Brunch n Brains: United Breaks Guitars
The ground is getting more and more level every day. Consumers have voice. Sometimes the voice is a complaining in tone. We call these people "complaintant."
Many companies hate that this is going on. Ignore it even. Of course, there is a name for people/companies who ignore things. We call these people "ignore-ant."
For nine months, Dave Carroll followed the path (and jumped through the hoops) that United Airlines has customers go through when United errs. (Shame on us customers when we err -- but those are different hoops)
United Airlines broke Dave's guitar (which is a tool of his trade!). Admitted their gaffe. But refused to make up for it. So David used other tools at his disposal -- including YouTube.
Here's the thing: Many companies are going to look at this and point ugly fingernails at consumers who complain. But they were warned. Nine months. Now they'll probably try to make good. How come they didn't make good first?
United Breaks Guitars. The song has become a mantra. It'll last for awhile.
Update: Apparently United caught the turbulence the song has created and is back in conversation with Dave.
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