Thread: Service Update from Research In Motion CIO Robin Bienfait

Research In Motion CIO Robin Bienfait has written a statement in RIM.com's Newsroom section which is directed at all BlackBerry users worldwide. In the statement, Bienfait apologizes to all affected customers and admits BlackBerry has let us down this week. While the statement sounds heartfelt and sincere, one can't help but wonder if it's not too little, too late.

The full statement is quoted below:

"Wednesday 12th October – 17:44 (GMT-5)

Service update from RIM CIO

To All BlackBerry Customers:

I want to first apologize for the service interruptions and delays many of you have been experiencing this week. I also wanted to connect with you directly, give you an update on the service issues we are trying to solve, and answer some of the questions and concerns you’ve expressed.
You’ve depended on us for reliable, real-time communications, and right now we’re letting you down. We are taking this very seriously and have people around the world working around the clock to address this situation. We believe we understand why this happened and we are working to restore normal service levels in all markets as quickly as we can.
Here is the current status of service and issues for the various regions that were impacted:
For Europe, Middle East, India and Africa (EMEIA):

• Email systems are operating and we are continuing to clear any backlogged messages. Support teams are working to minimize the impact on our customers.
• BBM traffic is online and traffic is passing successfully
• Browsing is temporarily unavailable as the Support teams monitor service stability and continue to assess when this service can be safely brought online
• Support teams have added capacity to help with message delivery between regions and continents

For Canada and Latin America:

• Email systems are operating and we are continuing to clear any backlogged messages. Support teams are working to minimize the impact on our customers
• BBM and browsing services are online and traffic is passing successfully (except for three carrier networks in Latin America that are serviced by the EMEIA infrastructure – browsing is temporarily unavailable for those three carrier networks)
• Support teams are investigating reports of BBM delays

For the U.S.:

• Email systems are operating and we are continuing to clear any backlogged messages. Support teams are working to minimize the impact on our customers.
• Support teams have added capacity to help with message delivery between regions and continents
• BBM and browsing services are online and traffic is passing successfully
• Support teams are investigating reports of BBM delays

We will provide regular updates on BlackBerry.com, RIM.com and via our social channels. We are doing everything in our power to restore regular service everywhere and to restore your trust in us.
Yours sincerely,
Robin Bienfait
Chief Information Officer, RIM"

• What do you think about Bienfait's statement to BlackBerry users?

I think Bienfait is full of crap. Neither email nor BBM is working on Rogers in Canada at this moment.

No Email or BBM service here.
Telus Mobility [Ont Canada] since 10:00PM Oct 11/11

"We believe we understand why this happened....", what kinda statement is this...????? You shouldn't believe you understand what happened, you should know...!!!!!
Digicel and Setar in Aruba out since last night (Oct 11) with a brief return of service around lunch time this afternoon (Oct 12). During this brief return of service a lot of people started to fwd these stupid messages about fixing the service by forwarding the message...