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United Breaks Guitars

by sonsofmaxwell • 14,726,850 views

You saw the video, now GET THE BOOK: http://www.UnitedBreaksGuitarsBook.com. Looking for a unique speaker for your next event: http://www.UnitedBreaksGuitars.com for case studies and highlights of...

I just saw an article suggesting that the resulting poor publicity from these videos caused a $180,000,000 drop in share prices. They probably should have just bought the dude a new guitar.
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That was one awe-inspiring comment. Like ones who got it. ;)
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Stock prices went down costing them that amount. When the video went viral UAL changed it's ways. They wanted to safe face after they had a negative impact. It wasn't to do the right thing. It was to try and minimize the impact and save money. They never cared about Dave or his situation.
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Dave Carrol from the east coast had his guitar busted by united airlines ... this is my TOTD . He did two more videos , there were case studies it launched his career more  .
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United Airlines  SMASHED MY GUITAR ...classic
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Band guy in the middle window looks like Phil Kessel
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Is it just me or does he look exactly like Steve Carrell?
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Dave Sanders Shared on Google+ · 1 month ago
A musician named Dave Carroll recently had difficulty with United Airlines.   Dave spent over 9 months trying to get United to pay for damages caused by baggage handlers to his custom Taylor guitar.   During his final exchange with the United Customer Relations Manager, he stated that he was left with no choice other than to create a music video for YouTube exposing their lack of cooperation.   The Manager responded: "Good luck with that one, pal."   So he posted a retaliatory video on YouTube.   The video has since received over 6 million hits.   United Airlines contacted the musician and attempted settlement in exchange for pulling the video.   Naturally his response was:    "Good luck with that one, pal."   Taylor Guitars sent the musician 2 new custom guitars in appreciation for the product recognition from the video that has led to a sharp increase in orders.   Here's the video
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14M + views? I would say we are all United! Great song.....and a great way to get back at huge corps for being negligent...I will NEVER fly united again! Because i love my Guitar!!
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+Jeff Mutton United now uses this example to train their employees on baggage handling and customer service.  
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+tina cato I think I'd say that too.  Even if it wasn't true.  
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OK, this should cover me for the next 100 years.... Thumbs up if you're watching in 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, 2023, 2024, 2025, 2026, 2027, 2028, 2029, 2030, 2031, 2032, 2033, 2034, 2035, 2036, 2037, 2038, 2039, 2040, 2041, 2042, 2043, 2044, 2045, 2046, 2047, 2048, 2049, 2050, 2051, 2052, 2053, 2054, 2055, 2056, 2057, 2058, 2059, 2060, 2061, 2062, 2063, 2064, 2065, 2066, 2067, 2068, 2069, 2070, 2071, 2072, 2073, 2074, 2075, 2076, 2077, 2078, 2079, 2080, 2081, 2082, 2083, 2084, 2085, 2086, 2087, 2088, 2089, 2090, 2091, 2092, 2093, 2094, 2095, 2096, 2097, 2098, 2099, 2100, 2101, 2102, 2103, 2104, 2105, 2106, 2107, 2108, 2109, 2110, 2111, 2112, 2113, 2114, or 2115.
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What happens if they change the calender system?
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I throw bags but not guitars. I Couldn't if you paid me to do it.
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Pauline Ohanna Shared on Google+ · 2 weeks ago
preparing a new class on online customer experience..
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Thex Dar Shared on Google+ · 5 months ago
Looking Back Looking back thru my list of favorites I ran into this one  United Breaks Guitars   I am not a big fan of Country but the story was what got me...  This gentleman, Dave Carroll has a great sense of humor, the video is very cute and danged if he didn't come up with two more to follow up on it... Here are the links just in case you want to keep on laughing...  Also the first link is a short interview after the first video and Mr. Carroll is trying to take a little heat off of Mr. Irlweg but you see how that went as the videos continue... (^_^)    Have a great day and keep smiling...  United Breaks Guitars Song 2 United Breaks Guitars Song 3 - "United We Stand" on the Right Side of Right ____________________________________ It wasn't about money just about doing the right thing... See if United does the thing... 
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+Thex Dar It more than rings true to life... Dave Carroll had his guitar smashed by United baggage-handlers( the whole story is in the description).
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I understand Taylor, gave him two new custom guitars! Hats off to TAYLOR! Musicians have an emotional connection to their instruments, the loss of one can be devastating.
