Why on earth don't they have staged rollouts for updates?
They have enough client base that they can even run an A/B test on the whole binary level, but no.
What surprises me is if its a content update, and the code fell over when dealing with it - just basically bad release engineering isn't it not to cater for that in the first place? i.e. some tests in the pipeline before releasing the content update would've picked it up given it sounds like 100% failure rates.