COMMENTARY | Blackberry customers who were unable to send messages or access their email during the three-day (longer for some customers) service outage can relax a little bit; the company is offering a collection of apps to customers for their trouble. Apparently, Research in Motion is taking a page out of the Sony playbook on how to apologize to customers for service disruptions. While some customers might enjoy some of the apps, what happened to good old-fashioned refunds?
The apps included in the free offer have a $100 value and include: SIMS 3, Texas Hold'em Poker 2, Bubbly Bash 2, DriveSafe.ly Pro, and more. Plus, more will be added later. In addition, business customers will be offered one free month of tech support, which would have probably done little good during the outage.
Sure free swag is a nice deal for anyone, and the $100 retail price is sure to raise a few eyebrows, but RIM could have probably won a few more hearts by offering a credit for anyone affected by the outage. It is not like breaking a monthly charge into a daily amount is difficult math, unless the company is trying to hold onto as much as they can.
Some folks might appreciate the free gifts, but it seems like RIM could have done a little better. Even some sort of hardware or ear pieces would have been a nice gesture, but it seems like RIM like other companies are taking the easy way out and offering up downloadable software. Sure some of the apps are great, but if the customers wanted the apps in the first place they would have downloaded them.
Customer service and satisfaction should be a priority for RIM, it is not like Blackberry is only brand of smartphones and tablets available. Whether or not the company has done enough to keep customers from moving to different companies should be pretty obvious once contracts start coming up for renewal, and then it will be too late to address keeping customers happy.
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