Comment Re:define "customer" (Score 5, Informative) 290
Simply contact the account manager that has been assigned to you. It's no problem at all to contact Google if you're actually bringing in revenue for them.
In my experience, it is still a problem. Some years back, I signed up to run some google ads on a few web sites that I was responsible for, added their code to my pages, and got a few hundred dollars a month for the orgs that I was helping run the sites. After a while, I got a notice from google that the sites were violating some unspecified terms in their TOS, and the money stopped. I sent a good number of emails to various google support addresses, asking for details of the claimed violation. I never heard back from anyone at google. So I removed the ads from the sites.
Presumably the small amount they paid these orgs to run their ads was a small portion of what google got from the advertisers. But this apparently didn't justify wasting their people's time explaining to us what we were doing wrong. The wording in their TOS docs were ambiguous enough that, as a programmer, I couldn't figure out what might be wrong, and I couldn't see any way of testing changes to the code to see if I could turn the contract on and off by changing a site's behavior. If their response time has a quantum of a month, it's difficult to test the effect of changes.
We suspected that their problem with us was that we had a rather low click-through rate. The ads I saw were remarkably irrelevant to the topics of the sites, and no amount of playing with keywords changed this by much. Our keywords did work well with google search to direct people to the sites, but this apparently wasn't good enough to also direct the right ads to the sites. Mostly, I just shrugged, and said "So much for google's vaunted targeting of ads".
But our inability to get any response at all from their support people didn't do much to fix whatever they thought the problems might have been.