RIM Co-CEO Lazaridis Apologizes for BlackBerry Outages

Posted by at 6:50 am on October 13, 2011

RIM co-chief Mike Lazaridis in the video below personally apologized for the still recovering BlackBerry service outage. The company was “working tirelessly” to get back users’ faith, he said. He wanted to give a repair time but couldn’t, and he acknowledged that the company should have done better.

“You expect better from us, and I expect better from us,” Lazaridis said.

Both he and an earlier team update had pointed to major improvements across all areas, although the executive left room for some “possible instability” as RIM cleared the backlog of messages triggered by a core switch failure and a bad backup.

The personal response may help assuage frustrations from BlackBerry owners that top management wasn’t taking responsibility for an outage that rendered its core product near-useless for almost four days. RIM and its CEOs have often made the centralized nature of BlackBerry service a selling point for its real-time speed, security, and efficiency. The creation of a single point of failure even for basic services like the web and online apps, however, makes any outage that much more severe and has led some to consider switching to an iPhone or Android phone, where such failures are generally unheard of.

1 Comment for “RIM Co-CEO Lazaridis Apologizes for BlackBerry Outages”

  1. maxmz02

    Don’t blame anyone of the CoCEO, they may want the company better,
    but can’t reach the target because of the enterprise culture, like
    I said 3 years ago, RIM is old before really grow up.

    Strange culture in RIM, and this culture generate self-destroy
    political environment.

    In RIM if a new hired person figure out major problem and introduce
    efficient approach, both manager and his buddy group member will proof
    their wrong approach works. just like someone point out driving a car
    is right way, pushing a car is wrong way, then both manager and his
    buddy group member will hate you, and proof that 3 person can also
    move the car by pushing it. cheating email will be sent to some vice
    president, saying like: see, the car moving, pushing a car is a natural
    part of the process.

    It is very strange company culture and strange company political
    environment, it promote stealing and cheating skill. RIM’s management
    may be a typical instance in MBA course.

    This culture deny or steal hardworking team members’ contribution/
    innovation, generate strange political environment, destroy RIM.
    July 7th 2008 when I start to work in RIM ID group, I found RIM’s
    CAD skill in ID group is still in low efficient level of 10 years ago,
    like ID changes can’t be regenerated in mechanical part, so I point
    out the problem and introduce efficient topdown process, to make
    sure top level adjustment will always be regenerated in down level.

    But the RIM’s CAD experts wrote email to 3 VPs and successfully make
    them believe that—–whenever top level adjust, continuously and
    manually audit in down level is a natural part, means low efficient
    is a natural part in every RIM’s device design program.

    They abuse their power layoff the only driver, and use 3 person
    pushing the car, “continuously and manually audit in down level
    as a natural part”.

    “continuously and manually audit in down level” is the mark of not
    qualified for the position, but in RIM, strange thing happened, why
    RIM low efficient, so don’t blame CEO, the Co-CEO are innocent.

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