Remember this, BlackBerry: when it comes to customer communications, it's NOT all about the carriers

Remember this, BlackBerry: when it comes to customer communications, it's NOT all about the carriers

Summary: Once again, there were scattered BlackBerry service outages yesterday. This time, it was maintenance on the BlackBerry Internet Service side of the business.

SHARE:

Once again, there were scattered BlackBerry service outages yesterday. This time, it was maintenance on the BlackBerry Internet Service side of the business. The one that forwards your other email account messages to your BlackBerry.

Unfortunately, yesterday proved that when it comes to letting customers know what the you-know-what is going on, BlackBerry's notification processes are extremely flawed.

These outage notification processes seem to entirely consist of:

Email alerts directly from RIM to key commercial accounts.

There doesn't seem to be a system in place for letting smaller accounts, and individuals who access BlackBerry services via their cell carrier from knowing what is going on.

No "we have reports of scattered BlackBerry outages" notifications on the BlackBerry and RIM sites. There also doesn't seem to be a regular structure in place for letting carriers know of these disruptions in a manner that would enable these carriers to post outage-related notifications and updates on their own sites.

These have been flaws ever since I can remember.

Plainly, these flaws call not only for engineering new business processes that let all BlackBerry customers know about outages.

If it means taking a few carriers by the scruff of the neck and getting them in the customer alert loop, then so be it.

I still have my doubts this will be done right away. Even if the will to do so was there, BlackBerry is so subservient to their carriers I doubt they lack the will or the vision to architect subscriber alert systems such as the type I am proposing here.

Topics: BlackBerry, Hardware, Mobility, Outage

Kick off your day with ZDNet's daily email newsletter. It's the freshest tech news and opinion, served hot. Get it.

Talkback

2 comments
Log in or register to join the discussion
  • It's NOT all about.....

    Good article Russell. RIM has gotten so big and fancy that they forget the little guy/gal who made 'em that way! They probably have some algorthium showing how many are connected and downloading at a given time of day and just ignore 'em as a illrelvent group of users.

    ff
    fredfarkwater@...
  • Unlocked BlackBerry Phone and Accessories in India

    We are selling unlocked blackberry phone and its accessories in india at a good price. We are having lot of selection of its accessoies which you will not find anywhere in india. COntact me at manjeet.capri@gmail.com
    SmartPhone-India