Customer No-Service Fails in Age of Social Media

Posted on January 4, 2010

When United Airlines gave this guy the year-long run-around about the guitar their baggage handlers broke,  Dave Carroll has stepped up and held them accountable with his popular YouTube video, “United Breaks Guitars.” 

This fun and catchy piece with over 7 million views, plus national news coverage, blog postings and more has done much more damage to United Airline’s credibility than the $1,200 it would have taken to fix or replace the Taylor guitar.  Today it’s more important than ever before to take care of your customers before, during and after the sale.


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