RIM had two-hour notice of blackout, shrugs helplessly

12 Comments

RIMThere’s been some muttering that RIM knew about the blackout last week a solid two hours before it hit. A few folks reckon that BlackBerry users should have been able to get a heads up on the outage, but that might not be the case. Now, I’m no technician (they keep me around BBCool for my good looks and charm), but how easy do you guys think it is to determine that there’s nothing you can do in a case like that? If a doctor has two hours to save a patient’s life, would you rather he spend that time fighting a possibly avoidable death, or use it trying to figure out how to tell the family? There’s no doubt that behind RIM’s cool, tight-lipped PR façade was a gaggle of headless chickens trying figure out what the hell went wrong, and I’d way rather they do that than focus on spin-doctoring, trying to cover the company’s ass for the screw-up.

Of course, I’m not saying that a warning of some service interruptions wouldn’t have been appreciated. Even if it was just before the crash happened, anything would have stopped a lot of customers from harassing tech support about something AT&T et al. couldn’t fix. But outside of telling people what they would have figured out eventually anyway, how much difference would early warning have really made? Post a comment and let us know what you think.

  • Darien

    Screw a warning, how about a network status page at the very least? How hard would it be to set aside one friggin page on their website to show us current network status? During the outage instead of having to get together with my fellow admins to figure out if other folks were having problems and if it was a carrier or RIM issue I could have just gone to the RIM network status page and read “we are currently experiencing network interruption” and been done with it!

  • Darien

    Screw a warning, how about a network status page at the very least? How hard would it be to set aside one friggin page on their website to show us current network status? During the outage instead of having to get together with my fellow admins to figure out if other folks were having problems and if it was a carrier or RIM issue I could have just gone to the RIM network status page and read “we are currently experiencing network interruption” and been done with it!

  • Todd

    I agree with Darien, a status page is needed.

    At least everyone wouldn’t have wasted time trying to figure out what is wrong with “them”.

    I have come to expect the BB to work 24×7 and had forgot it has flaws and it is just a normal computer.

  • Todd

    I agree with Darien, a status page is needed.

    At least everyone wouldn’t have wasted time trying to figure out what is wrong with “them”.

    I have come to expect the BB to work 24×7 and had forgot it has flaws and it is just a normal computer.

  • Michael R

    OMG there was a system outage?? This isnt the first time its happened and wont be the last. I really dont get why this network outage is sooo huge. The danger network for sidekicks locks up pretty often, and although its user numbers dont rival blackberry its still big. Oh well, my emails working now, not like I missed it anyway.

  • Michael R

    OMG there was a system outage?? This isnt the first time its happened and wont be the last. I really dont get why this network outage is sooo huge. The danger network for sidekicks locks up pretty often, and although its user numbers dont rival blackberry its still big. Oh well, my emails working now, not like I missed it anyway.

  • Darien

    Michael to answer your questions because Blackberry’s are used by MANY company’s locally and internationally as well as various gov’t agency workers. These devices are how a majority of mobile workers stay in touch while in the field. Many organizations use additional applications that feed back in to their corporate networks as well.. it’s not just email/calendaring that these folks lose when their RIM goes down.

    That’s why it’s a big deal.

  • Darien

    Michael to answer your questions because Blackberry’s are used by MANY company’s locally and internationally as well as various gov’t agency workers. These devices are how a majority of mobile workers stay in touch while in the field. Many organizations use additional applications that feed back in to their corporate networks as well.. it’s not just email/calendaring that these folks lose when their RIM goes down.

    That’s why it’s a big deal.

  • Jim

    It’s not as if Blackberry is a single entity. They have technicians, marketing, PR, Biz Developers, etc. You’d think that once a blackout was inevitable (or even after it happened), Blackberry would post SOMETHING on their site. They could have sent a press release, posted an apology on the webpage. Something at least!

  • Jim

    It’s not as if Blackberry is a single entity. They have technicians, marketing, PR, Biz Developers, etc. You’d think that once a blackout was inevitable (or even after it happened), Blackberry would post SOMETHING on their site. They could have sent a press release, posted an apology on the webpage. Something at least!

  • Jerry

    If I had of known about the Blackout I would not have sat 2 and a half hours on the phone waiting for support, only to be told in 2 seconds that no one is working.

  • Jerry

    If I had of known about the Blackout I would not have sat 2 and a half hours on the phone waiting for support, only to be told in 2 seconds that no one is working.