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The Power of YouTube…

July 19, 2012


I recently read the following e-mail about a guy whose Taylor made guitar was damaged by the ground crew of United Airlines. He apparently pursued every avenue he knew to find a reasonable resolution regardign his broken Taylor guitar. When he realized that he wasn’t going to get anywhere with customer service he opted to make a video about his experience and post it on YouTube.

The following is an excerpt from what happened along with a link to the video. I felt compelled to share this with others who may have missed, to not only highlight the fact that you can do something if you feel as if you have been wronged but perhaps more importantly is how a company like United couldn’t manage this situation better from a customer service standpoint. While the issue involved United today, the inability or lack of concern by Corporate America about its consumer customer is alarming. Maybe actions like this will get them to wake up and be more attentive in the future.

“United Breaks Guitars

A musician named Dave Carroll recently had difficulty with United Airlines.

United apparently damaged his treasured Taylor guitar ($3500) during a flight. Dave spent over 9 months trying to get United
to pay for damages caused by baggage handlers to his custom Taylor guitar. During his final exchange with the United Customer Relations Manager, he stated that he was left with no choice other than to create a music video for YouTube exposing their lack of cooperation.

The Manager responded: “Good luck with that one, pal.”

So he posted a retaliatory video on YouTube. The video has since received 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.”

Taylor Guitars sent the musician 2 new custom guitars in appreciation for the product recognition from the video that has led
to a sharp increase in orders.

Here’s the video, and it’s GREAT! A Must Watch

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