Customers ‘furious’ with TNT after cyber-attack meltdown

This BBC article from the 9th of August touched a nerve for some of us at TrustCall (an IPI company) because our very own exhibit stand which had cost a considerable amount of money, time and resources to create, also got caught up in the TNT/FedEx fiasco, and didn’t make it back to us in time for our next exhibit show… we had to create another one.  So we are among those ‘furious’ customers indeed.

The BBC has said that TNT operations and communications , indeed a significant proportion of its systems, were infiltrated and data encrypted – locking employees out – as a result.

“Manual processes” are still being used to put packages through the system, and TNT says it is “reasonably possible” that some information will never be fully recovered. The BBC has spoken to several customers who have had exasperating experiences with the courier, which is owned by FedEx.

Small businesses have been affected too – some say they have lost thousands of pounds because of missing or waylaid shipments. And a source close to FedEx and TNT operations in Europe has told the BBC that depots have been pushed to their limit while both companies continue to try to get the backlog of packages under control.  And at one point, staff had to use WhatsApp Messenger for internal communications as company email was inaccessible, the source adds.

Since the cyber-attack, FedEx itself has been processing large volumes of orders as a contingency, but the BBC understands that this has put a huge strain on the company’s infrastructure.


As a result, many long time customers of TNT and FedEx are seeking alternative companies and the list of dismayed customers leaving goes on.

It’s nearly a month and a half since NotPetya struck, but TNT has still not recovered operations.

The last update from the company was published on 17 July. It said all TNT depots, hubs and facilities were operational, but added: “Customers are still experiencing widespread service and invoicing delays, and manual processes are being used to facilitate a significant portion of TNT operations and customer service functions. We cannot estimate when TNT services will be fully restored.”

Read the full article here:


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