Exactly :( The sad thing is, I don't even know what they were trying to be ambitious about. It's not like they were launching some risky new product segment, or

Exactly :( The sad thing is, I don't even know what they were trying to be ambitious about. It's not like they were launching some risky new product segment, or changing their brand in some major way... it was just a boring infrastructure update for their app. It launched with fewer features, less support, and a million bugs – but it didn't have to. Done right, customers never even needed to know about it. It could've just been a gradual phased rollout, with beta users (which they already have) first, then 2%, then 15%, etc., while the old software continued to work. Or they could've switched endpoints one product line at a time. Or they could've simply allowed the old and new apps to coexist in the app store for a few months to make sure all the kinks were worked out. It's not like this is world-changing stuff. It's just a software update, the kind that we all do every day. Worst case, even if they absolutely HAD to launch like this, they should've listened to customers and reversed course (rolling back to the old app) after the backlash. It's just unfathomable hubris, combining a rushed rollout with unreasonable stubbornness in turning it back. That's the sort of process failure that falls squarely on leadership, not the employees.