Friday, July 10, 2009

Customer Service Epic Fail: United Breaks Guitars

Jason Lackey

While the dawn of the social web presents companies with a whole new set of tools and opportunities to provide better service and more value for customers, it also provides customers who feel they have been wronged with unprecidented opportunities to share their grievances with others.

Dave Carroll, a country singer, watched in horror through the aircraft window as baggage handlers at O'Hare abused with vigor and great violence his prized $3500 Taylor guitar. Bad if it is just a tool, worse if said guitar is how you make your living. Although he complained to a number of different employees, Mr. Carroll got no satisfaction nor what he viewed as adequate compensation so he made good on his promise to make a song and video about his misadventures with the carrier.

The video is here.

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