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United Airlines Breaks Guitars

Posted by David Meerman Scott 02:29 AM on July 09, 2009

It's fascinating how a customer service mishap can turn into a world wide rave, particularly when smart people are determined to let the world know about their situation in a clever way. Companies are on notice!

Dave CarrollIn the spring of 2008, the band Sons of Maxwell were traveling to Nebraska for a one-week tour and Dave Carroll witnessed his Taylor guitar being thrown by United Airlines baggage handlers in Chicago.

He discovered later that the $3500 guitar was severely damaged. United Airlines didn't deny the incident occurred but for nine months the various people Dave communicated with were reluctant to take responsibility for dealing with the damage. Finally said they would do nothing to compensate him for the loss.

So he promised the last person to finally say "no" - a Ms. Irlweg - that he would write and produce three songs about the experience with United Airlines and make videos for each to be viewed online by anyone in the world. This is the first song.

Direct YouTube link here

Dave says United: Song 2 has been written and video production is underway. United: Song 3 is coming. Dave promises!

Well done Dave!

Thanks to Ryan for sharing this story.

David Meerman Scott

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