Adcenter - Horrible Customer Service

[7omesa]

I finally set up my Adcenter account at the first of the week. The keywords and ads have been approved, the ads show in the #1 or #2 position using the adcenter search - yet there hasn't been a single impression for over 100 keywords.

I have now talked to three different people, all of which have promised to get an answer and call me back by the end of the day. Not one has called back. I've also sent two emails which haven't even been acknowledged. All three reps have said that they see no reason why the ads wouldn't be shown as long as they were searched for. They tell me everything has been set up properly (I use adwords and overture, so I am familiar with the general process).

Has anyone experienced a long delay (like days) in getting their ads to actually run AFTER they have been approved? I have been told by the three reps that the ads go live after they are approved.

All three people I've talked to seem like they don't have a clue about the entire program. They all suggested that maybe my keyword hasn't been searched for.

Me: "So no one has searched for "pets" in the last week?"

Adcenter Rep: It's possible. Did you use our research tool?

Me: Yes, your research tool shows over 50,000 searches last month.

Adcenter Rep: That was last month, it doesn't mean it will be the same this month.

Me: You're joking? You can't possibly tell me that no one has searched for "pets" in the last week? I've searched for those keywords to see if I could find my ad- besides I am running 7 other campaigns with over a hundred common keywords and you want me to believe they haven't been searched for? What about "jewlery", no one has searched for that keyword in the last week?

Adcenter Rep: It's possible. Did you use our research tool?

Me: Yes, I used your research tool. I'm in the #1 position for the keyword.

Adcenter Rep: Maybe you aren't bidding enough for the ad to show?

Me: Must be why I'm in the number #1 position.

Adcenter Rep: You need to be in the top 8 for the ad to show. Let me do some research and I'll call you back by the end of the day.


I realize every company has bad apples, but this is bascially the conversation I've gotten from three different people. They aren't rude, they just don't seem like they know anything about the program. I've asked to speak with a supervisor and they said they don't have any available to take calls... and any company should respond to an email within a 24 or 48 hours.

Ok, it's a pilot program - but it seems they might have rushed the service out without properly training their employees. I've also checked my billing and they haven't charged anything other than the initial $5.


EDIT: I just received an email reply from adCenter Support - not sure if it was a reply to my emails or phone calls. It's a fairly generic email saying they will research the problem and get back to me within 4 hours, so we will see.