United Breaks Guitars

This goes to show how powerful Social Media has become for the success or demise of an organization.

A musician named Dave Carroll recently had difficulty with United Airlines. United apparently damaged his treasured Taylor guitar (worth $3500) during a flight. Dave spent over 9 months trying to get United to pay for damages, but to no avail.

During his final exchange with their Customer Relations Manager, Dave stated that he was left with no choice other than to create a music video for You Tube exposing their lack of cooperation. The Manager responded: “Good luck with that one, pal”.

So Dave posted a retaliatory video on You Tube. The video has since received well over 6 million hits. United Airlines contacted the musician and attempted settlement in exchange for pulling the video. Naturally his response was: “Good luck with that one, pal”.

As a bit of an aside, Taylor Guitars recently sent Dave 2 new custom guitars in appreciation of the product recognition they received in the video. Apparently it has lead to a sharp increase in orders.

In days of old, we used to say: “Serve them well and people will tell a couple of friends… but serve them badly, they’ll tell twenty!” I guess the numbers need a little updating.


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