At the Canadian company's AGM Heins told shareholders that BlackBerry was in the "second stage" of its turnaround, and admitted to making mistakes in the US rollout of the new BlackBerry range.
"We are still in the midst of a major, complex transition of this company, and like most of these transformations... progress can be volatile," Heins said.
Sky News is reporting off the back of the meeting the company's stock rose nine cents to close at $CAN9.64 on Tuesday.
“Were we perfect at the launch?” Mr. Heins said in response. “Probably not. Was it a disaster? I don’t think so.”
BlackBerry said last month that it had shipped just 2.7 million of the new phones, causing shares to plummet 27%.
The company said it has sold far fewer Z10 and Q10 models than analysts had predicted.
“It is really a challenge in the US,” Mr. Heins said at the meeting, held at the University of Waterloo in Ontario.
"I would absolutely admit that this is an uphill battle."