Om Malik reports that Google’s latest acquisition, GrandCentral has shifted its “numbers for life”. “Have one phonenumber you can keep for life” proclaims GrandCentral’s product information, but this, apparently is not exactly the case, as Om writes.
Judi Sohn, who edits WebWorkerDaily and has been a long time fan of GrandCentral got an email from the GrandCentral team letting her know that her number will be changed as of August 25, 2007. She was fuming, but not anymore: Google-owned GrandCentral (GOOG) will pay for reprinting her business cards.
Judi writes: “One number for life.†Not so much, huh?”
As I read her post and that of other recipients of GoogleGC’s email, it becomes clear how narrow the path is that web2.0 service providers travel. Because service and service delivery are now so very transparent, every change in service, especially if it contradicts promises about the product, as it does here, are all over the internet in a matter of hours. Gone are the days when companies could hide comfortably behind a facade. Users are now part and parcel of any product offered nowadays and will make themselves heard if the that product disappoints. A good thing though, that Google offered to refund the costs incurred in having to reprint business card that carried the GrandCentral number.
On a side note: Rebtel has received comments for having a relatively “difficult” product that necessitates a small change in calling habits: assigning a local number to a contact and then using that number as their phonenumber in you contact list. Also, the concept of smart calls (calling that’s free within your inclusive minutes, by asking you contact to hang up and call you back while you stay on the line) needs some time before peope actually start making use of it. Very important to us is the fact that the product is transparent and that we’re visible and active users of it ourselves. After all, disruption is in our blood…
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