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

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.

Comments

Maybe in return they can learn not to fuck up?

[Anonymous Coward]

Customer service is best when I don't need it.

Re:redundancy

[Noah Haders]

there's a difference between 6 hours and 48 hours. also a difference to losing it due to inclement weather (also happens to electricity over power lines) than just cuz. also difference in TW dealing with aging infrastructure than goog having brand new technology and installed network. not that this excuses TW, but I think we can expect goog to have much better uptime than TW.

Re:redundancy

[Noah Haders]

There's still a redundancy failing if a upstream contractor could take down a city for 48 hours. Whatever happened to holding people accountable?

Re:redundancy

[Noah Haders]

says something about the google-fest on this site that I am getting pilloried for calling out a wealthy company on their poor infrastructure planning and lack of redundancy. What if a plane almost missed the runway and landed in the bay, but they gave everybody a free drink coupon so everything is good and we don't need to worry about their safety protocols?

Re:redundancy

[Noah Haders]

Nice, I'm trying to have a mature conversation and your throwing ad hominems. I'm Marco Rubio and your Donald Trump.