As a Google Partner agency, we've submitted hundreds of support tickets over the years — and unfortunately, our experience has consistently been disappointing.Most support interactions feel like a loop of scripted responses, often with representatives who have extremely thick accents that make communication difficult and frustrating. Worse, there's a recurring pattern of not actually resolving the issue at hand. Many tickets are simply echoed back to us without any real resolution or insight.Even more troubling: numerous tickets have gone completely unanswered. This leaves us in a very difficult position with our clients. We’re constantly assuring them that any issues will be resolved within 3–5 working days — because that’s the standard we expect from Google. But in reality, we often wait much longer, or get no response at all, which damages our reputation and credibility as a certified partner.The lack of follow-through and accountability from Google Ads support is honestly humiliating. We’ve had to chase down escalations for basic technical problems or policy clarifications that should’ve been resolved in one call or email.For a company of Google’s scale — and for those of us who are investing in and promoting your ecosystem — this level of support is unacceptable. Things need to change. We want to work with Google, not feel like we’re battling its own internal systems just to do our jobs.
