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+ - What do you do when Google screws you? 8

Submitted by NEOGEOman
NEOGEOman (155470) writes "I work for a small company in Australia that sells a business product developed in Canada. We've come to rely on Google's AdWords system to bring us business — the vast majority of our new customers contact us because we came up near the top of their search for inventory control software. Google just cut us off, with an automated form letter that describes all kinds of offenses that don't apply to us (except perhaps our fairly unattractive landing page) and their stern wording and lack of response seems to indicate that there's no way to appeal or even find out what we did wrong. We've been AdWords users for years, and give Google a comparatively modest $1,000+ every month. Without this source of customers, we're kind of panicking. Our Canadian head office is panicking more, since their account is still active but their business is obviously the same. They have more staff than we do, and a lot more riding on continued AdWords success. We might fail without AdWords, but we WILL fail without our parent company.

My question for Slashdot is: If you're a legitimate small business selling legitimate software and Google cuts you off with the same letter they use to kill malware purveyors (Our software's might not be world-class but malware is a bit of a stretch!) what do you do?"
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What do you do when Google screws you?

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  • And hope to hell that at some point, you find out *exactly* who inside the organisation that you can tell this to that cares enough about it to do something.

    They say do no evil, but sometimes it's not what you do that is evil, but what you allow to happen without intentions.
  • Someone hacked your site and it's serving malware.

    Fix it.

  • "describes all kinds of offenses that don't apply to us"
    You don't think it applies to you. Maybe it does. For each complaint, ask yourself "could this one item actually be true?"

    Download the site and compare against your archive and see if there are unauthorized changes to your web site.
    If you've been in good standing for a while, put one of the old "good standing" pages back up, because maybe a recent change was on the no-no list.
    Browse your site with anti-virus on, but remove ad-block, proxy, and all th

    • by mjensen (118105)

      Replying to myself here.

      Maybe your web site is just fine, but the computer or system you are using to sell software is putting a virus on the software you sell.
      What types of calls does your support/service department get?

      • by NEOGEOman (155470)

        We don't sell anything online, every sale is a result of discussions and old-fashioned payments and elbow grease. Our software is configured based on discussions with the client, our training is done online one-to-one with staff in our office. Customers who reach our site can read about the software, view some screenshots etc, but will have to submit a request for demo or call us to get more info or arrange a purchase. It's a very low-volume, hands-on kind of business, and we're all just stunned to be si

        • by mjensen (118105)

          This is about a week late, but I should've said that differently.

          You sell software. Maybe your distribution computer has a virus and is putting that on the software you send out on CD's. Customers would be annoyed and call your support/service department.

  • As a pretty awesome update, Google's emailed us today with tips for making our AdWords campaign more effective. You might think they're subtly letting us know we can get back to sending them money every month, but no, our account is still dead.

The only possible interpretation of any research whatever in the `social sciences' is: some do, some don't. -- Ernest Rutherford

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