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Sidekick Phone Users Lose Data In Server Crash

Huge setback for new Microsoft phone

By Mark Huffman
ConsumerAffairs.com

October 13, 2009

T-Mobile was quick to point a finger at Microsoft, saying it was at fault for the server outage that left thousands of Sidekick users without their data. Microsoft, for its part, says the outage is still under investigation.

The Sidekick service is operated by Danger, a Microsoft subsidiary that developed the smart phone. The company posted an apology to customers on its Web site over the weekend.

"T-Mobile and the Sidekick data services provider, Danger, a subsidiary of Microsoft, are reaching out to express our apologies regarding the recent Sidekick data service disruption. We appreciate your patience as Microsoft/Danger continues to work on maintaining platform stability, and restoring all services for our Sidekick customers.," the message said.

"Regrettably, based on Microsoft/Danger's latest recovery assessment of their systems, we must now inform you that personal information stored on your device - such as contacts, calendar entries, to-do lists or photos - that is no longer on your Sidekick almost certainly has been lost as a result of a server failure at Microsoft/Danger. That said, our teams continue to work around-the-clock in hopes of discovering some way to recover this information. However, the likelihood of a successful outcome is extremely low."

Microsoft updated its information on the outage late Monday, saying it might be possible to recover some of the data and would continue those efforts.

Problems reportedly began more than a week ago with isolated outages. Then, over the weekend, customers began to report that their data disappeared from their phones. T-Mobile has suspended all Sidekick sales and offered customers a $20 refund for one month's data storage.

The sidekick uses cloud computing, which provides users common computer applications accessed with a Web browser, while the software and data are stored on servers, not the users' device.

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