"Since RIM is struggling, someone must have had the idea to talk to users, to try to smooth out the rough waters," he added.
Despite the sudden PR outreach, Kagan nonetheless predicted the three-day outage means that "RIM will take a hit and customers will leave."
Other analysts were more guarded, saying customers who are considering leaving RIM over this outage will have to weigh many factors, including whether the alternatives are going to be better.
The Lazaridis video was a "good and necessary step," said Ramon Llamas, an IDC analyst. "Still people want to see results."
Llamas said apologies from RIM alone won't do nearly as much as solid performance.
"Apologies are a necessary step, but not the be-all and end-all," he said. "Results will keep customers from leaving better than apologies," Llamas said.
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