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07:55 21st October 2011
Research In Motion (RIM), the Canadian-based maker of BlackBerry smartphones, will see who its hardcore customers are following last week’s blackout, which left many across the world without its services for three days, according to Pete Cunningham, principal analyst at Canalys.
Last week, BlackBerry users had restricted or zero access to mobile internet services, preventing them from accessing emails or using the BlackBerry Messenger (BBM) service.
"I don't think they've handled it particularly well," said Mr Cunningham. He suggested RIM could have been "more proactive" in keeping customers in the UK, Europe, Middle East and Africa informed about the problem.
"It's obviously caught them by surprise and I think it's the first time they've had an outage of this scale – for it to be lasting on and off for over three days is pretty significant,” he said.
He added the situation is testing BlackBerry customers' loyalty and tolerance, but recognised it is hard to say what impact it will have on the company in the future.
Posted by Derek Oldman
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