We, the undersigned advertisers, agencies, and digital professionals, are demanding immediate reform of Google Ads’ first-line customer support.

🚫 Problem:

For years, advertisers have been subjected to a broken first-level support system, often outsourced to third-party call centers with undertrained agents who lack the expertise to resolve critical issues. But this issue now goes far beyond just “support.” It also applies to so-called “Google Account Managers” — many of whom are not actual Google employees, but contractors or freelancers from third-party marketing agencies.

These individuals are assigned to accounts and contact users via official-looking @google . com emails, creating the false impression that they are genuine Google staff. In reality, they are not accountable to Google’s internal quality standards and often operate with a clear sales-driven agenda: to increase ad spend at all costs, rather than improve campaign performance or user outcomes.

🚫 Their primary goal is not to help advertisers succeed — but to push higher budgets, even if campaigns are underperforming or misconfigured.

📉 This deceptive structure puts advertisers at risk — especially those spending tens of thousands to millions annually — while leaving them with no real expert support.

Meanwhile, first-line support continues to demonstrate alarming incompetence:

• Undertrained and uninformed about Google Ads mechanics.
• Unable to provide meaningful diagnostics or escalate platform-level issues. 
• Reliant on pre-written scripts, ignoring the context or substance of support tickets.
• Frequently failing to recognize systemic bugs, exclusions, or structural delivery issues.
• Delivering generic, copy-pasted, and misleading answers that waste time and money.
   

📌 In our own case:

We submitted a request twice, clearly specifying the exact names of campaigns we needed reviewed. Both times, the support team responded with an analysis of completely unrelated campaigns — ones we never mentioned at all. This alone is undeniable proof that support agents often don’t read the messages they respond to, nor do they understand the core issue.

This results in:

• Months of financial losses due to unresolved technical issues.
• Massive productivity drain from chasing answers that never come.
• Brand damage and erosion of trust in Google’s support ecosystem.
• In some cases, permanent account damage, caused by incorrect guidance or lack of action.

There are thousands of documented complaints online, across Reddit, Google forums, Trustpilot, Twitter/X, LinkedIn, and YouTube, confirming these experiences across industries and regions. This is not anecdotal — it is systemic.

✅ Our Demands:

1. Replace or significantly limit first-line outsourced support agents on high-impact accounts.
2. Introduce a professionalized Tier 1 team of trained Google Ads product specialists.
3. Allow advertisers to bypass first-line support for technical matters requiring product-level investigation.
4. Provide response audits and agent accountability when requested.
5. Launch a transparent feedback & resolution portal visible to advertisers and managers.

🚨 If Ignored:

If this situation persists, we reserve the right to:

File coordinated regulatory complaints to:

Advertising Standards Authority

1. Advertising Standards Authority
2. EU’s Digital Services Act Enforcement Office
3. U.S. Federal Trade Commission (FTC)

• Launch public media campaigns to raise awareness of Google’s negligent support structure.
• Initiate collective legal actions for gross negligence where measurable financial harm can be demonstrated.

We love Google Ads. We rely on it. But we demand a support system that is as intelligent, fast, and responsible as the platform it represents.

🔁 Sign this petition. Share it. Demand change.