United's Broken Guitar Incident A Test of Customer Loyalty and Reputation

How one voice can beat the big company and leave it without 180 million dollars http://www.davecarrollmusic.com/book/comment-page-1/ Dave Carroll, a musician, wrote a diss track after United Airlines allegedly broke his guitar by mishandling it. His video went viral. United Airlines had broken Dave's guitar in checked luggage. After eight months of pestering the company for compensation, he turned to his best tool— ... A new case coauthored by HBS marketing professor John Deighton and research associate Leora Kornfeld offers an object lesson in the dangers ... By now we're all familiar with the continuing story of Dave Carroll's sing-off with United Airlines over the breaking of his Taylor Guitar. Dave Carroll is an award winning singer-songwriter, professional speaker and social media innovator based in Halifax, Nova Scotia Canada. He began his music ... Sincerely,. Page 3. United Breaks Guitar – by Dave Carroll. I flew United Airlines on the way to. The plane departed Halifax connecting in Chicago's O'Hare. Listen to United Breaks Guitars on Spotify · Single · Dave Carroll · 2009 · 1 songs. In Spring 2008, Dave Carroll got off his United Airlines flight and found his Taylor guitar damaged. He spent nine months trying to get the airline to make it ... When United Airlines refused to pay for his broken guitar, Dave Carroll released a complaint diss track. This resulted in the Airline's stock to go down 10%, ...