United Breaks Guitars

You saw the video, now GET THE BOOK: www.UnitedBreaksGuitarsBook.com. Looking for a unique speaker for your next event: www.UnitedBreaksGuitars.com for case studies and highlights of Dave's speaking tour.
There is now a video response:
• STATEMENT
Full Story: www.davecarrollmusic.com/story... -
In the spring of 2008, Sons of Maxwell were traveling to Nebraska for a one-week tour and my Taylor guitar was witnessed being thrown by United Airlines baggage handlers in Chicago. I discovered later that the $3500 guitar was severely damaged. They didn't deny the experience occurred but for nine months the various people I communicated with put the responsibility for dealing with the damage on everyone other than themselves and finally said they would do nothing to compensate me for my loss.
So I promised the last person to finally say no to compensation (Ms. Irlweg) that I would write and produce three songs about my experience with United Airlines and make videos for each to be viewed online by anyone in the world. United Breaks Guitars is the first of those songs.
United Breaks Guitars Song 2:
• United Breaks Guitars ...
United Breaks Guitars Song 3: United We Stand on the Right Side of Right
• United Breaks Guitars ...
Follow me on:
Twitter: / davecarroll .
Facebook: / davecarrollmusic
LinkedIn: / davecarrollmusic
Video Produced by Curve Productions of Halifax, www.curveproductionsinc.com.

[@gamesandscience9317]

This is the most impressive complaint about poor customer service I have ever seen!

[@ChaoticAngelKitten]

Games and Science would be awesome if they did a new one titled United Airlines Beats Doctors... >,> in honour of the doctor who was flying home to open a free clinic for veterans and was beaten and lost two teeth and got a conscussion because United Airlines felt they had the right to beat a passenger because they had overbooked the flight and he refused to get off the flight he paid for...

[@sergejacinto]

Comedienne Nicole Byer found fecal matter on a blanket given to her by a flight attendant on a Delta flight. They eventually agreed to fault and were going to offer her some compensation but she had to sign an NDA, she told them off and that she was just going to tell her story on her upcoming Netflix special

[@ChaoticAngelKitten]

serge jacinto I hope she did too. Got the name of it?

[@samblamjam]

“This is fucking bullshit” -Tfue

[@ChaoticAngelKitten]

Matthew Schurke I can understand accidents but my issue is that they refused to own up to the mistake made by their staff and replace what their staff broke.

[@roxzy409]

14 yrs ago and still a masterpiece

[@sonsofmaxwell]

Thanks for tuning in!

[@estebanguerrero682]

True

[@walid8981]

The real bro

[@Huobaojiqi]

@@sonsofmaxwelllegend!🗿🍷

[@rubyhasan8520]

16 years now!!

[@joezegers]

2009: United breaks guitars 2024: Delta breaks a guitar

[@VistazEpok]

Lol the world best airline just do a nono thing

[@bohanyang2624]

delta is legit the best

[@CopguyLMAO]

​@bohanyang2624 STFU Ryanair is better

[@YouAreAmerican1776]

2024: Boeing breaks

[@indridcold8433]

"Delta has bedbugs," should be the title of the next airline song.

[@jeremypage6093]

Never screw over a musician, a poet, or an artist. They have the creative chops to express complaints in a way that everyone will remember for years to come.

[@tattoou1222]

Or anyone preparing your food.

[@kothen4994]

​@@tattoou1222 *zip* clap clap

[@VeaVea-um1fv]

@@tattoou1222 p

[@MrShmeve]

Heard this guy’s story. Came just to see if it was real. Stayed for the music.

[@nakshatra1402]

From reddit?

[@BTnat]

Reddit reposts be with us

[@aushopkins4702]

Ifunny brought me here

[@randallferguson8147]

Aus Hopkins We do not speak of the forbidden app

[@noelfletcher1149]

r e d d i t

[@safecriib2392]

The 2.7k dislikes are all united employees

[@sadnishi8109]

Exactly

[@1MadJack1]

‎

[@zenith7996]

Fax

[@shanemichael6517]

😂🤣😂🤣

[@jessicacarranza2959]

🍵

[@user-bm5ii6ul4l]

Even after 100 years this song will still be beautiful!

