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United Airlines Breaks Guitars - Power of New Media

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United Airlines Breaks Guitars - Power of New Media

Postby Charles » Tue Jun 12, 2012 11:18 am

Here's something we can all appreciate. It may not have to do with animation, but it certainly pertains to the influence of New Media and how it can be utilized for the greater good.

Especially when it comes to dealing with the insensitivity, callousness and lack of good service that is increasingly the trademark of today's corporate entities.

A musician named Dave Carroll recently had difficulty with United Airlines.

United apparently damaged his treasured Taylor guitar ($3,500) during a flight. Dave spent over 9 months trying to get United to pay for damages caused by baggage handlers to his custom Taylor guitar.

During his final exchange with the United Customer Relations Manager, he stated that he was left with no choice other than to create a music video for YouTube exposing their lack of cooperation. The Manager responded: "Good luck with that one, pal."

So he posted a retaliatory video on YouTube. The video has received over 12 million views since it was posted in July, 2009 as of this writing. United Airlines contacted the musician and attempted settlement in exchange for pulling the video.
Naturally his response was: "Good luck with that one, pal."

Taylor Guitars sent the musician 2 new custom guitars in appreciation for the product recognition from the video that has led to a sharp increase in orders.

Here's the video...

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Re: United Airlines Breaks Guitars - Power of New Media

Postby Charles » Tue Jun 12, 2012 1:44 pm

Dave Carroll has even authored a book about this experience.

It's called "United Breaks Guitars: The Power of One Voice in the Age of Social Media".
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