Rim announces BlackBerry back to normal

Rim finally resolves a complex series of hardware and software failures to restore service

October 14, 2011
BlackBerry Bold 9900

Rim has announced that its BlackBerry services are back to normal now, following a week of global problems and outages.

Co-CEO Mike Lazardis appeared in a video on YouTube to say he was sorry to Rim customers: “I apologise for the service outages this week. We’ve let many of you down,” he said.

Not long after, the BlackBerry service update page received a post which claimed that all was now well.

It read: “BlackBerry services are operating well globally. BlackBerry Support teams continue to monitor the situation around the clock to ensure ongoing service stability. Some customers in Canada and Latin America who are sending messages to other regions may see intermittent message delays. Support teams are actively addressing this.”

Rim also noted it would have to work hard to restore the trust and faith of customers who weren’t impressed with the early handling of the incident at the start of the week, and lack of communication from Rim.

It seems that having a scan of Twitter, most folks service does indeed seem back to normal, as we couldn’t find a complaint relating to a BlackBerry problem (when earlier on yesterday there were still plenty).

Apparently the outage was caused by the failure of a Cisco network switch, and subsequent failure of a back-up. Even that shouldn’t have been damaging enough to cause a three and a half day outage, but further complications were caused by a database failure.

It was a nasty string of events by all accounts, and no doubt Rim is examining its procedures to ensure it isn’t one that’ll be repeated. There’s already serious enough potential fallout from this issue, in terms of customers who have said they’re leaving BlackBerry for pastures new – likely Apple.

And in terms of potential compensation claims against the firm for business losses. Network operators are looking at compensation monies for having to deal with a great deal of flak from its customers due to Rim’s failure.


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