One fine day while Dave Carroll sat with his band, near the back of a United Airlines flight from Chicago O’Hare, he heard a lady passenger behind him gasp – she’d just witnessed United’s baggage handlers throwing guitars and equipment on the tarmac below!
On arrival at Nebrasca, Dave found his long-serving Taylor guitar had a broken neck. What happened over the next 12 months or so is a lesson in how not to do Customer Service.
As a singer/song-writer, Dave’s response was to write a song, produce a video, and post it on Youtube.
With a million views in 3 days, United’s response began to change
Chapter 1. The “United Breaks Guitars” story on video (great music btw)
Chapter 2: CNN picks up the Story and CBCnews interviews Dave Carroll
United Breaks Guitars – CNN Situation Room – Wolf Blitzer
CBSnews Interview with Dave Carroll
Chapter 3: Bob Taylor of Taylor Guitars Supports Dave
Taylor Guitars Responds to “United Breaks Guitars”
Chapter 4: United Sees the Light?
United Breaks Guitars – A statement from Dave Carroll
United Breaks Guitars Song 2
Just in case you wanted them…
United Breaks Guitars – Song 1 Lyrics
United Breaks Guitars Song 2 Lyrics
