8 Factors That Led To RIM's Fall


Lights Out

All smartphone users know the frustration of losing service and not being able to place a call. And, unfortunately for RIM, this was an all-too-familiar feeling for millions of its customers last October, when a massive BlackBerry service outage ran rampant across the globe.

Angry customers in the U.S. and Canada -- some of whom lost service for up to four days -- grew even angrier when RIM offered free premium apps and technical support to make up for the inconvenience, a peace offering they found inadequate. Customers filed two class-action lawsuits against the BlackBerry maker, seeking financial damages instead of apps, and the BlackBerry brand was dealt yet another blow.