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One of the major failings that we have in our modern daily society is a lack of tolerance and too much of a sense of instant gratification. Our fear of disconnection is far to great. Patience is a virtue, is a saying that I heard often from my parents and my grandparents, and it is something I believe that our modern daily society could do well to learn. The second virtue we seem to have lost is the one of responsibility. I happen to be one of the unlucky millions that were affected by the last Blackberry outage. I read numerous reports and comments on the projected effect and threats to move to another platform, and with each I shook my head in dismay. Our hunger for information has lead us to become so completely intolerant of a service outage that we literally shake in rage should such an outage occur. We become spoilt adolescents that throw a tantrum because we cannot get our own way, and it is shameful. When there is a service outage, the service provider is going to do its best to restore the service to its previous state. That is the assumption, especially when the service is being paid for. In this case, the service provider, being RIM, was negligent in providing feedback regarding the reason for the outage, but they are not the only ones at fault. I am provided with my service by one of the four cellular service providers in South Africa. When RIM failed to provide the service it had been previously providing, my service provider would have been the ones to contact them to resolve the cause of the issue and as to how long, if possible, the outage would be. As far as I am concerned, they, not RIM, are to blame here, especially for their lack of communication. If I don’t pay my cell phone bill, it is them and not RIM that will cut me off, so it is from them that I expect some sort of communication. All I need is for them to accept some sort of responsibility for the issue, and then move on. Admittedly, when the second round of outages occurred, there was some communication, but this was only after severe lambasting in the press regarding the state of affairs. At the end of the day, service was restored and communication could commence at the speed at which it had previously been and so information could be exchange and the human psyche could be satisfied once again. Quite frankly, if we had just been patient and simply waited, the issue would still be resolved at the same speed. And threatening to change to another hardware vendor because of a small incident like this one is really an adolescent reaction. What happens if the new hardware vendor has a similar outage? Face it, sh1t happens, all you have to do is look in the mirror and you have living proof thereof, so build a bridge and get over it.
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written by RIC007GP, October 18, 2011
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And this just proves again that technology is considered to be great... until it dares to fail! (Which it inevitably does, from time to time.)