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Oct. 13, 2011

RIM CEO APOLOGIZES VIA YOUTUBE

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Research in Motion's co-CEO apologized to millions of customers today via YouTube after a four-day outage sparked floods of criticism of the company's flagship service.

"I apologize for the service outages this week," he said. "We've let many of you down. ...It's too soon to say that this issue is fully resolved, but let me give you more detail about what's happening..."

PR counselor Richard Levick said yesterday that a sincere apology from the company would be a good start, but he called the episode a "bet-the-company moment" that requires further action.

InformationWeek's Fritz Nelson was more blunt: "That giant sucking sound coming from the Great White North? A colossal purging of every ounce of goodwill RIM has left."


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