RIM founder and co-CEO Mike Lazaridis said the BlackBerry service's infrastructure "suffered a hardware error," and then the problem cascaded. A backup system "did not work the way we intended." Lazaridis said RIM is "working with vendors to fix the particular error that occurred Monday," but he declined to name specific vendors.
The BlackBerry service outage started in Europe, the Middle East and Africa. By Tuesday it spread to South America. That night, RIM assured customers that the glitch had been identified and was "now being resolved" -- but on Wednesday it got worse as customers in the United States and Canada were hit. The outage primarily affected text messaging and Internet access, leaving some voice calling services operational. Earlier Thursday, Lazaridis posted a taped message on the company's website, saying, "We've let many of you down." At a teleconference on Wednesday, executives pledged that despite a huge data backlog, RIM will not drop any e-mails -- all messages will eventually be delivered. The reps dodged several questions about make-good efforts for customers.
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