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I'm sure Dave and Taylor both benefited handsomely and deservedly when it was all said and done. Two guitars is nothing compared to the exposure they both received. On the other hand, United would probably be willing to exchange a few 747s to make it like this video never happened.
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+EarlRegent lol I doubt it was a mile. The Halifax airport is pretty small.
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+Kyle Morrissey Transit Newark. Had to run around newark airport and i tell you, they are not very helpful.
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Our 100% Success rates keep our Clients happy and the Bad Guys unhappy!
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I'm a musician. I'll never fly United. I've dealt with companies who don't care about their customers. I'm sure that was an awful ordeal. I'd be horrified if they broke my musical equipment. Nice song! This is one for the small guy!
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"United Brakes Guitars" should be a t-shirt. "I can't afford a Taylor" would be a good one too. (LOL) Way to go guys! I still play (semi-profesionally) on my old beginner with a slightly warped neck. An airline misplaced my guitar ONCE. I was so freaked out. At least this airline was helpful (it ended up on another flight to my destination), but when they asked the value of the guitar I had to ask, "Do you have kids? If you can put a value on that...". They nodded their heads, in understanding. Got it back the next day. A new Taylor, or Gibson just wouldn't replace my old girl, "Jackie".
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Wow, that's sad...did they ever find your old one? If someone lost something I had great sentimental value with, I would be pretty sad.
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+Lambeoccaca Fortunately, yes. It ended up on a later flight, but until it was in my arms the next day it felt like I had a missing child! Usually there's always one older dude at the baggage check who plays and is always interested in what type your carrying, and assures you that "we'll take good care of her".   As for the clowns these guys are singing about. I'm sure I've lost many-a-job for less. I can't believe a company in Airlines can be so irresponsible, and unsympathetic. Those are 3-5000 dollar guitars, and most musicians don't bother insuring their instruments. Dwelling on it conversationally kind of makes me want to make a t-shirt that says, "According to recent statistics your more likely to die on United Airlines than on your way to the Airport". Kind of long-winded, but with the right font..? What do you think? :) Also, thanks for caring! That's really nice of you. 
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Soldier Lau Shared on Google+ · 2 weeks ago
立即前往 YouTube 觀看這部影片:😱
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Been around for a while. Beautiful "payback" on United Airlines in the U.S. They busted his guitar and refused to pay compensation and gave him a real hard time. He threatened to write a song about the incident. United Airlines told him, "Good Luck with that."  The song got heaps of airplay, United asked him to drop it. He told them, "Good Luck with that." Real case of Poetic/Musical Justice.
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Makes one feel SO GOOD when someone "sticks it" to a company that treats  customers like crap. That is exactly what happened when United Airlines decided to give Dave Carroll a hard time. His SECOND great song about the lousy service by United Airlines follows the one above. You can click on it after the first song finishes. Then, just for good measure, there is a THIRD song, also another "SMASH" Hit. Oh, Did I mention he also has a Book about it? 
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Bad customer service never pays off. Its cheaper to please one guy, than lose 1000's of people.
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Terry Harpole Shared on Google+ · 2 months ago
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I WILL NEVER EVER FLY WITH UNITED !
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Jean Moore Shared on Google+ · 2 weeks ago
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เป็นไงสายการบินทำกี่ต้าเค้าพัง
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Ok, so I completely agree with Dave taking down United with this funny song, I however never understood the Mexicans in the back, what does this have to do with the Airline?????
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They don't do well on shoe sample cases either!
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United was my regular airline, after I saw this video in 09' I vowed to never fly United Airlines again. 
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The huge drop in stock is just proof that no one, including big corporations, can hide!  If you do something wrong it is going to end up on the internet.  #IntegrityCounts  
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Great...! Well done...! United had to be more "fairplay" and cool....
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If I had broken it I would expect to have to pay to replace it. As a matter of fact United broke one of my Nikon lenses.  Did they care, NO! I know that the TSA and baggage handlers just toss your items around.  They don't give a crap because it's not there things. I'd like to be their fuel supplier and charge them twice the going rate.  It would hurt the company because they couldn't fly just like they broke your guitar and as a musician that is your instrument to make money with. I will never fly United again.  
