Angry customer sues BlackBerry over service problems

BlackBerry customers are so angry with the company behind the smartphone that lawsuits are being filed over recent service outages.

Research in Motion has been besieged with problems that have left customers worldwide without service for days at a time.

Reuters reports that a lawsuit has been filed in U.S.  District Court on behalf of the millions of active BlackBerry customers who experienced email, internet and messaging interruptions in October. A similar suit was filed in Canada.

In the U.S. lawsuit, Eric Mitchell of Sherman Oaks, Calif., said he had an implied contract with RIM when he got his BlackBerry service through Sprint. He said he paid for service he didn’t receive.

During the outage between Oct. 11 and Oct. 14, the lawsuit says, Mitchell couldn’t communicate “in real-time, without delay, reducing and interfering with his productivity and causing him damage and loss of money.”

Bottom line, Mitchell wants to get paid.  Do you?

Christopher Seward

13 comments Add your comment

DJ Superstar

October 27th, 2011
2:06 pm

These guys are clueless. They do not have any SLA with RIM. If they have one, they can go after RIM. Just getting their phone does not imply that he signed up with RIM with an SLA.

Most probably there’s some fine print in the contract that they might have signed.

C. Tampa Ironworse

October 27th, 2011
2:19 pm

I want Candy…IEEEEEEEEEE want CANDY!!!

Betty FriedSpam

October 27th, 2011
2:24 pm

So if a truck from any big money’d company has a wreck on the interstate and blocks you from getting to some place your little arse wanted to go, are you going to sue big money’d company? America, gotta love it. What a bunch of arses we are.

IT Manager

October 27th, 2011
2:36 pm

However, if you are an enterprise-level customer with some 65,000 BlackBerry devices as we are then, yes, there is certainly an SLA which RIM didn’t meet. They are also compensating customers at this level by extending their support at no charge. And, T-Support as RIM calls it, is quite expensive so “free” months due add up quickly. Will save our company about $27,000 based on the support extension we have received.

Down the tubes

October 27th, 2011
2:39 pm

RIM is a dead product, Suing them makes them die faster.

Smart phones leapfrogged over RIM three years ago, and RIM is just dying a slow death with fewer customers.

Bankrupt in 4 years if not earlier.

Betty FriedSpam

October 27th, 2011
2:44 pm

Folks, lawsuits are basically like lotteries. They make a few people fabulously wealthy (see John Edwards), and the rest of us poorer. Any product or service you buy is much more expensive that it needs to be because the provider of said product or service has to protect against some moron’s lawsuit. Tort is legal theft. Period.

Danny O

October 27th, 2011
3:26 pm

@Betty Fried Spam

First of all, the above case is not a tort, but rather a breach of contract claim.

Second, would you say that the landowners in east Tennessee whose property was ruined by the TVA coal ash spill are thieves? Or a child whose parent is paralyzed for life by the actions of a drunk driver, are he a thief? Or how about the families who lost fathers and husbands in the Upper Big Branch Mine explosion, in which Massey Energy deliberately disabled methane sensors? Are they thieves?

Like it or not, someone will pay to clean up that pollution, to feed that kid, and to keep the lights on for those families. If the wrongdoer doesn’t pay for it, then the taxpayers will. And nobody wants that.

DJ Superstar

October 27th, 2011
3:35 pm

@IT Manager: If you are an enterprise customer with a SLA with RIM you have already received compensation in terms of extended support or whatever your company has worked out with RIM. Those Joes’ that do not have a SLA with RIM and are just complaining because their Yahoo! or Gmail did not get forwarded to the device due to the outage are smoking something if they think they are going to get a penny out of this lawsuit.

I read it as I see it

October 27th, 2011
4:12 pm

It’s all about the money. What did people do before the internet or cell phones? Get real, life goes on.

12 year Crackberry user

October 27th, 2011
4:40 pm

Problem is, the wireless companies have the SLA’s with RIM, not the individual users. They get paid back, yet the consumer received nada. Maybe we should all do a Wall Street sit in and stop using them… not.


October 27th, 2011
6:34 pm

Happy to say I’ve experienced no service outages, because I don’t have a BlackBerry. I’m so technology old school, if it’d still work I’d use one of those 70s era wireless phones the size of a brick.

cameron sharp

October 29th, 2011
1:57 pm

well i have a blackberry 9300 and i am extremely disappointed that i have had to put up with my phone not working for a few days and i hope they give up crackberry users something in return i use mine for business and have missed out on alot they i hope they fix it thanks (a very unhappy customer)!

Blackberry User No More

November 2nd, 2011
10:56 am

BB is horrible…It takes forever to load a page, check email and even send texts. The company needs to get with the times and either do a complete upgrade or just close down and call it a day. I couldnt use my phone for days and all they wanted to give me was a free app?? Who wants a free app that wont work anyway…how bout a discount on my bill!! As of today I am switching to an IPHONE and never looking back!!