It was a tough week for Research in Motion (NASDAQ:RIMM) after its BlackBerry faced three days of worldwide service disruptions. While the smart phone was back in working order by Thursday, the company faces questions about what happened.
According to a conference call on Thursday, the company didn’t have any answers yet. Angry customers took to Twitter to express discontent and ask if the phone carriers would compensated for the problems. They also expressed interest to switch from their BlackBerrys to Apple’s (NASDAQ:AAPL) iPhone or other smartphones supported by Google (NASDAQ:GOOG), Microsoft (NASDAQ:MSFT), or Nokia (NYSE:NOK).
RIM (NASDAQ:RIMM) co-CEO Jim Balsillie said on the call that no one was thinking about potential compensation. He expressed appreciation to the carriers who lent support during RIM’s crisis and noted an understanding for customers’ lack of trust in the BlackBerry brand.
“This has not been about pointing fingers. This has been about serving customers.”
Some carriers have offered to compensate BlackBerry subscribers for downtime caused by the outage. They include Vodacom, MTN, Cell C, 8ta and Virgin Mobile — who was the first to offer compensation on Thursday.
The three-day outage was the largest one in Research in Motion’s (NASDAQ:RIMM) history. RIM is trying to determine why a backup system didn’t work after the core switch failed, knocking out service across three continents and affecting millions of BlackBerry users.
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