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Comment by ch0wn | Hacker News Reader

As much as I like Google and their products, but "Dedicated Customer Service" seems really unbelievable to me considering their past of absolutely horrible stories of (paying) users trying to contact them. That said, I'm interested to see if this might change now that they explicitly advertise with it.

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Considering that each paying customer could cover two to four customer service reps' salaries, I think this one Google product that won't have that problem.

Two to four? Have you seen Google's benefits? One to two!

AFAIK google doesnt really give their cust service reps the full google benefits treatment.

We get dedicated customer service for adwords, (a phone number with real people to call) and it's awesome.

Is it because you're spending a lot? Or how did you get it?

It's because he's spending a lot.

Yes I think it is because we are spending a lot - sorry I can't say much but it's a lot. We've always had a 'google rep' and they rolled out the help line sometime this year to us. It's a 1800# and when we call it goes right to a person, no waiting. They do verify our account before giving us support. You can tell that the support is 'in house' and that it's googlers doing it, from the quality of the reps.

I don't know exact numbers where they begin offering this feature, but I've seen a client on the $2k-3k a month AdWords budget receive phone support.

As others have said, spending a lot gets it. However, you should find an adwords manager ASAP as you would then have a point of contact if something goes wrong tomorrow.

As a one user Google Apps (paid) customer I have called Google several times and always got great support. If they can provide even the small customer like me with great support I think they're probably treating their bigger customers even better.

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