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I prefer to fly Southwest. They have great service. And, they don't throw fragile luggage! I flew a few days ago, and I have a wheelchair, and I was watching through the airplane window to see how they would treat my wheelchair, and they were very careful in putting it in the plane :) Also, there was another guy who was allowed to bring in guitar on the plane. So if you ever fly Southwest, know that you cam most likely bring your guitar as a carry-on.
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It is good lesson for every companies
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wow that's it for me I'll never fly with them!! everyone should take this opportunity to show 'big money' that we the people won't stand for this shit and boycott United for good! c'mon people tell them to go jump!! that will send a message to the rest of the corporate world..
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เพราะมากครับ หวังว่าจะมีอีกหลายคริปนะครับ
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Marketing 151g brought me here (y)
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I flew United last summer with my banjo. The boarding people looked at me and said: "You're gonna have to check that in". Thanks to helpful on-board personnel i got to keep it as carry-on. At one point they actually took it in a closet on board which was nice of them. But i am doing the same trip this summer - and with a 4000 dollar banjo. I am a little nervous they might give me a hard time...
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In 2009, Dave Caroll an American singer/songwriter was flying on United Airlines with his band. He heard a fellow passenger exclaim that baggage handlers on the tarmac at Chicago's O'Hare International Airport were throwing guitars. Later he discovered that indeed his $3500 Taylor Guitar was broken. For nine months, Dave tried to get his damage claim processed with the airway with no results. So Dave did what he could do best!! He wrote a song and produced a video ‘United breaks guitars’. The YouTube video was posted on July 6, 2009. It got 150,000 views within one day, prompting United to contact Carroll saying it hoped to right the wrong. United mentioned it hoped to learn from the incident, and to change its customer service policy accordingly. However the damage was already done. Dave Carroll’s video is an example of how in today’s age of social media one voice can triumph over a giant corporation. It exemplifies the threat corporations faced in today’s age It is also an example of a good way to complain while remaining "respectful" and "not yelling".
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His 14mins and 50 seconds is up and still no one has heard of this guy.....    It's easy for someone to have an "experience" and then try to get famous from it.  For what he paid in production costs for this video, he could have bought a guitar.
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GunsandSpuds Shared on Google+ · 1 month ago
United Breaks Guitars! 
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Not just break guitars just make mistake in the system and rob's ther costumers
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This video made me laugh! Har har
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So does Delta... of course they knew they were going to. They wouldn't let me board without signing a waiver.
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Our recent flights on United and American Airlines has convinced me to pay more and fly a reputable European airline. They both overbook, delay, cancel, and then lose your baggage, make you wait 2 hours to file a baggage lost ticket and are totally lame. Congratulations of a successful outcome to a lousy airline.
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Wait.. What does United break?
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All these comments remind me of Pop-Up Video!
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Great idea as it's gotten over 14 million views on youtube as that would piss me off if that happened to my Taylor guitar!
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If you like guitars music and great guitar players the you must check this out! https://www.kickstarter.com/projects/1738684971/the-guitar-show-channel?ref=video
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and United is an employee owned company !!!!  WTF.. These people need to be tossed out the door, like they tossed these belongings...     Bad Employee....
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Great video just what they need they should have paid for it
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"United Brakes Guitars" should be a t-shirt !!! I would like to buy some.
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Stefan Reinmuth Shared on Google+ · 5 months ago
And this ladies and gents, is how you get a company to lose $180M
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Oh dear, for the sake of your innocence, I hope you have somebody who shields you from any chart of United's stock price over the last five years since this song came out.     The big lesson here (posted earlier by Walt Frasier) is that it's a creative response to bad customer service. People love it. If he gets $1 from utube for every thousand views, he's made back his guitarr and then some. Plus, I think he's parlayed this event and song into paid pubic speaking gigs re: customer support, and the song is probably more popular and holds greater mass appeal than any song his band had done before. His creative response to bad customer service has helped himself out a lot more than it hurt United, and it helped him out a lot more than he was hurt by United. 
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I know the subject matter posted is old, however at the time this video did indeed damage United's credibility so much that stocks dropped by $180m USD. However, I do agree with you - He definitely used this service failure as a springboard for his career, milking it for all it was worth.
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Welp.  NOT gonna fly United anymore.  They break someone shit, and won't pay for it?   I like my stuff!!
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Brilliant...Revenge that is clever, funny and hugely effective! Very talented!
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im flying with united to america tuesday with my guitar in a gig bag will it be allowed on board? Because they aint putting it in the cargo hold with all the suitcases...