[@martinyamzon2681]

imagine loosing more money by refusing to pay this man's guitar repairs

[@KwCpRoDiiGy]

Imagine going your whole life misspelling "losing"

[@CephaloG0D]

It's just 9 hours at this moment. ;P

[@nicknack-snack2]

Wayyyyyy more lol - serves them right😂

[@misteryemisterye]

@@KwCpRoDiiGy omg haha

[@iamdaven7330]

@@KwCpRoDiiGy lol What a looser

[@neumon0_]

The fact that United's stock fell by 10% and they lost $180 million dollars is amazing

[@happyvocal]

You broke my guitar? I'll break your stock. 😂😂 It's hilarious tho because this guy is super down to earth, he didn't even think this video would break the way it did

[@DarkDepth2000]

@@happyvocal he really pulled an uno reverse

[@andrewk8636]

Their stockholders lost 180 million. They lost a ton of potential passengers so they lost a lot more than 180 million and are still losing them to this day

[@gecko75]

And the fact that they could've bought 51000 of his guitars with the money they lost because of him 🤣

[@zhackiethedog]

D-serve

[@computernerd1101]

Many years ago, I had a similar experience on a smaller scale. I lived in a group home with two sections, separated by floor. I was one of the second floor residents. Our food kept getting stolen by one of the first floor residents. There was nothing preventing the first floor residents from accessing the second floor refrigerator. We begged the staff to install some kind of lock to keep the first floor residents out of the second floor. They showed complete indifference towards us for countless months, during which food kept getting stolen. Eventually, they started interviewing someone who was considering moving into the group house. I told him, "if you move in here, you'll risk getting your food stolen by someone living on the first floor who has easy access to the second floor refrigerator." Just one day later, I saw locksmiths installing digital locks on the doors to the second floor staircases. They'd been ignoring the problem for months, but as soon as I started scaring away potential buyers, they fixed the problem in only a day. Ultimately, Dave Carroll and I learned the same lesson: if you want the authorities to start taking their job seriously, threaten them with bad publicity.

[@swan4091]

14 years ago and still never got bored of it once

[@brendancurtis7848]

It’s been 11 years and I’m still not done enjoying this absolute masterpiece

[@akshonclip]

Same here. I come back every now and again for the catchy lyrics.

[@PurpleOnThree]

Agreed! When I need a good laugh...😂😂

[@shiislittleroom]

Yeah lol

[@lancelotdsouza4174]

Same here. I listen to it when I have to fly

[@PurpleOnThree]

@@lancelotdsouza4174 now that's funny! 😂

[@monkey3964]

Don’t make an enemy of an artist. Creativity is a powerful thing.

[@Justin-yt7pi]

Yeah just ask that Austrian art student turned leader of Germany.

[@justsomewanderingomen3751]

@@Justin-yt7pi Art student? Last time I heard he didn't get accepted.

[@Hallow_Ghost]

@@justsomewanderingomen3751 Dont need a degree to be an artist.

[@Justin-yt7pi]

@@animequeen78 ha?!

[@robbieaulia6462]

@@Hallow_Ghost Hitler: the art of genocide

[@tanakasensei3450]

Just watched Be Amazed feature this story in their fifth installment of revenge acts, and I just had to see this masterpiece for myself. Just love it!

[@itsame43]

Actually it was sixth he mistitled

[@antoniomurrain2783]

it actually is the sixth installment thats what got me here too!

[@abhijitkumar4911]

Me too 😂

[@RedShepherd96]

I'm here for that same reason. 😂

[@crystalline-cavern9617]

Same!

[@pedro.sander]

It's been 14 years and yet I find myself sometimes whistling "yeah united breaaaaaaks guitars". Now that is a catchy song.

[@simearsov]

This song caused a 10% drop in their stock. The internet is amazing.

[@noneedtoknow2870]

AWESOME!!

