Research In Motion’s BlackBerry service outages have prompted the company’s co-CEO Mike Lazaridis to issue a video apology to customers and the company said that the outages were caused by a core switch failure within RIM’s infrastructure and that the fallover to a back-up switch failed to function properly. RIM nnounced in a conference that all BlackBerry services have been restored globally and RIM will now be closely monitoring and placing safeguards on its networks and servers to make sure that such events never occur again………………….
Sporadic outages of BlackBerry messaging and email service have spread to the U.S. and Canada, as problems stretched into the third day for Europe, Asia, Latin America and Africa. RIM said a crucial link in its infrastructure had failed and a backup didn’t work either. As RIM’s BlackBerry servers and associated services begin to return to normal, company founder and co-CEO Mike Lazaridis has taken to the Canadian-based company’s YouTube channel to personally apologise for worldwide outages affecting customers, detailing exactly what happened for such a prominent service to be unavailable for so long. Echoing a written statement on BlackBerry’s Service Update page, Lazaridis explains that RIM didn’t meet its goal of providing “reliable, real-time communications around the world” adding that the company “did not deliver on that goal this week, not even close”. RIM’s founder provides updates on RIM services and makes specific references in to claims that his company didn’t response quickly and clearly enough via its social media channels to alert users of the issues plaguing the BlackBerry infrastructure. The delivery of a YouTube video will only go so far to restore confidence in RIM and its BlackBerry brand, but it takes a lot to get in front of the camera and admit your mistakes.