Yahoo! Search Marketing (fka Overture) Service — WTF??

The combined customer service and engineering problem around “forgot your passwords” has had a decade to mature online, and yet here we have an endless loop from Yahoo! Search Marketing. How can customer service be this bad for something that is raking in billions of dollars!

My credit card is being billed, my password doesn’t work (I don’t know if it was hacked or I simply forgot it), and after 30 minutes of clicking I am convinced there is no way to contact anyone. FAQ entry #5 is the kicker:

How do I use the password hint feature if I have forgotten my password?

The “Forgot your password” link can be found on the DirecTraffic Center login page. After clicking on the link, you will be asked to supply your user name and e-mail address. The actual password will not be given to you, however a hint of what this password is will be displayed if your name and e-mail address match what we have on file for you. If you do not already have a password hint in this field you can add one by accessing the “Edit Customer Profile” link on the main page of the DirecTraffic Center and then scrolling to the bottom of the page to the “Change Password” section. Please note that you do not need to enter your password to add a password hint.

Noodle on that one for a bit.

Google, just emails the password to the email they have on file.

Anyone know anyone at Yahoo! SEM?

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