Google Is Sorry, Will Offer Full Refunds To Video Customers

Google has admitted to making a mistake with its poorly conceived (and received) plan to offer Google check out credits to customers who had purchased videos on its recently discontinued video download service.

We’re happy to report that Google will now be offering full refunds. From the Official Google Blog:

* 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.

* 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.

* 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.

An update on Google Video feedback [Official Google Blog]

PREVIOUSLY: Google Taking Back All Videos You Rented or Bought From Them

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  1. fluiddruid says:

    Glad to see Google doing the right thing. I’ve always enjoyed their products and hopefully they can show that not being gigantic jerks to your customers is a viable business strategy.

  2. rkm12 says:

    Hmm, I got the original email about the checkout credits and haven’t gotten this email. We’ll see.

  3. Squeezer99 says:

    the refund screwed up a lot of people’s 0% BT for life on credit cards that require a minimum purchase.

    [www.fatwallet.com]

  4. Buran says:

    Wow, that’s the first time I’ve ever seen people complain about getting a refund!

  5. Buran says:

    @Squeezer99: That is the first time I’ve ever seen people complain about getting refunded! Especially after they complain about NOT getting refunded!

    I think these people would have complained no matter what.

  6. Buran says:

    Whoops. Sorry about the doublepost… reloaded several times, but the first one didn’t appear til after I posted again regardless.

  7. Trai_Dep says:

    So Google returned all the money that anyone spent (rent or buy) on a beta service. That you “had” to use to buy something online. Now they’re going to – on top of that (which is more than I’ve seen any company do – reverse charges on the credit cards. Saying, “Hey, guys, keep the refund we already gave you (even those that have rented, which, well: FREE RENTAL).”

    All for a problem that arose because the studios foisted a DRM scheme that – had they their druthers – they wouldn’t have used anyway.

    And there are people still complaining?

    Geezus, there’s being an active consumer, and there’s ungrateful, misdirected whining. Save the big guns for companies that do evil next time, huh?

  8. vladthepaler says:

    Good. That’s what they should have done in the first place.

    Anyone who’s still pissed should learn a lesson: if you buy something with DRM, you don’t really own it. Do not buy DRM.

  9. AdmiralNelson says:

    Yes, this isn’t Google being all that great and awesome to customers. This is google being shamed into doing the right thing. If noone complained, then everyone would have been stuck with that Google Checkout credit.

    Of course, give Google credit for making amends when they do drop the ball.

  10. CumaeanSibyl says:

    @AdmiralNelson: On the other hand, there are companies who would respond to all those complaints with “neener neener, we’re big and rich and there’s nothing you can do about it.”

    Some places are willing to take the PR hit to save money. Google, because of the corporate image it’s trying to project, isn’t. I know it’s a cynical move on their part, but I like their cynicism better than the other kind.

  11. Trai_Dep says:

    Where’s the shame? They announced their beyond-the-call-of-duty reimbursement for those who bought into a speculative format the same day they announced, “This doesn’t work in the way that the studios made us deliver it.”

    Again, save the big guns for companies that don’t strive to do the right thing. Google at least tries (we can disagree whether they are successful, but it’s pretty clear they’re trying, right?)

  12. dextrone says:

    Hmmm, good business practices=good business.

    I still can’t believe Google has humans working the company. I hope Google won’t be going anywhere for a while. From what I’m seeing Google is a pretty good semi-monopoly, however they do need competition to keep them in perfect line.

    But the 2x refund is probably worth it for Google’s FUTURE PR.