What Really Happens When a Company Gets Hit With a Cyber Attack?

Fed-Ex has a subsidiary in Europe called TNT. They got hit hard by NotPetya. Still in the weeds after nearly 6 weeks. Customers ‘furious’ with TNT after cyber-attack meltdown – BBC News

So someone in management no doubt thought that all that IT talk about updating operating systems was just a bunch IT folks wanting to spend money. I mean the PCs worked, didn’t they? What is the worst that could happen? Try customers heading for the exits.

Mark Hammersley runs Staffordshire Wrought Iron, a small business that makes gates and other metal fittings.

“We lost £900 on Monday,” he says, describing how customers who are unable to track orders – a side-effect of the IT issues – have been able to claim refunds via PayPal but also keep their items if they do arrive.

Despite having used TNT for six years, Mr Hammersley says he is now planning to switch couriers.

And if that isn’t bad enough. Physical machinery is breaking down. (For a while, packages kept coming in, and some probably still are…) Because the whole warehouse system remains overloaded as a result of having to do things manually. (The automated systems are still FUBAR.)

A source with knowledge of operations in Europe says that until very recently some depots were finishing the day with tens of thousands of packages still waiting to be processed, instead of just a handful as usual.

“They didn’t have enough loading units to face this,” the source says. “It was crazy.”

The source adds that some physical hardware – such as conveyor belts – was having to be fixed much more frequently than usual because of the stress caused by increased volumes.

Fed-Ex is of course helping out, but it doesn’t seem to be making all that much difference. It’s been about 6 weeks since the attack, and the last time TNT issued a statement was July 17. I am a bit surprised that they are still in business. I understand the idea of “dance with who brung you,” but after 6 weeks, you need to get your packages shipped.

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