Consumer revenge: United Breaks Guitars

In 2008, United Airlines broke Dave Carroll‘s $3,500 Taylor guitar. (Why he put it in checked luggage I’m not sure.) None the less, when he contacted the aireline about the damage them he was rebuffed and passed to someone else one too many times. In retribution, Carroll wrote a song…then posted it on YouTube and won fame as a consumer who activated the internet with a song that has over 6 million hits views so far. PR & Marketing for United…can you say, “ouch!”?

After they saw Carroll’s rant, Taylor got in on the opportunity with a good, although boring response.