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U.S. Department of Transportation just issued a ruling that you are now allowed to carry your guitar on the airplane.  http://thehub.musiciansfriend.com/bits/new-musician-friendly-carry-on-rule-board-early-to-benefit?source=3XFCBK1 
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Some years ago a plane left CLT , gained altitude ,and as it banked into a turn the cargo door popped open and luggage rained down on a soccer field at the high school in Huntersville NC  ! 
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Good one. I wish I could upload a video regarding Qantas complete inability to handle and co-ordinate fares and flights. That would be a winner too! It would be like an episode of Mrs Brown's Boys crossed with the movie "Airplane"
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I was crying the whole time
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I'm about to travel overseas with a Taylor... I'm terrified. I'm thinking my best bet might be to mail it to myself and insure it. Any suggestions?
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+G. Steven De Amaral Pad the case with towels to stop hard impacts. There is no clear-cut distinction between 'flight-cases' that can withstand actual impact and ordinary travel cases that prevent dings and scrapes but don't hold the guitar tightly enough to be thrown around. Hardshell travel cases can be converted into ad-hoc flight-worthy cases with the intelligent application of towels/cloth buffer material. That's about all you can do. 
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Tell them its a violin, so you can carry it on. Hopefully you get an ignorant attendant who believes it :P
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Love it.  I can't stand United and would quit flying them in a NY minute if a competitor would serve SFO-MSY direct.  Their service sucks as do their fares.  Terrible airline.
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Flying any airline with your beloved Taylor is a risky idea. As the old adage goes; God gives pilots a limited number good takeoffs an landings and when used up...well you know the rest. Flying your Taylor is the same. Keep your guitar insurance policy up to date.
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Very lovely and touchy song
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You go for it Dave. You sang a song for the "little people" who get hit with this crap from "big corporations" that the Supreme Court declares are people also. I hope you make a LOT of money off this song and that United loses customers. 
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that is not all that United breaks! I have had my luggage lost, stolen, and damaged. United always say they are sorry, and say that they are going to take care of the problem but never do! The only real question is why do i still fly them? I am Platinum and i am going to check around for my next trip. Thank you Dave for getting me to re-think my choices.
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I haven't seen this song, its great! I hate United, it was a horrible experience to travel with them not to mention my baggage was opened and ransacked! Never traveling with them again...
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Fly with another airlines!
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Wish I'd heard this song before :( destroyed my cabin bag along with the paintings I was carrying after asking me to check it in at the flight door. You suck, united!
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I'm flying Delta , because UNITED  breaks guitars
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katherin de la cruz Shared on Google+ · 1 week ago
United Breaks Guitars – Song 1 Video
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If it wasn't true they would sue him. Ergo...
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THIS IS AWESOME!!!! Finally a constructive answer to horrible "Customer Service" NEXT STOP SPRINT...
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I've been having a problem with Sprint for well over a week. My phone, which I bought just over a month ago, will not send or receive text messages. I've been to 2 Sprint stores that were unable to resolve the issue, and talked on the phone with 4 different representatives. I've been told 4 times that someone would call me back, and I have yet to get a call back. The last time that I called was to cancel my service. I was told yet again that I would have to wait for a call back. I have the names of all of the people that I have talked to, as well as the confirmation numbers associated with the telephone transactions. I told Molly, the last person that I talked to, that I would be recording the conversation (they record me, why can't I record them?) and I was told that they could not speak to me unless I stopped recording the call. I was again told that I would receive a call back in 24 hours, and was hung up on. What should I do next?
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+Andrew Weyant Check your state's wiretap law. Twelve states require two-party notification, whereas all the others and DC require just one. That girl Molly telling you she couldn't speak unless you stopped recording the call was bullshitting you hard. If you're told that again, just tell them you've read the wiretap law and that they can get someone else to speak if they're too uncomfortable lying to you on tape.
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this is why you dont fuck with musician.
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united just sucks,all employees sucks,their attitude on me just feels like my dad
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Would you put your GF in the baggage hold, of course not!  You should of put Miss Taylor in the cabin in the seat alongside you if she was worth anything to you.  Pay for the extra seat if need be...  if United would not allow that, then walk away.  Anyhow, if you were doing a boring, low paid, mind numbing job for a company that does not give a rats arse about you or its customers... well, you know "Baggage handlers have gotta have fun too, eh!"  When I travel, Miss Gibson is at arms  length.
