I write this on my wired connection with my whole house Wi-Fi still being disconnected. in the new Agile culture and the world of fast failure, learning from our mistakes and quick turnarounds, it surely took Google a while to figure out what happened.Tons of people took to forums and social media to bash how poorly Google handled this incident. The router is still excellent and I would not trade it for anything, but Google needs to take some service management classes and be more transparent in major incident handling.
Here are some facts:
- Thousands of Google Wi-Fi devices stopped working overnight
- People calling the Google support ended up waiting for resolution for hours
- Google technical support could not assess the nature of the problem for hours
- Resolution for the problem is the “Reset to Default” and setup from scratch.
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