Google Fiber Goes Down in KC During World Series, Gives Customers 2 Days Credit

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.

Comments

  1. Wow, so a $4 credit. Big fucking deal.

    • the other side of the coin is that when Comcast goes down in my neighborhood they don’t even bother to credit my account even though when I call it says “we are aware of an outage in your area”. they don’t even credit one day of service automatically.

      Downtime happens, but it’s all about how the companies handle it.

    • Wow, so a useless comment from an ungrateful pessimist. Big deal.

    • $4 x = Big fucking deal.

    • Because you would prefer to get comcastic customer service right?

    • Most ISPs would only compensate you if you came to them asking (instead of doing it for all effected customers by default) and even then would make it as inconvenient as possible in hopes you’d finally just give up on getting refunded for the service you weren’t provided.

      So, yeah, an ISP voluntarily giving a refund when services were not rendered as agreed with no bullshit IS kind of a big fucking deal.

    • I think you’re missing the point parkerjh. Sure it’s not a lot of money for one person. But they were proactive and credited everyone in that market. When I have comcast outage (and I have them frequently) have to call, wait on hold then ask for the credit – it’s never automatic. They point is Google screwed up, they admitted it, and they even offered up some free service with a customized message to that area.

    • Joseph Cascio says:

      Point is, they didn’t need to do anything. It’s not like Time Warner or Comcast would have done anything. My service constantly goes out and I don’t even get a “sorry”.

      This just goes to show that Google is really trying to stand out and do things right.

    • Josell Mariano says:

      It’s the thought that fucking counts. Big deal when your current provider goes down for a week without even so much as a “sorry”.

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