Seems it's even gotten much worse, ie: https://searchengineland.com/google-ads-reps-customer-servic...
Some time ago I had someone call big G and setup an adwords account - I didn't have time to mess with it, and it's the one thing you can do with google and get someone on the phone - actual customer support - so I figured it would be fine.
Well they set him up with some magic system that gets clicks and doesn't care about conversions, and bleeds your money and does not report or even collect the info about what keyword phrases were clicked on.
I messaged, emailed, engaged via chat, got put on ignore for several days at a time.. no apology, so explanation.
He burned through a few thousand dollars without knowing it, had a terrible experience and will never be a google ads customer again.
I've witnessed ads agencies that can't even control the waste when they know how the tools work.
Many of the ads customers don't understand how the money is wasted, but many are figuring out the juice is not worth the squeeze.
Google could make so many of these things better - but they have been maximizing for spend, not results.
Some of the things they have been getting away with just blows me away, but ruining the one main thing that makes them money for the short term gains is pathetic.
I wish there was more transparency around the staffing they have that actually handles customer support with ads.
really enjoyed some of the details that came out during the court case showing how much ads money was taken for what should of been top organic results (like iphone)
more and more it looks like a desperate company that had a monopoly for a long time printing extortion money with minimal physical footprint, and now they are pushing off even more of the work to 'AI' instead of humans who actually care about their customers..
The do good, then don't do evil, then do whatever you can to extract every last drop of coin from everyone possible.. well you have now become the yellow pages, with worse customer support.
And now it seems they are going to make it worse.