Customer service…payback
Posted December 15, 2009 at 9:07 am by Ian Byington
Dave with his busted Taylor guitar...
A friend sent this little story along & partly because I like my guitar, even when I’m flying & partly because I know you’re thinking about customer service all the time, I thought you’d understand. Here’s the story:
A musician named Dave Carroll recently had difficulty with United Airlines. United apparently damaged his treasured Taylor guitar ($3500) 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 since received over 6 million hits. 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 two new custom guitars in appreciation for the product recognition from the video that has lead to a sharp increase in orders.
Here’s the video ….
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Categories: Random Thoughts
One comment:
One comment...
I’ll have to forward this link on to my friend Eric Stone. He was flying United a couple years ago with his band when his prize guitar wouldn’t fit in the overhead compartment. So they made him check the guitar (which was in a soft case). Same as with this guy’s experience, his guitar was destroyed and they refused to do anything about it. I’m sure he wishes he would have made a video about it now…
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