How not to handle a customer complaint
Posted on 24. Jul, 2009 by Jonathan Cherry in Totally Whack
True story – guy with guitar flies United Airline in the USA. Guitar gets smashed due to poor luggage handling by airline. Guys Asked United for compensation for broken guitar to which United told him to go ^%$&^ himself.
Guy writes country song about the whole thing, pops it up on Youtube. In a day or so the thing now has over 3 million views and United look like a bunch of muppets. They end up donating a couple of thousand guitars to charity to try say sorry, but still look like idiots.
More: Youtube video on wrecked guitar gets airline to pay up – Guardian
2 Responses to “How not to handle a customer complaint”
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Bruce Wade
27. Jul, 2009
As a follow up on this, check out the other videos to hit the web since this story broke.
Some very creative marketing ideas.
http://entrepreneurincubator.wordpress.com/2009/07/27/customer-complaints-part-2/
Dianne - getclosure!
13. Aug, 2009
That’s hilarious! Companies have to be careful nowadays when it comes to handling complaints, as you never know when your customer is a country singer with creativity.