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How to contact Google.

January 07, 2008 By: Sergey Rusak Category: Blog

Back in 2006 company hired me to promote their website. Their site was removed from Google index because back in a day someone submitted their site in 20 000 “search engines” and directories. Regular penalty for spamming keywords in anchor and submitting links in “link farms”.

After working for 2 month without any success we decided to contact Google directly and here what happened:

We explained mistakes, gave examples of bad websites and link farms who linked site. I wrote explanation that their website contains unique content and we promised that we will make it even better. Moreover, we wrote a little bit about company and people who work there.

Next day we received letter from Google which was saying that: “sandbox doesn’t exist”, “we never discriminate any website”, “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. Moreover, company began to receive traffic they used to receive before.

How to contact Google:

Use this page: http://www.google.com/support/bin/request.py

And remember!

1. Be polite.
2. Don’t try to lie.
3. Don’t write 5 pages essay. Make it short.
4. Don’t spam if they never responded. Try 2-3 month later.
5. Don’t tell them that you remove AdSense from your website if they ignore you.

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18 Responses to “ How to contact Google. ”

# 1 inSInc (1 comments) Says:
January 7th, 2008 at 11:31 pm
thats pretty kewl =) (dugg!)
# 2 Dito (2 comments) Says:
January 8th, 2008 at 2:15 pm
their response is suspect. thanks for the link though and i am glad you were able to get things done for your client!
# 3 Sergey Rusak (24 comments) Says:
January 8th, 2008 at 4:56 pm
What do you expect. Their response was a general answer without telling anything about “sandbox” or any other algos to keep Google secrets.
# 4 Chris Hartwell (1 comments) Says:
January 10th, 2008 at 7:06 pm
Funny, technical issues huh?
# 5 Erica (1 comments) Says:
January 10th, 2008 at 10:21 pm
Wow, I’m glad that contacting them directly worked so well. It’s great when a big company listens to its users and is so very helpful! This is more than I can say for eBay…
# 6 Sergey Rusak (24 comments) Says:
January 10th, 2008 at 10:21 pm
Yes, they wrote back that it was technical problems!!!
# 7 Sergey Rusak (24 comments) Says:
January 10th, 2008 at 10:29 pm
Back in a days someone hacked my PayPal and bought something on eBay for almost $200. It took me 2 days to reach someone from eBay. Even my bank was trying to reach them without any success.
# 8 JohnMu (1 comments) Says:
January 10th, 2008 at 11:22 pm
I’m glad you were able to get this resolved. Generally, the best way to do something like this would be to file a reconsideration request from within your Webmaster Tools account. By sending a message like that to the general feedback form, it may end up taking a bit of a detour before it reaches someone who can react properly to it (that said - things get passed on to the right people fairly quickly here :-)). I pretty much agree with your points (other than the fact that Adsense or Adwords usually does not play a role with regards to technical issues) - a 5 page essay may be a bit too much, but it is important to mention the relevant details as you see them.
# 9 Jens P. Berget (13 comments) Says:
January 10th, 2008 at 11:41 pm
Interesting post.

I had problems with my AdSense account a long time ago, and it took about two days to get any respons from Google. Well, I can’t say that I liked the answer I got either… I was very polite, and didn’t have a clue what happened, but I was still banned without any explanation from Google
# 10 SEO Canada (3 comments) Says:
January 11th, 2008 at 12:14 am
Well if I can’t threaten to take off adsense… can I tell them I’m considering MSN ads… But great post we are also getting ready to contact Google over another clients site. Cheers.
# 11 Sergey Rusak (24 comments) Says:
January 11th, 2008 at 12:16 am
Folks, just be nice with Google when you write them… and don’t spam, I already afraid that they will punish me for writing posts like this
# 12 George Hopkin (1 comments) Says:
January 11th, 2008 at 9:39 am
My work requires me to contact Google on a *very* regular basis via various forms and the Webmaster Tools dashboard and I have been consistently impressed by the speed and efficiency of their responses.

As Sergey says, just tell it like it is, but remain polite, professional and concise (simply to save your own time, if not Google’s).
# 13 links for 2008-01-12 Says:
January 12th, 2008 at 1:28 am
[…] How to contact Google 1. Be polite. 2. Don’t try to lie. 3. Don’t write 5 pages essay. Make it short. 4. Don’t spam if they never responded. Try 2-3 month later. 5. Don’t tell them that you remove AdSense from your website if they ignore you. (tags: SEO contact Google) […]
# 14 SEO Canada (3 comments) Says:
February 1st, 2008 at 6:22 am
Thanks! I just submitted a site that had been penalized by a previous company. Although that interface is a little buggy a lot of the problem reports go to a googlebot overloading my web services page…
# 15 Doodee (1 comments) Says:
February 2nd, 2008 at 8:09 pm
Thanks for sharing
# 16 Donna B. (1 comments) Says:
September 3rd, 2008 at 11:09 pm
Um, I disagree.

They’re a monopoly and they’re disgusting. They are not sensitive, so don’t treat them like that. Hammer them. They understand that.
# 17 helloo!!! (1 comments) Says:
January 30th, 2009 at 7:22 am
Google sucks.. they don’t have any email address for customer service… They should be banned in the world wide web. To all people please let’s join forces to stop this evil site. They’re the selfish site in the internet… They monopolize the revenue in their ADSENSE SCAM.. YES GOOGLE ADSENSE IS A SCAM!!! So please watch out.
# 18 Dr.H (1 comments) Says:
January 31st, 2009 at 3:03 pm
So when contacting them (the Google aristocracy) we have to walk on eggshells and do evrything we can not to upset them, or else they will ignore us poor peasantry?
What is this bull? Google take down sites without warning for no good reason, then lie about what they have done.
Because they are a global giant we bow and scrape and kiss thier ass to plead with them to do what they should be doing anyway, forgeting that without us, Joe public, there is no Google.
Remember how they betrayed the Chinese, if thats the way Google play ball, why should we treat them any diffrentley.
I have found that a simple mailing to google of employees personal details (home address, personal phone no.s, kids schools etc… ) gives immediate reults, and they talk to you as a human being, not as if you are something nasty the dog brought in.
And if Google went down tonight, for good, would the world really miss them????