RIM needs to show more goodwill after outage fiasco


Research In Motion's (NASDAQ: RIMM) three-day BlackBerry service outage earlier this month could not have come at a worse time for the company as it struggles against the onslaught of the iPhone and Android devices in the enterprise.

RIM tried to make good last week by offering consumers a select number of free apps valued at $100 and giving enterprise users a free month of technical support. And of course, the company apologized profusely.

But for big-paying customers and corporations, these gestures of goodwill aren't that attractive. As such, it's imperative that RIM make good with the CIOs impacted by the outages--especially considering the numerous studies that show BlackBerry devices are on the decline in the enterprise and among the employees bringing their devices into the workplace. It doesn't help that the outage came at around the same time as Apple's (NASDAQ: AAPL) introduction of the iPhone 4S.

Gazelle, which purchases gadgets in return for cash, said it has seen an 80 percent uptick in BlackBerry trades since last week.

RIM, no doubt, thought this fiasco would blow over, but folks are still talking about it. As such, it should do more to foster goodwill among its most valuable subscribers--enterprise customers.

So a couple suggestions: A break on the BlackBerry enterprise server charges or credit for the time service was out would be nice. - Lynnette