Cybersecurity firm CrowdStrike found itself in hot water last week after a faulty software update caused a major global outage. In an effort to make amends, CrowdStrike distributed $10 Uber Eats gift cards to impacted partners. However, this apology gesture was plagued with issues of its own. Let’s get into the details.
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Overview of the Global Outage
Last week, on July 19th, cybersecurity firm CrowdStrike caused a massive global tech outage through a faulty software update. The update rendered around 8.5 million Windows devices unusable by causing Blue Screen of Death crashes. This led to flight delays, cancelled surgeries, and paralyzed businesses worldwide. It was estimated that Fortune 500 companies lost $5.4 billion due to the outage.
Fixing the Issue
CrowdStrike quickly acknowledged the issue and rushed to fix it, but the resolution process took time. To help solve the CrowdStrike issue quickly, Microsoft introduced a recovery tool. For a detailed overview of Microsoft’s recovery tool and how it provides a quick fix for the CrowdStrike outage, check out our article:
Microsoft’s Recovery Tool Provides Quick Fix for CrowdStrike’s Windows Outage
CrowdStrike Apologizes Through $10 Uber Eats Gift Cards
In response, the CEO and leaders of Crowdstrike published apologies acknowledging the severity of the incident. Looking to make amends with partners, they distributed $10 Uber Eats gift cards. These were sent by email with messages of thanks for the extra work handled in the aftermath.
The Gift Cards Gesture Gone Wrong
However, the goodwill gesture seemed to backfire. Many recipients found the gift cards cancelled or invalid upon redemption at Uber Eats. The cancelled gifts added to further frustration instead of forgiveness.
Mixed Reactions to Apology
While the $10 gift cards by CrowdStrike were intended as an apology, some argue they were insufficient. A single meal hardly compensates for time wasted fixing issues. Partners needed proper solutions, not half-eaten excuses. A discount on CrowdStrike services may have proven commitment to customer satisfaction.
Moving Forward
Overall, the outage was an expensive lesson for CrowdStrike in the importance of testing software rigorously before release. While the initial apology was well-meaning, more substantive actions were likely needed to fully regain lost trust after an error of this magnitude. Looking ahead, CrowdStrike’s priority should be ensuring such outages never happen again through reinforced processes and quality assurance.
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