EasyEat Fucked Up!

EasyEat’s Systems were down for 20 minutes during peak hours. This prevented a lot of restaurants from accepting orders. The reason for this was that EasyEat was in the middle of a server migration and some of the critical APIs of the order flows stopped working. This was a nightmare for the brand. 

But EasyEat has owned up to its mistakes. The CEO and the CTO have personally taken some remedial steps to address this issue and prevent this from occurring in the future. 

Here are some solutions that were given by EasyEat CEO and CTO- 

• EasyEat’s CTO flew from India to Malaysia within 48 hours to meet the customers who faced losses due to this issue. 
• The CEO of EasyEat also met the customers and personally apologized to them. 
• He offered 6 months of free usage of our procurement feature. 
• He also offered EasyEat’s terminal at a lifetime 10% discount compared to whatever they are currently paying their existing service provider, even if it meant offering it at a loss. 

“Empathy, both internal and external, and accountability are core values at EasyEat. We strive to set the bar high for these values because that’s the only way I know to run a business in the long term” said the CEO of EasyEat. 

The CEO has also thanked the customers for being patient and understanding. One of the customers said this in good faith after facing this issue. 

“I just read the letter from the EasyEat CEO, so later we can set up the meeting. There is no problem with the EasyEat system except for the recent glitch. We just hope to be able to use the system smoothly.

We also apologize from our side because when the system was down, we were crowded with customers, and of course, we wanted the system back to normal as soon as possible. We lost our patience at that point.” (Translated from Malay)

EasyEat listens to the customer issues not just to reply, but to understand the point of view of customers and come up with the best possible solutions. EasyEat means every ‘ We are sorry! We are working on it’. 

EasyEat might have broken the trust of its customers, but it is here to listen to all the grievances patiently and to solve the issues faced by customers. The brand doesn’t believe in pushing the blame on others. However, it believes in taking responsibility and taking the action to avoid repeating the same mistakes.