[@jrstok1]

I wonder what that was monetarily. Much more than a Taylor guitar I imagine hahahahaha

[@callumcooper5652]

@@jrstok1 hi

[@ianrice9083]

We covered this in my marketing class today, the professor said it was $180 million loss

[@jrstok1]

@@ianrice9083 Thx LOL! That's awesome.

[@avondez]

I'm 11 years too late but this song is really catchy

[@HowardH]

Came here from reddit in 2020?

[@michelmagix]

It looks like some damage is irreversible.

[@avondez]

@@HowardH Yes

[@johnnieuwenhuijs667]

You just came from I funny too huh.. lol

[@jonf3387]

Rule 1 lol

[@alexiseptimus8362]

14 years and this music quality is much better than what we have today. And the story behind it make it even more epic.

[@crack9991]

14 years have passed but this gem will never die and its justice for those poor guitars

[@michaelmurray4410]

Flew Japan Airlines, lost a D45, after 30 days i received a full apology and a check for 3800. It the process Japan air was awesome, never made excuses, assigned a human to personally see that my complaint was addressed. Thank you so much for not being like United.

[@agent4ww191]

A D45 can you tell me what that is and I apologize if it is something I don't know if it's available only in one country

[@user-es1hl7wq9z]

A very expensive accoustic guitar.

[@RCAvhstape]

They probably disciplined the employees responsible, too, which is how you fix glitches.

[@acer3573]

Deferential, honor-based culture. They feel ashamed if a commuter train is only a minute late.

[@AlekzanderTamayo-ln8bf]

W airlines

[@PiXimperfect]

My professor brought me here while I was in college studying Public Relations. Glad to find out I'm not the only one here from study materials.

[@ShovelIsPala]

hi checkmark

[@blaue7383]

I never expected you to be here.😅

[@avrilsd]

Here from study materials! 😂

[@a.alhashimi780]

same over here ,by international business professor :)

[@PraveenKumar-rc3uh]

Father of photoshop

[@A-Lgaming-official]

I love how United hasn’t tried to take this down

[@Heythebrodyboy]

Cause they would be signing their own death certificate

[@n.sworld3855]

Nah they would be selling their soul ​@@Heythebrodyboy

[@Liamdatomato]

@@n.sworld3855accurate

[@Dream09997]

Best comeback ever

[@LanceofLonginous]

The fact they lost so much money warms my heart

[@alekz112]

It's a common misconception. It was a low day for all airlines not just United, and as a matter of fact, United closed higher than they opened on the day in question. en.wikipedia.org/wiki/United_Breaks_Guitars#Stock_price_effect Nothing short of revolution can make megacorporations stop.

[@rinsekai]

@@alekz112I thought u were defending the corporation for a sec. W comment

[@gigachadzilla]

just a bummer that none of the higher-ups feel it. they just do shit like take away benefits from regular employees and cut out all leave payout and grants and funds for employees that aren't completely mandatory by law, so the people on the board of directors, or anyone who's job title is a commonly recognized acronym, get to still give themselves insane 6 and 7 figure bonuses, then pat each other on the back. this would have had to make an impact so profound that it made them non-viable financially to continue. if they can rearrange the books, or crunch numbers by taking away from regular hourly/salaried employees to satiate the corporate elite's greed, they'll absolutely do that every single time, and they'll never learn, which means they'll just make their employees and stockholders bare the full force of the negative financial consequences that stuff like this brings about which leads to them unscathed to just keep on keepin' on. hella dope, right?

[@castleanthrax1833]

Share prices going down isn't an actual loss. It's a loss on paper. When shares go down, nobody loses anything unless you have to sell your shares at a price below what you paid for them. Regardless, it wasn't United that "lost" when their share prices go down. It's the shareholders.

[@firuzleestar]

guys, I need to collect 10k on my KZbin channel, the American people are very kind, help me collect 10k ON my channel, please subscribe I'm making music

[@dickasstley3738]

The fact that this still exists 14 years later, heavily impacted one of the major airlines and this guy still responds to the comments is amazing

[@danielacasagrande8996]

Actually it’s 15 years

[@dickasstley3738]

@@danielacasagrande8996 doesn't matter

[@Enchant3dBerri]

​@@danielacasagrande8996wdym 15 yrs?

