Dave Carroll's song and music video about United Airlines baggage handlers breaking his Taylor guitar and the airline's refusal to compensate him. It became a viral example of a customer fighting a company.
Why Hacker News points people here: Used as the classic example of terrible airline customer service, and of how a viral video can force a company to respond.
“These guys did eventually get they money after the morning news shows featured thier song.”HN comment, 2022
“Look at the way united airlines treated a passenger whos guitar they busted up”
Example of a company mistreating a customer
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Google, for a company that reputes to perform services, is probably the single most consumer- unfriendly company on the planet. They're really not. This is overstated. Try dealing with some kind of loss-making monopoly, where the people who work there don't care or may even have a perverse grudge against customers and want to cause them harm. Look at the way united airlines treated a passenger whos guitar they busted up: this video There are companies who wage campaigns against their customers. They have a policy of not paying credit notes except under extreme pressure. But they might also have call centre staff with no job tracking system call you to chase you for your bill, where the staff don't even know whether you've paid it or not. Why? Because some stats somewhere said that bullied customers are more likely to pay. Google is flawed but has some endearing things going for it: the employees are intelligent people, they tend to be caring types.
Cites itnbanksApr 2017
“It reminds me of the country singer who wrote "United Breaks Guitars" seven years ago”
Earlier viral song about United's bad service
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From the doctor's perspective, refusing to leave was probably the best way to publicize United's bad customer service. It reminds me of the country singer who wrote "United Breaks Guitars" seven years ago: this video
Cites itcrooked-vMay 2019
Airline destroying luggage
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For me, it's less about waiting times and more about the omnipresent risk of the airline absolutely destroying my luggage ( this video ).
Cites ittlssFeb 2022
“See also "United Breaks Guitars”
Another example of terrible United behavior
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If you're talking about terrible behaviour from United employees, this is not an isolated case. See also "United Breaks Guitars" this video
Cites itsandworm101Jul 2022
“These guys did eventually get they money after the morning news shows featured thier song.”
Viral song got the musicians their money
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Take to social media. Plead your case to the masses. If you are cute enough (I suggest a puppy in the screenshot) it may go viral and get noticed by PayPal's marketing people. They have actual decision powers. That is how consumer service works these days. These guys did eventually get they money after the morning news shows featured thier song. this video
JokelancefisherAug 2012Full comment
Wow. This is one thousand times worse than breaking guitars. I would love to see that band make another video about this incident. this video
JokeabandonlibertyApr 2017
“On the bright side, "United breaks guitars" is a really catchy tune.”
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Based on my experience with United this is corporate culture, rather than 'one bad decision'. A culture that focuses on maximizing profits per transaction with little left for human dignity or compassion - let alone relationship building. On the bright side, "United breaks guitars" is a really catchy tune. this video
JokenobodyorotherSep 2017Full comment
Hey, they're not United, which: - Breaks Guitars: this video - Killed the World's Largest Rabbit: link - Forcibly Disembarks Doctors: link Delta's still shitty with their pricing, but they're clearly the lesser of those two evils.
JokecrazytonyJul 2023Full comment
It's weird to me that they unloaded anything in the hold for what should have been a refuel-and-go. Unless they're expecting you to be held on the ground for 3+ hours, they typically don't even bother getting the pax out much less the bags. But there's always this video
