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67 Comments
- MikeL123, on 10/10/2007, -2/+76So in short, you get to keep the Checkout credit, get a full cash refund, and get 6 more months with the content. Why is customer service so hard for other companies?
- stukdog, on 10/10/2007, -2/+60It's nice to see them admit they made a mistake. I guess it's an easy decision to re-think because this means they'll have to refund $16 to the 8 people that bought TV shows.
- kaytrio, on 10/10/2007, -3/+28EDIT: the ***** comment system moved my reply to a new post.
- Jordan117, on 10/10/2007, -1/+25"rethink (verb):
To consider again, especially with the possibility of change."
Sounds right to me... - mirzar, on 10/10/2007, -3/+25this is why i love google - when they make a mistake, they admit it = and try to correct the mistake
- M4v3R, on 10/10/2007, -4/+24That's one of the reasons I love this company.
- kaytrio, on 10/10/2007, -2/+19Hahaha, not that he's taking it personally or anything...
No, but a great PR move by Google. It wasn't like they couldn't afford it. - mateo60, on 10/10/2007, -0/+16now you have six months to figure out how to strip the DRM. = )
- dreicher, on 10/10/2007, -4/+19"Do no evil" - unless somebody calls you on it - then really "Do no evil".
- davidhildreth, on 10/10/2007, -3/+18i love google
- Tozog, on 10/10/2007, -0/+14It is refunding *in addition to* the checkout credit.
- gmprunner, on 10/10/2007, -0/+14Get a room.
- DaveXensen, on 10/10/2007, -0/+14don't close Google Video, it's the only place i can watch full MST3K episodes at work!
- Ratatosk, on 10/10/2007, -1/+13they didn't refund $2..... that was when you bought for $2.... if you bought for $500, you got $500 before, just on checkout.... that was the deal
- dude187, on 10/10/2007, -2/+14What we need is to have the podcast comment system to be used on all of Digg. It's so much better than this crap...
- IchiroBoston, on 10/10/2007, -1/+12Nice :) Even though this might be a "PR" thing... More companies should follow.
- yunus, on 10/10/2007, -2/+11Well, this is a tiny little spec of money to google. If this service were really popular and used by many people they wouldnt be shutting it down. But its still a great move and very generous and gives google good press.
- Baazbold, on 10/10/2007, -4/+13This just proves that google really is evil. They are trying to gode us into trusting them further until they finally invade with the alien mothership and suck all of our brains out.
But seriously, an amazingly fast and fair move for a major corporation. Google really is in its own little world of excellence. - mateo60, on 10/10/2007, -0/+8It's sad that we (myself included) are so happy and surprised when we see a company do the right thing.
- gweedo767, on 10/10/2007, -0/+8I suddenly wish I had bought about $4000 in google video content. Did you notice they aren't just refunding to your Credit Card, but you get to KEEP the Google Checkout credit too?
- inactive, on 10/10/2007, -4/+11I <3 google
- Aslan72, on 10/10/2007, -1/+8I find it interesting that they called the program 'Video to Rent/Own'. Does anyone still not see the illusion that they are operating under? It bothers me in general that a company could sell you a product and a number of years or months later go 'Nope, we didn't mean to sell you that, we're taking it back...here's your money' and that's somehow o.k. how?
Yeah, the refund is nice, but one would assume that when something is *purchased* it is under the ownership of the individual that purchased it with no ability of the seller to somehow buy it back. That's crazy.
Now, where's my iTunes store link? - JustAn0th3rFace, on 10/10/2007, -3/+10Amazing move by Google
- stroupnp, on 10/10/2007, -2/+8Anyone who is ***** on google after this move is an idiot and obviously has had everything handed to them in their life. Anyone that has ever had to deal with customer service anywhere, about anything realizes how special this move really is.
- davidrools, on 10/10/2007, -3/+9because they're poor and/or greedy...compared to Google
- MrPig, on 10/10/2007, -0/+6Your stupidity is sickening.
- thethorn, on 10/10/2007, -1/+7It kinda looks like google is about to stick its penis in you.
- Rtsight, on 10/10/2007, -1/+6OM good God. Google is so awesome. It's been phenominal in customer satisfaction, in giving away free stuffs, lowering prices. Now, look at the blatant apology "we're sorry we goofed" credit and full refund. Moly holly. Google is my hero. You got my bows. Just pure direct honesty and awesome integrity.
