For small businesses trying to navigate digital advertising, Meta (formerly Facebook) is more of a nightmare than a partner. What should be a powerful tool to grow a brand and connect with customers has instead become an exhausting, time-consuming ordeal. Between arbitrary account suspensions, labyrinthine security protocols, and non-existent customer service, small business owners are left feeling frustrated, helpless, and ultimately unsupported. The sad reality is that Meta does not care about small businesses, and its customer service practices reflect that indifference.
Meta Is Not Alone: Google’s Customer Service Failures
Unfortunately, Meta is not the only tech giant guilty of treating small businesses as disposable. Google, another critical player in digital advertising, has also slashed its customer support, leaving businesses to navigate Google Ads with minimal assistance. As noted in a recent article from MarTech (source), advertisers have experienced a sharp decline in Google Ads’ customer service quality, with long wait times, ineffective responses, and a lack of direct human support.
Google’s ad platform, much like Meta’s, is riddled with automated restrictions and suspensions that can shut down a business’s advertising efforts without warning. And just like Meta, Google prioritizes high-spending advertisers while leaving small businesses to fend for themselves in a sea of algorithmic decision-making. When businesses encounter problems, they are forced to sift through layers of automated menus, unhelpful AI chatbots, and endless “support” articles that rarely address their actual issues.
Small businesses are the backbone of the economy, yet they continue to be disregarded by the platforms they rely on for growth. Until Meta and Google acknowledge the value of smaller advertisers and improve their customer service infrastructure, small businesses will remain at the mercy of automated systems that do more harm than good. In the meantime, hiring an experienced agency may be the only viable way for small businesses to survive the digital advertising gauntlet.
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Sources:
https://martech.org/marketers-fume-as-google-ads-customer-service-hits-all-time-low/
https://www.wsj.com/articles/customer-experience-gets-worse-again-23774dff
