one other post was misplaced doesn't make it any more appropriate; and exposure to other people that have had the same problem,
(and perhaps had some pertinent advice) isn't going to take place in a forum on a completely different subject.
The original post in the thread was not only about a different subject, but an entirely different type of billing-related problem.
The thread is not about general billing problems, and it is certainly not about second-guessing and arguing about the decisions of forum staff.
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306587
Noogle
Joined: 02 Mar 2006
165.85 GC$
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| Posted: Thu Mar 02, 2006 10:28 pm Post subject: |
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ok.. well dont worry, you wont see another post by me. have a nice day. |
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mondine
Site Admin
Joined: 15 Sep 2005
Location: Vancouver, BC.
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| Posted: Thu Mar 02, 2006 10:56 pm Post subject: |
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Hey, I didn't think your one misplaced post was a big deal.
I only took exception to the other member arguing with me about it.
No reason to go off in a huff. 
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