United Breaks Guitars -

**Migflanker** · 09-Jul-2009, 11:34 AM

After getting nowhere with his complaint (a damaged guitar), Dave Carroll and his band "Sons of Maxwell" decided to post a music video about the experience; you can guess the rest - the video was posted July 6 and by July 8, over 600,000 views and United had contacted Mr Carrol in order "to make things right".

United Breaks Guitars - video U-Tube

The story - LA Times

Update-- "Rob Bradford, managing director of customer solutions at United, called Carrol Wednesday to apologize for the foul-up and to ask if the carrier could use the video internally to help change it's culture."
Story - Chicago Tribune

And to think, this was only the first of a set of three videos.

**Nick** · 10-Jul-2009, 05:27 AM

Haha classic! I played it at work and my coworker thought I was just "listening to another one of those country tunes"

**Migflanker** · 10-Jul-2009, 11:32 AM

The video has gone viral, over 1 million hits.
The tale of the broken Taylor guitar- background

Love the chalk outline of the broken guitar. LOL

**drewmeister_sd** · 15-Jul-2009, 11:08 AM

They are nicknamed "throwers" for good reason.

What a dumbass...Why didn't he just carry it on board, like anybody with half a brain would?

He complained to the FAs...Taking care of luggage ain't their responsibility. What part of Customer Service in CSR doesn't he understand? Dumbass II.

He takes a week to call UA...Lazy dumbass.

At least he has good taste in gear. Taylor guitars (located in beautiful El Cajon CA) makes excellent guitars. I have friends that work there. They take good care of their employees.

**italgreco** · 21-Jul-2009, 02:50 PM

It made CNN, I caught that on cable in the UK.
Quite the celebrity.

HOWEVER .... it is customary for a passenger to purchase an extra seat for musical instruments.
Normally passengers flying on international legs do that, not musically minded here, but saw several extra seats purchased for cello's in my
younger days in res.

Two fold : Too tight to pay for the extra seat / Baggage loader did not recognise a guitar case !

**Migflanker** · 18-Aug-2009, 02:06 PM

United Breaks Guitars- the saga continues. Dave Carroll promised he would write three songs about how United broke his Taylor guitar. United Breaks Guitars - 1 went viral and has now been viewed almost 5 million times.

United Breaks Guitars-2 has just been posted.

**Nick** · 19-Aug-2009, 02:01 AM

<div class='quotetop'>QUOTE (Migflanker @ Aug 19 2009, 05:06 AM) <{POST_SNAPBACK}></div>

United Breaks Guitars-2 has just been posted.[/b]

I dunno... first one was better. I'll keep watching though, one of those CSRs is cute

**nancyann** · 23-Sep-2009, 10:36 AM

Dave Carroll is actually from Nova Scotia so we've had a lot of coverage on the videos here.

If you want more info on the story, check out www.thechronicleherald.ca as they have posted some more background info than you would get on CNN or anywhere else.

I personally thought it was a great way to call attention to the issue. Sure, he should have bought an extra seat or perhaps called Customer Service right away... but the point of the whole story was that when he DID call, he got nowhere. And that I think is something to be concerned with.

Kudos to United for stepping up to the issue, at least after the fact.

**29palms** · 23-Sep-2009, 04:03 PM

Not a good country song. Nothing about women, fighting or getting drunk. Now its all about a broken guitar....whaaaa.

**Nick** · 24-Sep-2009, 05:16 PM

<div class='quotetop'>QUOTE (29Palms @ Sep 24 2009, 07:03 AM) <{POST_SNAPBACK}></div>

Not a good country song. Nothing about women, fighting or getting drunk. Now its all about a broken guitar....whaaaa.[/b]

I think you're forgetting that it's Canadian country

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