Reflection on Social Media Case 12: United Breaks Guitars

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Customer service is crucial. We can see this from the incident with United Airlines and the band “Sons of Maxwell” specifically their lead singer Dave Carroll. Dave and his band looked out the window and saw that their guitars were being mishandled and this sparked the whole customer service scandal. The band ended up trying filing a complaint but nothing was done on the end of United Airlines. This caused for the band to take matters into their own hands and create a video/song explaining their situation and their frustration with the airlines about how they handled everything. After posting the video United Airlines took a huge hit to their company value losing $23,000,000…. This was massive, so obviously United tried to make amends before the situation could get any worse. They offered a new guitar, tried making a positive spin on the video, and even tried making this video a part of their training to help lessen the effects of the song that was made about the company.
The customer service that was supposed to handle these kind of situations for United Airlines failed. I really liked that the band and their lead singer Dave Carroll wasn’t about to just be silenced. Instead, they took matters into their hands in the only way that they knew how, which was to create a song a video. This was a perfect way to get the companies attention and to insight change. This makes me concerned however, because if that is the only way to get a company’s attention is to defame them, then that makes it nearly impossible for those of us that do not have that large of a following base. The right to be heard by companies and have things change should be for everyone not just those that are famous.

Comments

  1. UnknownApril 18, 2018 at 4:10 PM

    Great post! I love the additional websites you linked out!

    ReplyDelete
  2. UnknownApril 18, 2018 at 4:57 PM

    Great job! I love how you mentioned that it is important to get a companies attention, but that it makes it harder for the rest of us who don't have a following base.

    ReplyDelete
  3. SammyApril 18, 2018 at 7:08 PM

    I really enjoyed your post! Great insight about how we all should have the right to be heard.

    ReplyDelete

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