Conor Nolan set assignment 4

Thought it might be nice to share with you the brighter points to my course, when we actually complete work. We may not see eye to eye at all time, and his lecture always interrupted breakfast/lunch so I was too hungry to be happy, but that Conor Nolan guy is cool and he knows how to teach.
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Assignment Week 4 – Blackberry Torch Issue: Engagement and Dialogue

Email sent to chairperson of Hotwire and to official side Blackberry email-address.

Task: To obtain a dialogue with Hotwire PR over the recent customer complaints of the Blackberry Torch handset that concluded with an admittance of fault.

Hotwire failed to respond to my email. Was this reasonable?

The email was sent from a free G-Mail account and the content included a statement of being a student. This does not build an entirely trustful applicant. It could be an undercover journalist or someone from a rival company trying to obtain information that Blackberry has declined to give. This does not make it acceptable.

Without a response in 48 hours any customer would dismantle any good reputation they held for a company.

 Blackberry publicists should have been watching the branded Blackberry forums and responding direct to customer; even if it was just a message to say that the company was looking into a fix for the freezing, what was most need was acknowledgement.

The lack of response and blatant ignorance of shareholder questions have left the issue unresolved over the processor quality thus loosing brand loyalty at the crucial time when rival companies have perfected this on their own models, therefore customer service should have been top priority.