A few days ago, YouTube TV faced a large amount of backlash after running into some technical difficulties at one of the worst possible times imaginable. Many subscribers to the service were left furious after the system crashed during the World Cup, semi-final match between England and Croatia.
After the issue arose, it's estimated to have taken Google around an hour to rectify the issue, in which time viewers were left with no access to the match. Unfortunately, this meant that by the time the issue was solved, a large amount of footage had been missed. YouTube was quick to offer an apology to viewers via email.
To go one step further and make extra amends for the outage, the streaming service announced they would offer subscribers a free week of service. Depending on the package, viewers are subscribed to, you could be paying either $35 or $40 per month, so getting a week for free should work out to be a substantial discount.
The email sent to customers stated: “We’re really sorry for the recent YouTube TV outage during the FIFA World Cup Semi-final. We love out TV as much as you do, and our goal is to make sure that you can access your favorite TV – whenever and however you want.”
“Any recordings of the full game or anything else you were recording should now be available uninterrupted in the Library tab. If you are still experiencing issues, please let us know via email, phone, live chat, or @TeamYouTube on Twitter” continued the email.
“To help make this right, we’d like to give you a week of free service. You’ll receive another email soon confirming your account has been credited the email finished.
This wasn’t the first time YouTube TV crashed during a major sporting event. The service also went down during the NBA Eastern Conference Finals. This is perhaps not the best track record for a service that’s only been in existence for one year. Hopefully, YouTube can get their service to work during big events like this. It's pretty common to see this issue with new technology, but it can only be forgiven so many times.
With this track record, it’s little wonder that YouTube is offering a free week of service as they risk losing subscribers who won’t want to take any more chances with the site. Hopefully, YouTube’s olive branch will be enough to make up for the customer’s unhappiness.