On Friday, there were hardware issues with MLB.TV and I think half of the games lost their feeds and audio for viewers. A lot of fans were frustrated that they could not watch their teams play. And if they did, they were forced to watch the feed from the opposing team’s broadcasters.
(For those of you who don’t know, MLB.TV is a service you can get from Major League Baseball to watch out of market games of your favorite teams. Since I live in Los Angeles now, getting my fix of the Oakland A’s through MLB.TV is a huge blessing to me.)
Because of the error and the outcry of frustration from the fans, MLB.TV decided to compensate for their malfunctions by giving all subscribers a 40% discount code for MLB Shop. In terms of business relations with customers, this is a good move.
But was it the right move? This just means me, the consumer, has to continue giving MLB money because I have to buy something for me to use their compensation. Would it have been better if they gave me back money or did something like no blackout rule? I know that’s harder to do, and due to rules, they can’t do. But 40% off is nice, but I’d be better off with a better compensation.