[@joannaortiz9015]

This video and the infamous incident were discussed in my textbook for my MBA class, Crisis Management. I had to check it out for myself and wow, shame on you United Airlines! Kudos to Dave Carroll for handling this with class.

[@maxygirl09]

I was just reading an HBR case on marketing about the incident. I decided to watch the video first to get some context. It would be an interesting discussion in my MBA class this weekend.

[@MoniYakova]

I also know this song from a case study i read in uni.

[@free.KayFlockaaa]

he was at my school presenting about his story and stuff

[@jimmygu777]

Yes, this case is also on my MBA course materials. Nice job, United Airlines!

[@anonymouse2428]

More material for your textbook: A highly litigious hotel chain whose name rhymes with Narriott is facing a lot of public backlash after refusing to reimburse a guest whose luggage they gave away to a thief. This incident was widely popularized by the media causing the company to face a lot of ridicule and unplanned cancellations.

[@BrandonJacobLacroix]

This is the most creative way I have seen of addressing this, we all have experienced something like this too.

[@user-kn2do4wq7b]

The best come back a man can do,sir u r officially a living legend

[@CanadianTeaMaker]

I think 100% of the 1000 people that disliked this were United employees.

[@RAHAL37]

Lol

[@saeedtahir8515]

Lol

[@Seychelloiss]

That is possibly true but is it any less true than the possibility that 100% of the 81,000 likes are employees of competitor Airlines

[@narekhartunian1796]

CanadianTeaMaker no doubt :)))

[@Z0mbie999]

Yah

[@patricklundquist9869]

Back in 1967, United crushed my Kent 12 string guitar on a flight from San Francisco to Chicago. I didn't get paid for my guitar either. It never even occurred to me to sing about it. It's the song that is the true genius of this story. So, when life gives you lemons, squirt the lemon juice in your enemy's eyes.

[@kempinnd7738]

12 string? Damn how come u have that much of string

[@patricklundquist9869]

@@kempinnd7738 Spare strings. I can break 6 strings and still have a 6 string guitar.

[@JayJayS89]

you have this awesome pic of you playing guitar but no videos :(

[@patricklundquist9869]

@@JayJayS89 If it only involved screwdrivers, wrenches and hammers I'd be in business but at 73, I'm technologically challenged. As soon as I figure out how to operate a Zoom H4 and then figure out how to upload to KZbin... Then again, I've figured out how to respond on KZbin so how much harder can that be?

[@JayJayS89]

@@patricklundquist9869 uploading raw footage to youtube Via your phone is pretty simple, its the whole editing part that is a lot harder/time consuming!

[@OneStreetOver]

Now we can add Delta to the list. But we have fly dates coming up and all I can do is pray! Revisiting this song and I still had to listen to the whole thing again. The song and video are just so well done!

[@ImSquiggs]

This is still the only thought in my head when someone bring up United Airlines. What a legendary piece of art. It's everyone's dream to be able to get even with the big company that screwed them over and left them with no recourse, and in my opinion this is the best way anyone has ever done it.

[@BANGbucketHEAD]

The funniest thing about this is it cost United Airline shareholders 180 million dollars just because they didn't want to replace the guitar

[@toad9881]

Lol

[@austinloui9075]

Damnn

[@junetong1907]

United excels at avoiding the obvious and easy fix until it escalates. In my case, they wouldn't give me back my first class upgrade certificate after they didn't honor it, and a few well-placed letters later, I had 14 upgrade certificates in my mail. I didn't have to write a song (but I really wish I could).

[@statisticsnerd6224]

Well it was unrealised loss so all good now

[@anthony_galati]

....Elaborate??? Was there a legal case set up?

[@THEGAME-ko3mg]

This song is a cultural icon. We were taught about it in university, marketing class, as an example of how not to handle a costumer complaint lmao.

