It was widely reported yesterday that Google Fiber had a service outage in its Kansas City market at a particularly bad time. It just so happened that Game 1 of the World Series was being played between the New York Mets and the Kansas City Royals in Kansas City when the outage occurred. The downtime lasted approximately 20 minutes to 3 hours depending on where the users were located.

Tonight, I received an “An Apology from Google Fiber” in my inbox, which indicated they would be crediting 2 days of service to everyone in the Kansas City market:

I just wanted to reach out to say how much we regret yesterday’s service outage. It occurred at an important moment for Kansas City: Game 1 of the World Series.

Many people on our local team are from Kansas City, and we love our Royals. We let you down, and we let our community down. We will do better.

Our first priority was to get you back online as quickly as possible. And we’re taking immediate steps to ensure this type of issue doesn’t happen again. We know you put your trust in us to be there when you need us.

Although we can’t bring back the moments you missed, we would like to offer you two days of service credited to your next monthly bill.

If you have questions, please contact our support team.

Kelly Carnago
Head of Google Fiber Business Operations, Kansas City

Needless to say, I was surprised – I wasn’t even home when the game started, and I never reached out to complain about it. Yet, within 24 hours, they made an effort to make things right.

As I have said in my previous reviews of their customer service and overall approach, other service providers in the industry could learn a thing or two from how Google takes care of its customers.

This story has been edited to add duration of downtime, per reader request.