- ajskhan, on 10/10/2007, -2/+7I haven't gone to Google video in so long!
- Bulldogge16, on 10/10/2007, -0/+5It's nice to see a company respond to it's customers concerns. Rather than rely on the fact that they will come back anyway, because they have nowhere else to go...
- e68895f, on 10/10/2007, -0/+5"ALL companies fix their obvious mistakes."
In other news, all people love animals and small babies..... - Frosty122, on 10/10/2007, -0/+5whoa almost dugg you down there....
- pahool, on 10/10/2007, -3/+7I don't know. Still seems like somewhat of an f you to the consumers in my opinion. It's still equivalent to the music industry taking back your entire cd collection but giving you a full refund. The crappiest part of this whole story was that it underscored the fact that you don't actually own what you've paid for, and Google still has the right to take it away from you. This new improved refund policy doesn't make their crappy DRM policy any better.
- pardonmedoug, on 10/10/2007, -0/+32 things:
1. Can we get another round of applause over here for Google? I know they're not perfect, but they're pretty much the biggest company I can remember to so consistently respect their consumer base.
2. This episode still shows why DRM sucks--you're at the mercy of the corporation who owns what you "purchase." Don't expect Sony or Universal to be so nice. - xaxxon, on 10/10/2007, -0/+3To be fair, google checkout credit is a bit better than "store credit".. it's more like handing you a discover card or something.. not useful everywhere, but accepted in more than one place.
- Goonder, on 10/10/2007, -0/+3Let's keep some perspective: getting cash back is better than store credit, but they're still cutting off our content.
I don't blame Google; I blame DRM. All our encrypted music and videos will be cut off some day; it's just a matter of when.
Your iTunes will last through five machines. How long is that? Twenty years? After that, your money is down the drain. - ispshadow, on 10/10/2007, -0/+3Dear Google,
Thank you for being more than fair about the situation. Giving the users time to keep using the video for enough time to find a suitable replacement with the refund is definitely a good solution.
This does make people realize the worst thing about DRM. If the company ever chooses, you have absolutely no way to stop a company from just "turning off" what could be perhaps gigabytes of your purchased content. That's why I've purchased a grand total of 3 songs from Itunes and one of those was DRM-free.
Thank you for keeping the "Do no evil" dream alive. - mister711, on 10/10/2007, -0/+3Bindu Reddy is the Google Video Product Manager that wrote the apology. She is cute.
http://bindureddy.blogspot.com/ - ommand, on 10/10/2007, -1/+3Welcome to the world of DRM
- marcz, on 10/10/2007, -0/+2The amazing thing is, we half expected them to do the right thing.
What other company can claim that kind of support from users? - lostboy, on 10/10/2007, -0/+1Smart lesson well learned. Google seemed like a company too smart to use DRM on it's content in the first place, but they decided to bend to marketplace pressure - now they are reaping the bad karma. They won't use DRM again in a hurry, but I guess if they end up doing media downloads again they'll have to fight with this question in some form.
Is there an effective alternative to DRM that protects content providers work while not inhibiting our freedoms? - Frosty122, on 10/10/2007, -0/+1i was thinking the same thing...
- ZephyrNinety, on 10/10/2007, -0/+1I love Google to death of course. But Google Video blows.
- zweben, on 10/10/2007, -0/+1I wish I bought $10,000 worth of videos then.
- Porbeagle, on 10/10/2007, -1/+2Good job Google.
- inactive, on 10/10/2007, -2/+3ahem, i believe the informal corporate motto is "Don't Be Evil"
http://investor.google.com/conduct.html
http://en.wikipedia.org/wiki/Don't_Be_Evil
http://www.wired.com/wired/archive/11.01/google_pr.html
But yes, your point remains: WTF Google?! - stevedclarke, on 10/10/2007, -0/+0.
- inactive, on 10/10/2007, -1/+1Only 7 people brought videos anyway so the total refund will nearly be $100 dollars.
But yeah, woooooooHOOOOOOO!!!! GOOGLE LOLROFL!!!111ELEVEN!111!!! I WE LOVE YOU!!!!
not. - tybris, on 10/10/2007, -2/+1"Google has responded to its users' dissatisfaction by revising its policy for the better."
Yeah, they're definitely the only company in the world who don't like angry customers... - Psionx0, on 10/10/2007, -1/+0Almost makes it easy to forget that Google is supporting Chinese censorship doesn't it? Good wool for sheep eyes Google.
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