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United Airlines Lost my Bag Last month and they cant find it, and well reading about this video i found that "Rob Bradford, United's managing director of customer solutions, telephoned Carroll to apologize for the foul-up and to ask if the carrier could use the video internally for training.[6] United mentioned it hoped to learn from the incident, and to change its customer service policy accordingly"   but it looks like United Airlines dose not learn from the mistakes
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I had to do the same haha. Dang marketing electives. 
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+JOHAN BRAUN  Really? Ha ha that is awesome! Would have been alot cheaper to replace his guitar. But of course a multi-million dollar company isn't gonna spend a few hundred or few thousand dollars to fix their mistake.
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United is awful! I've had nothing but bad experiences with them. Love that this video exists
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That was brilliant! And I'm still laughing. Passed it on to lots of friends.
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I tell you what, its a catchy tune and its going through my head again and again.
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United always has, and always will...........  SUCK!!!
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1,615 United employee thumb-downs....
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John Fogerty also pleaded, United, do not Put Me in Coach....................... 
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Khổ thân cây đàn của anh. :)))
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Read about this song in my lecture book about "quality from need to usage", had to look it up, real funny haha
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This song is great. People who will read this comment in my google plus, watch this video. It's funny. United airlines has since paid for the guitar, since the video went viral and everyone would hate them even more if they didn't pay for it.
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home land security is just looking in the wrong place.
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This is great, sorry about your guitar.  I don't know if you and the fellas take requests, but since this generated such a powerful response could you maybe do another video about United damaging something that REALLY, REALLY matters to certain passengers?  Like wheelchairs?  I am assuming you could get off the plane even though your 6 string was busted and I hope that, with a little tuning, a substitute was easily found, but things aren't quite that easy for a quadraplegic when United messes around with your wheelchair. Here you go: There was that time it spent in the rain in Geneva, Out on the tarmac all alone in the rain, And what's the deal with the wait in San Francisco? Why am I left to wait an hour on the plane? Oh boy United, your staff sure does hate to sit and wait, Don't they know they aren't the only ones running late!      Chorus Why does the Newark lounge staff do all the lounging, Sending the handicapped out for scrounging, All I did was ask for help finding a family restroom, All they did was sweep me out like they had a broom!      Chorus Dulles ain't so bad if you can overlook, That the staff breaks the rules in your own book! I filled out and attached your form about instructions, For how to handle the breaks and moving of the chair, So I really cannot fathom why and hope that you will share... Why the ground crew's new Go-Cart is my Chair!      Chorus Every time that I takeoff with United, It is always with some fear, What on earth can I do if I get there, Just to find I have arrived without my chair! Your chorus be something like... "Remember that this one's not about us, We're doing this because it was a request,                                           (Please don't forget to tip) I'm sure these folks would give voice to there own complaints, But their hands don't work and the strumming would be a mess!" Oh yeah, United is now, with all new planes and those that get retrofitted, installing seats with a shallower seat pan (where you put your backside) in order to, in the aggregate, add more seats without sacrificing claims about legroom.  So wheelchair concerns won't matter for long if you have to use something like a ROHO cushion.
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Ha! Broken guitars! How marvelous! I lost My own guitar once. A beautiful one; the body made of cheese, the chords from the carefully twisted entrails of My friends and enemies...so nice. But then it got eaten. By mice! Oh, how I hate them! But I loved them, too. At least...I loved their innards. Now I have a new one. A lovely little thing. And whenever something happens to it, I have a wonderfully simple solution; I turn the insolent, brooding mortal who messed with it into...a brand new one! The one I have now is made of crushed Orc eyes. It plays quite nicely.
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DELTA breaks FLYRODS.........
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Very entertaining and good hype, but the fact is that the ground handlers (employed by the airport) broke the guitars, not the airline, and United just didn't care. Perhaps it moght be wise to take out insurance next time?
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What a nice guy to put a video that doesn't step on blacks but makes fools out of Mexicans. Dave Carrol wears panties because if he would have made the video with blacks, that's is all I see at Chicago airports, the backlash would have made him... I must stop, white male pu$#y makes me sick
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Go back to tumblr you twat waffle.
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I really like all the parts with the guys in sombreros and fake mustaches. I love my parody videos to be full of racism..this one doesn't disappoint.. 
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+anonymouswriter5 Are you kidding me? I guess it's only a matter of time at this point.
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