I would agree only to the extent that if the customer notified the company.
The customer has some kind of responsibility as well. If they don't like the service, then they should leave it. Before it becomes something ridiculous like not have service for months, not calling in, and then demanding a refund for that time. (I see this all the time, and a router reboot fixes the issue)
You would be amazed at the level of individuals that somehow think every outage is caused by the ISP. And where the individual claims zero responsibility. Or that a "tech" is supposed to come fix every issue. Or refund them because the power went out last night.
There is a balance, and that line normally is very simple.--