All blackberry users have witnessed a crash in the instant messaging BBM service, e-mails and internet for a period of time of 36 hours. The customer service has failed its customer not only because of the system’s failure but mainly because of the way t hey handled the crisis. Research in Motion’s (RIM) public relations office did not manage to please their outrageous and angry customers. They have failed applying one of Communication’s basic steps which is sending the message and receiving a feedback. According to the article the customers received a message from one of the company’s twitter account saying:
"Some users in EMEA are experiencing issues. We're investigating, and we apologize for any inconvenience."
This simple and unclear message (EMEA which stands for Europe, Middle East and Africa) did obviously not fulfill the client’s needs. Knowing that Al Akhawayn students are big fans of this product, I have asked some of them if they received any messages from the organization, the students did not confirm receiving any messages. The succeeding update posts were posted late and were as bad as the first one. “It took 36 hours for RIM to give the world any explanation of what had happened” this critique can ruin the image of any successful company; this failure will be used as weakness from competitors and will take advantage of the situation.
Due to the numerous critics, the Blackberry P.R service came up with a new approach to regain their client’s trust, offering to their customers free “premium apps and refunded all damages and bills. You can find on this website all the premium apps added http://www.2oceansvibe.com/2011/10/17/rim-offers-free-apps-to-apologize-for-that-whole-blackberry-crash-thing/
This method seems to be efficient and has maybe helped satisfy some angry BB users but it will not be forgotten anytime soon.
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