Want Consumerist in your inbox? We will not sell or rent your email
Dave Carroll’s “United Breaks Guitars” song and video EECB appears to be having the desired effect. Check out this tweet from United. [Twitter] (Thanks to Chris!) Update: Dave Carroll responds.
Can you post the text for those of us blocked from twitter at work?
This has struck a chord w/ us and we’ve contacted him directly to make it right.
We don’t know yet what, if anything, they’ve offered him as compensation or apology.
@Chris Walters: haha, “chord”
i get it
“This has struck a chord w/ us and we’ve contacted him directly to make it right.”
@frank64: I see what they did there…
@Quake ‘n’ Shake: Ohhh…because it’s a right handed guitar…and you make contact with them to play them.
This sucks! I was looking forward to the next 2 songs, which I am sure will never happen.
The way to make it right is to apologize to him and everyone they have done this too. They would pay him for his guitar and go back and look at other claims they have stonewalled and pay them. Then they will also ask their bag handlers to please not throw thing around an not steal things. They will be reminded that the bags are belongings of paying customers and should be respected. They will be fired if bags are not respected.
Something tells me they will just pay the $3,500 and continue business as usual.
@frank64: If I was him, I’d polietly decline the remuneration. And get that song, and the two to follow on iTunes ASAP. This kind of publicity doesn’t happen often.
@CaffiendCA: Guess this is his one hit wonder
@CaffiendCA: It’ll be like Chinese Democracy…we’ll wait years and years for it…and when it finally comes…no one buy it.
@frank64: United to Baggage handelers: Don’t throw things, pretty please, we will be your best friend i promise. Don’t steal either pretty please.
Now…does anyone have the twitter contact info for northwest/delta? There is a nice little problem where the rules stated on their website for the transport of firearms DIRECTLY contradict the TSA rules (nothing like having your luggage locked up until you get back home and having to deal with no firearm plus no clothes for the trip).
@SarcasticDwarf: Why do you need to carry a gun on a plane?
@GC: um…NOT on the plane…in your checked luggage.
@GC: To shoot the snakes.
how obnoxious that United decides to “make it right” only after the guy makes a video and publicly smears United. This isn’t “making it right” – this is doing what they should have done in the first place.
It annoys me that people have to go and stage ridiculous publicity stunts in order to get the service that they should have received in the beginning. Are we at the point where the only way to have a problem resolved is to take these measures? What about those of us who have no musical talent? Kidnapping, perhaps? Fancy dancing?
@David Anderson: Yes, I am being discriminated against because I have a “music disability”. It is really not fair.
So from United’s standpoint the problem isn’t the baggage handlers throw the bags around and destroy things(that ‘s fine) and then then the customer gets stonewalled in seeking compensation(saves money), the problem is the customer PR is working and they have stop it.
@David Anderson: Ok sure, but are you saying that if a company screws up and doesn’t handle the issue correctly the first time that it is then impossible for the company to resolve the customer’s concerns from that point on?
This idea has been a recurring theme on consumerist lately, and I don’t like it.
Sure they screwed up, and they handled it poorly when contacted about it, but give them a chance to “make it right” before deciding that it’s impossible for the company to do the right thing from this point on. (Of course, at this point “making it right” should include both resolving the needs of this particular consumer AND taking action to prevent this sort of thing in the future AND sharing some detail of that plan with the public. They may not do all these things, but give them the chance. Please.)
@DreamTheEndless: It is just that really, how many companies have actually fixed the underlying issue? Some of the smaller ones, but I really don’t think all of a sudden the handlers are going to stop throwing/stealing things and the attendants are actually going to stop being indifferent?
It is far to easy to just pay the ONE guy off. There are undoubltly at least 100′s of others on their desk in the same boat, and I don’t think they will be showing them the same concern.
@David Anderson: He said/she said, coming from the defendant does not make a right. I have to see this coming from the plaintiff for me to believe. I’m just too cynical of chronically bad businesses the likes of United. If they are bluffing, then their goose is cooked.
@David Anderson: “What about those of us who have no musical talent? Kidnapping, perhaps? Fancy dancing?”
How about http://www.untied.com to complain?
Obviously, if a company has a complaint website with that much complaint info on it it and it doesn’t give a Sh*t, takes a tune to get their attention.
@econobiker: It shouldn’t have to “take a tune to get their attention”. The fact that there was a complaint about their baggage handling practices should be enough to get some notice. The guy’s guitar was damaged, other passengers witnessed the baggage handlers tossing the guitar around on the tarmac – yet they chose to ignore it until he got some publicity. That’s what annoys me – that it isn’t an important customer service issue until you get your story told on the Consumerist.
I’m with Dream.
Perhaps they could stage a talent show for people looking to shame the corporations that are ignoring them.
