Gah. The corporate-speak vocabulary obliterates any sincerity that may have been been in that letter when it was conceived. It reads like nothing more than "damage control".
A simple, "We've told the X team to get a clue and fix the multiple registration form stupidity by next Friday" would go farther than eight paragraphs of borderline marketing bilge.
Of course, these are not the /actual/ problems at RIM. The real problems are the mindset and processes that allowed this type of stuff to happen in the first place. They have a long row to hoe to get their house in order, since it's probably fractally bad in there.
I should add: I was in a developer tools org once (at a certain large hardware company) that had nearly exactly the same problems: Expensive tools, confusing processes, and probably worse support than RIM has. Over years of trying, the underlying troubles were never fixed (but a lot of manager careers were lofted on internal promises and new "team initiatives").
