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Given that so many identify with and like Carroll's video should send a loud message to United and everyone else.įollow me on Twitter and friend me on Facebook.

He found it was broken, and after months of trying to solve the problem, he gave up and wrote a song. In its own twitter account, it talks to more 17,000, but listens to just over 1,000. Musician Dave Carroll flying on United saw his guitar get tossed around on the ramp. That's not to say companies can't turn the tables and use tools like Twitter to change how customers think about them. "Now we have this giant megaphone called Web 2.0 saying how horrible your company is," says Petouhoff. Sorry but my Christian attitude is suffering today." says I don't mean to pick on United because I've had many good experiences flying it, but I've had a few bad ones, too and darnit, I can't get the "United Breaks Guitars" song out of my head. Here's one mild tweet on United Airlines at this moment: Search "bad customer experiences" on Twitter Tweetdeck and be prepared for profanity. "S ocial media is here to stay and has a lot of power." Natalie Petouhoff, a Forrester Research analyst covering customer experience/service and social media. There’s a consensus around the frustration customers feel with companies that act like monolithic monsters," says Dr. "If you spend millions on advertising your brand and someone spend five cents on a Youtube video, you've just wasted a lot of advertising dollars. Now, United has a PR nightmare of its own making and Dave Carroll is a rock star. That's something for current corner office occupant, number eight, Jeff to ponder. But the soft-spoken and clearly-determined Canadian in a second video says United has since offered to compensate him and urges the airline to give the money to charity. The latter's 'Rhapsody in Blue' has been used by United Airlines since 1987, surviving seven CEOs. Print out a copy of the airline's policy to take with you to the. Nothing came back searching Dave or David Carroll, either. So, for instance, a guitar case 20 inches long, 15 inches wide and 10 inches high would have a total size of 45 linear inches. I searched United Breaks Guitars at and this is what came back:ĭid you mean: United breaks gets? United breaks stars? United breaks liters? United breaks guests? United breaks girls? The song is catchy and the video mimics baggage handlers thrashing luggage around. He promises three songs and song 2 is already done. He wrote a song United Breaks Guitars and produced a Youtube video that in the past week or so has garnered 3,143,801views and 15,343 comments mostly in praise of this David's attempt to slay the United Goliath. When United did not treat him well, he got even! No, he got revenge and then some.

credit: Canadian Broadcasting Corp.įor a year, he tried unsuccessfully to get reimbursed. In spring, 2008, Dave Carroll of the Sons of Maxwell band claims United Airlines broke his $3,500 Taylor guitar on a flight stop-over in Chicago while traveling from Halifax to Nebraska. "United breaks guitars" is the most powerful example yet about how social media empowers consumers and tarnishes images of big companies.