Songs about lost/destroyed luggage
A disgrunted customer’s mime act about how Verizon set her house on fire
Then:Slam poetry readings on Bank of America
You TOOK MY MONEY! Then you BLAMED ME! Scummy BankersSET OUR TAX MONEY FREE!
Concluding with the “Comcast Sucks” dance troupe.
@starrion: You forgot the PowerPoint presentation on how (insert evil repair facility) ruined my laptop.
@Sarge1985: but if your laptop is shot, how would you give a PowerPoint presentation?
Instead of Powerpoint, he should get one of those guys that does “living sculpture” in the park.
Thats crazy – I hope that he doesn’t sell out.
-United airlines first response at [twitter.com] was
@rockitdev Love your client’s video. Not all r as honest as he. That is why policy asks for claims w/in 24 hours. No excuse; we’re sorry.
In other words they told him to shove it until they saw it spreading
You would @shackleton: You’d think that the United Airlines reps in Chicago could have told him that when he mentioned the problem, or perhaps the reps at his destination in Nebraska.
He didn’t file a claim within 24 hours? Hmmm. Consumerist didn’t mention that in their story the first time.
So what’s the story there?
@twophrasebark: Beats me. All we’ve got is the story told in the song. I’ll try to contact Carroll and see what’s going on with that.
So now that they’re being publically shamed they’re willing to pay up. How surprising. It’s ridiculous that the only way to get compensation for being screwed over is through these heroic measures which are not only time intensive, but not available to 99% of the public. It reminds me of the time that the mythbusters guy got a $10k phone bill; sure, he’ll get the bill dropped because he’s a (minor) celebrity but the next person that gets overcharged by 5000% is still SOL.
Why are companies proving customer support twitter instead of shifting that effort into their normal customer support channels? Anyone thinks it’s wrong that people now have to go to twitter to get things fixed by companies instead of being able to deal with the companies using their own services?
It seems like this is all a combo of ‘the squeaky wheel gets the grease’ and then you being a squeaky wheel publicly to a few thousand people or more.
@y2julio: its a fad. I am a web marketing director at a corporation – I was told from the CEO’s office to get us on that twitter thing.
@y2julio: In line with what FDCPAGuy above said:
“Squeaky wheel gets the grease.”
“Really squeaky wheels get the grease fast.”
@y2julio: It’s not customer support, it is public relations.
At least they pun.
They can suck it – I’m still boycotting both United and whatever airline it was that recently screwed someone else over (and since I can’t remember which airline it was I’m just not flying anywhere – it helps that I’m poor, have dogs so drive everywhere now, and have an irrational fear of flying since 9/11).
@sybann: Aside from your personal fears and pets, driving is often faster and cheaper than flying now.
Business trip from Nashville, TN to Chicago, IL was cheaper to rent a mini-van and drive up there for 4 people traveling. Flights would have cost more, taken more time, have required <3oz personal care bottles plus TSA inspection, and had us eating overpriced airport food…
@econobiker: On the other hand, if you’re going onward to Shanghai like I do so often it’s easier to go airside at Nashville and deal with the connection than drive to Chicago and board there. Though with the Shanghai-Chicago flight (on UA, of course) being delayed practically every year I’ve been on it (it was a domino effect starting with the inbound flight last year, it was the discovery of a passenger with swine flu on board this year) leading me to miss the last connection to Nashville of the day (had to stay overnight last time, was “Rule 240′d” onto an American flight this time) I may just do that. How long is the drive?
Oh my, how terribly witty. We screwed up and instead of taking it seriously, let’s make a funny! Wheee, business is actually a joke, where we may or may not screw you over depending on how popular your problem gets!
@trujunglist: ‘terribly witty’….don’t you mean….’twitty’?
hahahaha I kill me
I am at a website for an airline that was founded in 1934 and am looking at a page of text messages.
There is no way I am going to be a passenger on this airline.
its strange that companies think they need a twitter account to be
hip/cool/connected or whatever, but then they refuse to do basic services. Frankly I dont care if any company I use does social networking, its a company. I want them to do what they are supposed to do, like not break luggage and then refuse to compensate for it.
Actually doing your job will garner a lot more “street cred” than twitter. Example: All my friends know Verizon has the best coverage around here because they actually do, not because of a facebook.
Long story short: United, stop twittering, and work on doing your job.
My suitcase was left out in the rain after my trip from New York. I wonder what will happen when I write my song…”United Wet My Pants”
@lehrdude: That made me giggle. Fun way to end the day. Now I can go home grinning!
TSA is worse–they seem to deny all claims, having the out of blaming the airline. Three bags damaged on three different flights and one of them could only have occurred by someone trying to separate a combination briefcase-suitcase wrecking the joining zipper in the process.
Yet another case of a company sorry, not for the gross ineptitude and indifference that their employees have shown to paying customers, but for the the fact that it has gotten so much attention. Do the right thing, but only after negative PR force you to.
Return to top of page
Proudly powered by WordPress · Theme: Modern News by StudioPress.