The business and culture of our digital lives,
from the L.A. Times

« Previous Post | Technology Home | Next Post »

RIM CEO says BlackBerry service restored, apologizes for outage [Video]

October 13, 2011 |  8:44 am


A top Research in Motion executive said BlackBerry service was fully restored early Thursday morning after the company's worst-ever outage and personally apologized for the problem that affected many of its 70 million customers around the world.

"I want to apologize to all the BlackBerry customers we let down," Mike Lazaridis, RIM's president and co-chief executive, said in a video posted on the company website.

In a conference call with reporters Thursday morning, Lazaridis said any continuing problems experienced by BlackBerry users were likely caused by the lengthy backlog of messages due to the three-day outage.

He also suggested that customers still experiencing problems remove their BlackBerry's battery for a short time to reset the device because the lengthy outage could have affected its ability to synchronize with the network.

The RIM executives said the company has been working around the clock to resolve the outage, which began in Europe on Monday . By Wednesday, the service disruptions had spread to five continents, including North America.

The company believes the outages were triggered by a hardware failure and RIM was taking "immediate and aggressive steps" to minimize the risk of it happening again.

"Our inability to quickly fix this has been frustrating," Lazaridis told reporters.

Many customers have been furious about the loss of service, with some vowing to ditch their BlackBerrys for competitors such as Apple Inc.'s iPhone and devices using Google Inc.'s Android operating system.

With service restored, RIM executives said they now would start considering how they might try to soothe angry customers.

The outage, the most extensive in the company's 12-year history, comes as BlackBerry has been losing market share rapidly to the iPhone and Android devices.

RIM's stock was down about 3% in early trading Thursday after losing 2.2% on Wednesday. So far this year, RIM stock is down about 60%.


BlackBerry woes spread to the U.S.

RIM explains BlackBerry outages, says it's working on fix

BlackBerry underfoot: RIM stock loses 20% on downgrades, weak performance

-- Jim Puzzanghera

Photo: The BlackBerry logo on a Curve 9300 smartphone, manufactured by Research In Motion. Credit: Simon Dawson / Bloomberg