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SUNDAY, NOVEMBER 22, 2009
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Singer's Complaint vs. United Proves Power of YouTube

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(Newser) – When United Airlines baggage handlers broke Dave Carroll’s $1,200 guitar, he didn’t get mad—he got famous. Carroll and his band slapped together a $130 YouTube video titled United Breaks Guitars, which became so popular Oprah mentioned it. United eventually relented, donating $3,000 in Carroll’s name to charity, but the video’s popularity was its own reward—and a lesson for corporations, the Chicago Tribune reports.

The video was the latest proof about the power of social media to turn any customer complaint into a PR disaster in record time. Carroll’s video drew thousands of views within hours, and has thus far been watched 2.8 million times. “It’s a corporate crisis right off the bat,” said one marketing expert. It’s also a reminder to airlines that customer-satisfaction numbers remain atrocious.

Dave Carroll sings in this YouTube screenshot.
Dave Carroll sings in this YouTube screenshot.
Dave Carroll sings in this YouTube screenshot.
Dave Carroll sings in this YouTube screenshot.
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Dave Carroll discusses the success of "United Breaks Guitars."   (Toddatcurve)

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People asked: 'If you're going to charge me extra for this bag, are you going to do a better job of it?' We're starting to see the answer — 'Nope. You just pay.' - Robert Mann, airline consultant, on baggage fees

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3 comments
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Fondue
Jul 14, 09 2:27 PM CDT
Social media FTW Reply
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+3
OrderedChaos
Jul 14, 09 5:19 PM CDT
It is just sad that it had to go this far, before United decided to actaully do something about the issue; and it was only to save face. Reply
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+2
AmExpat
Jul 14, 09 7:12 PM CDT
We've flown so much that we've had items stolen, lost, broken, delayed for weeks (!), gotten the run-around from various airlines. I believe airlines to hire the most incompetent people to handle these affairs. If we have to resort to shaming a company, I say we resort to shaming a company. Kudos to this guy for such a creative method. (Great song too.) Reply
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+1
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