Blackberry outage workaround

This article about a recent Blackberry outage in the UK underscores two important concepts of Service Quality: 1) Users don't care about the root cause, they just want their service to work, and 2) the use of workarounds, as we cover in Chapter 1 of our book.

In this case it's interesting to note that the workaround (use wifi to access email) is not being put in place by the service provider, but by the user. It presents both an opportunity (the ability for the user to achieve the same result) and a threat (the user might switch providers after getting a taste of how to achieve that result without the current provider).

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