There is one thing you can always count on RIM doing (or in this case not doing) during a crisis. Communicating and providing transparency for their users. RIM has a history of data outages over the years culminating with 2 outages in the past 7 days. They might have a reason for the outage and it may be that they were up all night fixing this current one but WHY CANT THEY TELL US WHATS HAPPENING!
During an outage BlackBerry users are left totally in the dark wondering what happened to their devices. Some users are smart enough to immediately check BerryReview or send in a tip asking if there is an outage but many users have no clue. RIM provides no public notice of the current status of their network and everybody is left scrambling trying to figure out what the issue is. While RIM may notify some of their big enterprise customers (and rarely the press) they have NEVER sent or posted any notification for users. They don’t even have the decency of releasing an apology.
A simple and timely Mea Culpa would at least show RIM that they care about the 50%+ of their consumer users. Instead we have to rely on websites like www.dataoutages.com to let us know when RIM notifies the customers they actually care about. Jared @PC World takes this one step further saying that RIM should compensate users
So RIM when will you realize that your main customer base is regular consumers? Users are getting tired of RIM providing no SLA or even an apology and explanation. Wouldn’t it be nice if RIM just came out and acknowledged issues? The fact that we still have massive points of failure for the BlackBerry infrastructure is really getting old but a status dashboard like Google has would only help alleviate the questions. They could even just post a notification on their Official BlackBerry Blog. Transparency and communication goes a long way…
What do you think?