Bing Ads - the worst Support Service I encountered

I honestly can't believe that Bing Ads, a company that employs more than 10,000 employees, a company that's dependent purely on ads ran by customers like me, has the audacity to provide such a terrible support service as the one I currently encounter.

I have been a Bing ads customer for many years now. Never had a special problem with my account. Around February 13th, All of the sudden I noticed that my impressions tanked down by about 97%. I target keywords that have a very large combined daily search volume.

I used to get about 1700 daily impressions for them, during the beginning of February, for example.

Ever since February 13th, It tanked down to about 20 daily impressions. No matter for which landing page or to which keyword.

This is obviously some problem on Bing ads end, as My Quality score is still the same (between 8 to 10), and I'm way over my first page bids, as I always been.

Now, I don't mind this problem as much as mind the terrible support I've encountered.  I contacted Bing on February 14th with my problem.

First, The support agents are unable to connect me with the department that is in charge of looking into this.

They claim they are "offline", as if they reside in Cuba. Everything must go through a middle man, who is unable to help me at all with the issue.

Second, The long waiting time did not yield any results at all. They took a look at my account, provided ZERO helpful feedback, and basically told me I need to figure on my own what has happened, as if I have the tools to do so. This is extremely unprofessional and would have never happen on Google Adwords.

I'm running multiple campaigns and use an API to modify the campaigns. The modifications have been ongoing constantly on daily basis for years now. nothing in its mechanism has changed. but Bing's team have decided that simply because these changes are present, they are the cause for the impressions tank-down. Why? Just because.

Instead of trying to dig in and take a look at some sample keywords, and notice that in fact there was no change at all in any parameter that can affect performance, they just followed back with this meaningless response. This is the 12th day I'm left without my ads running properly. Bing support simply doesn't take businesses seriously, and that's a terrible shame.

I now had to spend extra time, and actually provide them sample screenshots that prove the problem is on Bing's end, just because they are too lazy to investigate this properly on their own. Of course, all this inefficient communication has to go again through a middle man, the support agents that other than apologize over and over again, are unable to do anything to facilitate the solution.

Hi DavidDD9,

Thank you for sharing your concern, we apologize for the previous experience. Please note, on February the 14^th^, Bing Ads experienced technical difficulties within the user interface which may have interfered with our ability to further investigate this for you. Nonetheless, we strive to provide the best possible experience as our goal is to ensure that everything is working to your satisfaction.

To further assist, I have sent you with a private message as this requires additional account specific information to proceed. I look forward to your response as we are here to help.

Thank you for choosing Bing Ads!

Sincerely,