Why the Calls Keep Coming
Google outsources much of its outreach to call-center vendors such as Teleperformance and Regalix. The reps send emails from @google.com or @xwf.google.com, and their pay depends on how much extra ad spend or automation they persuade you to add, not on your results. When you accept a “recommendation,” they edge closer to the quota while your account can drift off the rails.
Insider Details
- Secrets of a Google Ads 3rd-Party Support Rep – a former Teleperformance strategist describes quotas like “30 percent full implementations” and how reps sometimes claim credit for work you already did.
- What I Learned From Talking to an Ex-Google “Support” Rep: In this Reddit Q&A, a rep admits broad-match pushes come straight from sales targets rather than best practices.
- Google Ads Reps: The Truth Behind the Role – an ex-Googler maps out the internal teams (GCS, LCS, AGT) and explains why their advice often feels scripted.
The pattern is clear: more accepted “recommendations” means faster quota progress for the rep and more risk for you.
Others Experiences
- HR gets the sales pitch – a rep called a client’s HR desk, claimed urgent campaign issues, and tried to book a meeting even though HR handles no marketing (thread).
- “Talk to me, or I’ll call your clients” – a rep warned an agency owner that refusing to meet would result in direct calls to the agency’s customers (thread).
- Broad-match blow-up – Lisa followed a rep’s broad-match plan; spend doubled in a week, sales froze, and recovery took a month.
- Agency bypassed by email – a strategist emailed a business owner claiming the agency had “denied” a critical update, nudging the owner to drop the partner (article).
- Unwanted daily calls – community posts show strategists ringing three times a day despite repeated opt-out requests (support thread).
My Experience
I have asked these reps to stop calling me and my clients, but the calls keep coming. Every few months, I spend another hour hoping for an honest, strategic conversation, and each time I hear the same script: automate more, spend more, trust us.
One rep even admitted he did not know how to set up Dynamic Shopping Remarketing (the feature that shows past visitors the exact products they viewed) and couldn’t connect me to anyone who did.
Polite requests get ignored, and some reps turn aggressive. After years of the same routine, I now block every number and mark every rep email as spam.
Update on August 5, 2025
Most recently, on August 5, 2025, I asked for specific instructions on how to make adjustments for a client’s Google Shopping ads campaign. I was scheduled with a Google Ads rep who was knowledgeable and helpful and didn’t try to push changes that led to more spending.
Proceed with caution, especially if you go into or receive a call without knowing what you’re doing or asking for. If you go into or receive a blind call from Google Ads, you must have some concrete goals in mind. And don’t just let them increase the budget or accept the recommendations in Google Ads.
A Google Ads campaign involves a lot of strategy, and to be fair, most of these reps don’t have adequate training and experience to understand the nuance or bigger impact of some of the recommendations they’re making.
| Action | What to Do |
|---|---|
| Report and block | Mark rep emails as spam. On your phone, block the number and label it spam or fraud. |
| Put it in writing | Reply once, request no further contact, and keep the email for your files. |
| Warn colleagues | Ask staff to forward every Google rep message to you or your agency. |
| Escalate misconduct | If a rep threatens or ignores do-not-contact requests, file a complaint through Google Ads support. |
The Impact
- Time drain – repeated calls and emails steal hours you could spend on real work.
- Trust erosion – when a rep tells your CEO there are “serious account issues” and undercuts your in-house staff or agency experience.
- Real money lost – bad advice on broad match or Performance Max has cost advertisers thousands in a single month.
- No real support – Google dropped its phone help line in 2020, yet the pushy sales calls continue.
We Just Want Real Support
Years ago, big spenders worked with Google account managers who knew the platform and wanted mutual success. Today, most advertisers hear from Google third-party contractors reading scripts that put Google’s profit first. Until incentives shift, awareness is your best defense. Recognize the pattern, block the noise, and lean on a data-driven strategy from someone you trust.
Google’s ad division booked 237.85 billion dollars in 2023 revenue. With resources like that, advertisers deserve better than quota calls.
And to be fair, Google has set up this system and these reps to fail. The Google Reps are real people who are trying to do the job assigned to them. It’s unfair of Google, and they must reform their policies and procedures to help provide better service to their customers and a better work experience for their staff.
