Saturday, February 4, 2012

United Airlines faces the music for its poor customer service

I thought my blog is a novel and effective way to get companies, retailers, institutions and others who are lagging behind in service standards to buck up...until I saw this video by musician Dave Carroll on YouTube.

Apparently, in 2009, he had trouble with United Airlines whose baggage handlers damaged his $3500 custom guitar, and he spent more than nine months trying to get the airline to pay for damages but to no avail.

In his last exchange with its customer relations manager, Carroll said he was left with no choice but to create a music video for YouTube to expose the airline's lack of cooperation.

The manager response? "Good luck with that one, pal."

Carroll shot and put up his video, United Breaks Guitars, on YouTube.

After more than 11 million visitors had viewed the video, United contacted him to try and settle in exchange for pulling the video.

Carroll's response? "Good luck with that one, pal."

When Taylor Guitars saw the video, its management sent Carroll two new custom guitars in appreciation for the publicity of its product. It has led to a sharp increase in orders.

Moral of the story: There are many ways to get back at those people who think they can dish out poor customer service and get away with it.

Enjoy the video:

1 comment:

  1. Gosh 'revenge' is indeed sweet hahahahha...

    United..United....I had my fair share of experience travelling United too and I know I will not consider flying with them anymore even if the offers are great. Period.