A friend sent me this email today from Google fiber:
His first response to me says it all:
Didn’t know there was an issue but thanks Google!
Meanwhile I had similar issues this past week with Comcast.
Did they get ahead of the issue and reach out to me before I was aware of the issue? No.
Did they offer me a credit as “paying for something while it doesn’t work, just doesn’t work”? No.
Did they even apologize for the outage? No.
No product or service is perfect. Issues will happen and I’m ok with that. The difference is all in how your company handles them.
You can tell your customers that you care until you’re blue in the face, but I’d recommend building companies that spend their time showing their customers that they care by their actions. In the meantime, since I don’t have another high speed internet alternative, I hope you’re listening @ComcastCares.