United Breaks Guitars

Since the beginning of time customers have battled businesses over what they feel are injustices. Maybe a dry cleaner ruins your favorite blouse… or a car mechanic charges more than he quoted for a repair job. The usual routes for recourse have always been the Better Business Bureau, Small Claims Court and consumer investigative reporters like myself.  

But I had to laugh when I saw this video by Dave Carroll.  He’s a singer/ songwriter with a country vibe. But last Spring, he was a United Airlines customer who says he witnessed crews on the tarmac tossing around his $3500 guitar he had checked as baggage.  Sure enough, upon landing, he says he discovered it had been damaged. 

When United refused to pay for the damage, Carroll didn’t go to the BBB, Small Claims Court or me.  He wrote a song and posted it on YouTube.  You gotta see it.

I contacted United for a response. In less than half an hour, a representative sent me this statement:

“This has struck a chord with us. We are in conversations with one another to make what happened right, and while we mutually agree that this should have been fixed much sooner, Dave’s video is excellent and provides United with a unique learning opportunity that we would like to use for training purposes to ensure all customers receive better service from us.”


One Response

  1. Hilarious! Looks like something Joel Eisenbaum and Brandon Martin may have co-written. My favorite part of the video was when the luggage went airborne and totally flew past the luggage handler. He shook his head as if to say, “Dude. You’re WAY off.” 🙂 Keep us posted on the final outcome, Amy.

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