It’s mea culpa from Google. Let us get a quick recap.
Episode 1: Google decided to end the Google Video download to own/rent (DTO/DTR) program. Out of the blue, Google wrote to Google Video DTO/DTR program customers to let them know that videos they’d already bought would no longer be playable. Worst, they told refund would be in the form of Google Checkout credits.
Episode 2: A big uproar in the online community questioning Google’s loss of common sense.
Episode 3: Google says sorry!
Google says –
Our bad. Here’s how we’re hoping to fix things:
1. We’re giving a full refund — as a credit card refund — to everyone who ever bought a video. We’ll need you to make sure we have your most recent credit card information, but once we know where to send the money, you’ll get it.
2. You can still keep the Google Checkout credit that you’ve received already. Think of it as an additional ‘we’re sorry we goofed’ credit.
3. We’re going to continue to support playing your videos for another six months. We won’t be offering the ability to buy additional videos, but what you’ve already downloaded will remain playable on your computer.
Check the Google Blog: Official Google Blog: An update on Google Video feedback for more details.
I do appreciate that Google doesn’t hesitate to admit its mistakes. Bindu Reddy from Google says “We take pride in moving quickly, and we think this philosophy helps to create lots of new and innovative products. But it also leads to errors that — upon reflection and your feedback — we need to rectify. This was one of them. We make mistakes; we do our best not to repeat them — and we really do try to fix the ones we make. That said, the very least that our users should expect from us is that our mistakes be new and innovative, too. 😉
We appreciate your responses, and hope our actions convey just how seriously we take everyone’s feedback. ”
Moral of the story: No one, including Google, is perfect. If Google thinks it is going to own the world and goofs up, we are here to show them their worth. Customer is king! It is a good lesson for Google to keep its head over its shoulders. Else, it will become another Microsoft!
We love Google. Hope they keep their values intact.