United Broke My Guitar

[Guest DeborahC]

So this isn't really about anything LDS, but I found it quite uplifting. :p:p

It was a creative way to deal with unfair treatment by a huge corporation.

A musician named Dave Carroll had difficulty with United Airlines.

United apparently damaged his treasured Taylor guitar ($3500) during a

flight. :eek: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 2 new custom guitars in appreciation for

the product recognition from the video that has led to a sharp increase in

orders.

United Breaks Guitars - YouTube

[Guest]

Sweet! I'm sending this to my sister! They lost hundreds of dollars or more worth of art supplies that she'd been collecting for years. She's an artist by trade, so it was a huge blow.

[pam]

It's somewhat sad. With the thousands and thousands of flights a day where luggage does safely make it to it's destination, something like this has to come out of it.

To be honest, I think we need to give airlines credit for the work they do to make sure luggage makes it to the right place. Think of the millions of pieces of luggage they move in short amounts of time.

[beefche]

I didn't watch the video. But, for me, it's isn't that things like this happen. It's how well the company takes care of the problem.

I recently went out to dinner and ordered a steak, medium. It came back well done. I told the waitress who took it back. A new steak came to me that was cooked medium--it was cooked how I ordered it and I got it pretty quickly. She kept apologizing for the error. We left a good tip because it wasn't the fact that they messed up my dinner--it was that they corrected the issue quickly and correctly.

[Guest]

For what they're charging for baggage fees these days, they'd better find a way of getting my stuff back to me and in good shape. If they can't manage to do that, they should be eager to compensate.

[annewandering]

If they werent so good at losing things I wouldnt have laughed so hard at the video. Do you know that when they lose things they actually profit off the lost items? They have a store that sells them. And yes they keep the money.

[classylady]

Just watched the video, and I loved it. I'm a retired airline employee, and I understand how luggage can be damaged. For the most part, luggage does make it to the destination, and usually in an undamaged condition. But, there are those cases where something goes wrong. Usually the airlines will compensate, up to a certain amount. If I remember correctly, and I could be wrong, if the flight is domestic, (wholly within the US), the airlines has a liability limit of $3000. If the flight is international, the liability limit is around $1500. He was flying out of Canada. We only have one side of the story. Perhaps, he was offered some compensation, but he declined because his guitar was worth more than the compensation offered. I booked many musicians on flights, and they often would purchase the seat next to them for their instrument. To them, it was worth the money for an extra seat. Many classic musicians have instruments that are extremely valuable and would be very difficult and expensive to replace.

Whenever I travel with something valuable, I try to do carry-on. I bought a set of china once, and carefully packed it in my carry-on bag. I also always carry-on my computer, and don't check it, etc.

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[Guest]

It's somewhat sad. With the thousands and thousands of flights a day where luggage does safely make it to it's destination, something like this has to come out of it.

To be honest, I think we need to give airlines credit for the work they do to make sure luggage makes it to the right place. Think of the millions of pieces of luggage they move in short amounts of time.

Sure, we can give the airlines credit for the work they do right. But that doesn't prevent us from seeking reparations for things they don't do right. In my job working from home, 99.9% is not good enough. 100% is required. Because when my clients don't see me - all they see is my work - that .01% that got missed is what leaves the bigger impression than the 99.9% that did go well. I could easily lose my job over that .01%. In my brother's job as a doctor, 99.9% is not good enough. That .01% that is missed could mean somebody dies. Of course, there are work-from-home workers and doctors who are content with 99%. But a customer doesn't have to accept that level of satisfaction. Customers expect 100% - not 99%. And as well they should. And because we're far from perfect, the best thing we can do is fix the 0.01% that went erroneous to give the impression to the Customer that we are working hard to give them the 100% they expect.

Edited July 24, 2012 by anatess

[pam]

Of course everyone can't be as perfect as you anatess.

[Guest]

Of course everyone can't be as perfect as you anatess.

Don't forget my brother.