BlackBerry’s recent outage brings up some really good customer service issues. When a service a customer pays for goes down for any length of time, what can the company do to appease their users? And when it’s something that people use every day, like their BlackBerry, would any apology or compensation ever really be enough?
Were you affected by last week’s global BlackBerry outage? If so, you may (or may not) be happy to know that you’re going to be offered a variety of free apps as compensation. However, many BlackBerry users are not happy with this.
Honestly, I’m not sure I would be either. I use my phone not only for personal use, but business use too. So for Blackberry to basically say, “Sorry your service was down (for up to three days), but here, go play SIMS for free to make up for it,” it’s not very impressive.
Many users were hoping to be compensated for the time service was unavailable and I can’t blame them. This would cost BlackBerry a lot of money, but why should their users have to pay for somethng they couldn’t use?
Everyone relies on their phone, but for a business owner, not being able to respond to texts, check email, etc., can affect your day-to-day business operations and even make you lose profit. To help smooth things over with business owners, BlackBerry is also offering them one month free of technical support.
What do you think? Are the free apps and technical support enough or should BlackBerry users be reimbursed?
Here’s a list of the free apps that will be available soon:
- SIMS 3
- Vlingo Plus: Virtual Assistant
- Bubble Bash 2
- DriveSafe.ly Pro
- Texas Hold’em Poker 2
- Drive Safe.ly Enterprise
- Nobex Radio™ Premium
- Photo Editor Ultimate – Ice Cold Apps
- Shazam Encore