Last Sunday, DAZN (one of the most known streaming platforms in Europe) crashed and subscribers were unable to regularly watch the portal’s flagship product: FOOTBALL.
The result was an apology post published on the DAZN facebook page (you can see it below) in which a supplier was blamed, and customers left with no alternatives, so they have bombarded the company with refund requests.
The post says:
We are very sorry about what is happening today on the DAZN platform. The problem is caused by the failure of the authentication service provided by one of our external partners which was not able to quickly resolve by applying the necessary backup procedures, despite having received timely information and immediate collaboration from DAZN.
I also did not appreciate the communication from DAZN which caused thousands of comments by their customers asking for refunds. How to say … Are you putting your hands on? Ok, I ask you for a refund!
Were there any alternative ways to interact with their fan base?
Or when things go wrong, does the client always have to take the fall?
A user in maximum transparency wrote: you have chosen the partner!
The last time it happened to us in Inspector (2 days of intermittent data visibility) we immediately notified customers that we were aware of the problem, and as soon as we fixed it we sent everyone a coupon that would have discounted 50% the next month’s payment.
Companies with a SaaS business model play a long-term game with the customer’s Lifetime Value (how many months on average a customer pays you before canceling) which has always been the metric that has the greatest impact on our economics.
Based on my experience if the Lifetime Value goes up our excel are filled with green boxes, graphs that tend to go up. If the Lifetime Value falls one by one, all the economic indices becomes red.
Didn’t DAZN have the financial strength to give a discount on next month to all customers who suffered the problem, differentiating itself from other competitors by adding excellent customer support to its offer?
Or does having the Serie A rights next year make the company feel in a position to afford a disservice today?
The seriousness of the company is denoted by the fact that it discharges the blame on third parties (which does not interest the customer who has subscribed a monthly subscription).
We can not in any way see a match without paying; You should be impeccable in providing the service. Otherwise, always a serious company, would have already opened the procedures to refund each user.
What do you think about? Write in the comments