How to Contact Google Support or Customer Service.
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In 2006 company hired me to promote their website. Their site was banned from Google index because someone submitted them in 20 000 fake “search engines” and spammy directories. It is regular penalty for spamming Google index and submitting links in “link farms”. We worked more than 2 month without any success and decided to contact Google support or customer service directly. It was almost impossible to find email, contact information, or submission form on Google site.
Browsing Google Help Center we finally came to submission form where people can ask a question or share feedback. I wrote short email to explain and apologise on behalf of the company for “black hat” SEO. Moreover, I explained mistakes, gave examples of bad websites and link farms who linked my client. Also, we wrote a little bit about company and people who work there. Next day we received letter from Google which was saying: “sandbox doesn’t exist”, “we never discriminate any publisher”, “your site disappeared because of Google technical issues”. The same day site appeared back on Google with 96 indexed pages, in less than an hour Google index another 250 pages. Week later entire website with 360 pages was listed and ranked well on Google.
It is true that for most publishers it is almost impossible to contact Google even when you are regular AdWords user. Help about website indexation or problem with Google services (Analytics, Gmail, AdSense etc) almost never come. In most cases Google team never reply. Google receives eavy traffic and thousands questions on a daily basis, it is almost impossible to reply for most of them. I actually asked guy from Google about customer service issues, he told me that Google team receives more questions than The Office of The President Of The United States. Most questions is a pointless and silly: I launched my website www.*****.com more than 3 hours ago but I still can’t find it on Google. Why you ignore my site?
How to contact Google:
- Use this page: http://www.google.com/support/websearch/bin/request.py . Use Google contact forms only when you have serious question such as Trademark or Copyright issues, privacy questions, serious problems which affect your business.
- If you contacting Google about SEO issues you should be polite, don’t lie about SEO techniques you applied to a website, explain why you believe website was banned or removed from index.
- Use contact form only one and do not spam if they never responded. Wait at least 5-7 weeks to contact again.
- Keep your letter short and clear. It is unnecessary to write 5 page essay.
