Disservices Dazn, the company apologizes: refunds start after the chaos on Inter-Naples

Dazn customers who had to suffer disruptions during the first day of Serie A in 2023 and especially yesterday evening, January 4, during Inter-Naples will be reimbursed. In a note, the club has once again apologized to subscribers, after the very harsh controversies unleashed on social networks by the many who had complained of not being able to follow the matches. Problems that would have involved “some customers”, explains the company in a note, however caused “by a third party”, that is, a “global external partner, in charge of managing the distribution of traffic on the servers (Con) used by Dazn”. The Ott, which has the exclusive rights to broadcast Serie A live, says it is evaluating “actions to protect the service offered”, while the technical problem that emerged during the match at San Siro would have been identified and gradually resolved. After the revolt on social media, the Minister of Enterprise and Made in Italy, Adolfo Urso, convened the top management of Dazn for a clarifying summit. The meeting should be held on January 10, to which the sports minister Andrea Abodi and the heads of Serie A have also been summoned. A move that Urso explains intends to try to «clarify the actions that the club intends to take, investments in the network technology, in order to respond to the needs of users”. Dazn had already been overwhelmed by controversies over similar disservices in the past. On that occasion, the company tried to calm the anger of subscribers with a refund plan, as in this case.

Dazn’s note

We regret what happened during two of the ten matches played on 4 January, Inter-Napoli and Udinese-Empoli. Although Dazn’s technology remained resilient and functioned correctly during the use of matches, a technical disruption occurred caused by a global external partner, in charge of managing the distribution of traffic on the servers (CDN) used by Dazn. First of all, we believe it is our duty to apologize to the impacted customers who we will proactively reimburse in accordance with current regulations. Some customers have been affected by this disruption which was caused by a third party. Dazn’s protection mechanism to ensure service continuity was activated and the technical team promptly identified the problem and implemented the essential corrective actions which allowed the gradual restoration of the service. The outage impacted some customers, while most connected people viewed the events without any problems. The live streaming of sports content depends on multiple factors and on the contribution of a series of partners including the managers of specific video content distribution infrastructures, from whom we expect the highest quality standards. Dazn is committed to meeting the highest standards and for this reason yesterday’s incident is unacceptable to us. Quality and attention to the consumer remain essential priorities for us, for this reason we will evaluate actions to protect the service offered and the important investments made and mitigation measures with all our distribution partners to ensure that enthusiasts can enjoy the coverage of the a series on dazn without further technical problems.

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