Though Google just about runs the universe at this point, the company does a stellar job of recovering from the inevitable, occassional evil deed. Consider the case of what the search giant itself calls “Google Video’s Download to Own/Rent Refund Policy vs. Common Sense.” The “Common Sense” side of the argument belongs to the users, the people who paid real money to download videos through Google, thinking they’d either own them for good, or rent them for the agreed-upon period. Unfortunately for them, Google axed the program. Which means that people who thought they had bought a video – as in, they own a copy for good – will have it stripped away.
The company originally offered Google Checkout credits to make it up to these customers, but that move incited a small revolution. “Common Sense” emerged victorious: Google is now offering a full credit card refund to anyone who ever bought a video, and will support playing the videos for another six months. From the official apology: “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.”—Gregory Mone