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Google Fiber Goes Down During World Series, Credits KC 2 Days of Service (pcmech.com)

Posted by timothy on from the watching-the-ball dept.

kstatefan40 writes: Google Fiber went down in Kansas City during one of the most important times in the local market: Game 1 of the World Series between the New York Mets and the Kansas City Royals at Kauffman Stadium. Yesterday, I got an apology from them via email, and even though I wasn't home during the outage, they're making up for it by proactively giving the entire market 2 days of service off of their next bill. The rest of the industry could really learn from their customer service.

When was the last time a telecom provider gave you a discount on your bill without you asking for it? The only times I've gotten much apology from my own ISP is when I threaten (with reason) to jump ship.

3 of 183 comments (clear)

  1. Same thing in Austin by nukem · · Score: 5, Informative

    Had an outage a couple of weeks after install. I wasn't home so didn't even notice. Got an email crediting me for the day and showed up on next bill. It sucks that there are outages but it's nice that they give credit for them.

  2. Re:redundancy by Lumpy · · Score: 5, Informative

    It seems you cant read.

    "Most lost service from shortly before 7 p.m. Tuesday until about 7:35 p.m. "

    So what planet are you from where there is 48 hours between 7:00pm and 7:35pm?

    --
    Do not look at laser with remaining good eye.
  3. Re:redundancy by Anonymous Coward · · Score: 4, Informative

    You keep saying 48 hours, but that's the credit, not the downtime. Downtime was between half an hour & three hours, depending on customer location.

    a difference to losing it due to inclement weather (also happens to electricity over power lines) than just cuz

    No, there isn't to the customer.

    also difference in TW dealing with aging infrastructure than goog having brand new technology and installed network

    No, tha'ts TWs fault for not investing in upgrades, taking short term profits over long term sustainability.

    I think we can expect goog to have much better uptime than TW.

    Why accept that?