ErinIs…

United.

Posted on: July 10, 2009

United Airlines broke Dave Carrol’s guitar. He spent over nine months trying to get the airline to take responsibility and pay for the damages; they refused. So he took to the interwebs and created this incredibly catchy and entertaining video “United Breaks Guitars” with his country music band Son of Maxwell.

The video currently has 12,559 comments, 5-stars by 19,750 ratings and 2.3+ million views.

When will companies learn that poor customer service + internet = horrible reputation destruction? It took the man more than a year to get completely rejected by United claims, write the blog post and create the video. Which means United had a year to make things right, they had a year to pay $1200 to fix the guitar that the airline workers broke, they had a year to make Dave Carrol a fan of United.

How hard is it to train your employees to be nice to your customers? How difficult is it to do right right thing?

According to United’s Twitter the airline contacted Dave, donated $3,000 to Thelonius Monk Institute of Jazz 4 Music Education 4 Kids and is working with Dave for some positive songs. Too late? What do you think?

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