[@sonsofmaxwell]

Thanks for stopping by!

[@TFYGE]

​@@sonsofmaxwellAs Billy Herrington said: "♂️YES WE CAN♂️" А лично от себя хотел бы добавить что за поломку гитары нужно было в ответ сломать DI...[DATA DELETED]"😅😅😅😅

[@Holokat]

Same!!! this song was shown to me ten years ago in my training days when I worked for AA!!!

[@washingtonlass]

​@@sonsofmaxwellAnd we got an absolute banger of a song out of it, too! I still randomly come back and listen to it because it's brilliant and just a damn good song!

[@user-eo1dq6jy3o]

United just did it again. Broke a guys 1962 Gibson. Now they’re saying he has no claim

[@ss_croaker]

This was one of the early wins social media companies (Twitter and Facebook) were looking for - "United Breaks Guitar" eventually became a Harvard case study

[@Thr33Tmz]

Man, Imagine not wanting to pay 3.5K when you have 1B Dollars

[@miayi4498]

It’s been a whole 13 years and this song is still a masterpiece.

[@watercat1302]

Like a classic piece, this song will live on as long as there’s customer services…

[@sangeyasha5435]

soon it will be 15 years

[@legendofman12]

14 years later it's still catchy and 14 years later I still won't fly United!

[@liamsun3208]

United: We treat you like we treat your luggage.

[@RuminatingKiwi927]

No , they treat us like bombs in a bomber planes bomb bay

[@DrBright5558]

@@RuminatingKiwi927WOOSH.

[@audievickers132]

This song is LEGEND among my musician friends, even after all these years! Thanks, Dave and the guys!

[@chalk6ix_nz950]

Who knew a song would almost destroy a major airline....

[@razorhawk9808]

Only 10 percent destruction...

[@Isaac-ib3wp]

United ticket sales 📉📉📉 Taylor guitar sales 📈📈📈

[@LVTwinturbo]

stonk

[@falco3471]

Stonk

[@titan4110]

stonks

[@Praveen__phoenix]

Stonk

[@ilns]

stonk

[@GlamorousTitanic21]

United refused to pay him around a few thousand for the damages, and instead their stock fell 10% and lost them over $180 million. What can I say. Karma can be a real bitch.

[@akira9195]

Thats internet for ya

[@ultranetheritechannel2057]

No need for the "karma can be a real bitch" part.

[@theguywiththeyellowprofile3951]

@@ultranetheritechannel2057 why Not

[@organiccold]

@@ultranetheritechannel2057karma is indeed a big bitch hahah

[@eddielane9569]

Then they had their Just Desserts.

[@TemperanceSunlight]

I came back here after an artist from my country got two of his guitars destroyed by Delta during their american tour. So yeah, I can't believe this keep happening more than a decade after this song was released.

[@kingmasterlord]

i recommend this song every time an airline makes the news

[@kath5201]

This is the ancient Power of the Bard. To put your message to an unforgettable tune!! Proof is, the song is still on You Tube, and USED by United Airlines as a training video. And they lost a heap of change.... BRAVO!!!!

[@sonsofmaxwell]

Thanks!

[@SatumainenOlento]

*Power of the Bard is right!!!!* 😅😊 Never mistreat a bard! He can take you down from your throne!

[@chrisdawson1776]

More like power of the tard

[@rainbowfranklin]

Dave used vicious mockery! NAT 20 120,000,000$ in damage!

[@TheEudaemonicPlague]

I was wondering if anyone else would think of this....I didn't mention it only because I was thinking about a better song written about a closely related issue....James McMurtry's Airline Agent, from his Walk Between Raindrops album 1998.

[@OriginalDonutposse]

In Irish folklore, even kings feared angering poets who were skilled satirists. The poets could write a poem that would literally kill the subject of the satire.

[@cclaytoon5892]

Interesting 🤔

[@fumothfan9]

They had the right idea. Wayyy ahead of their time

[@ONeil_is_here_]

Basically an Eminem disstrack

[@blackegret666]

Come to think of it; maybe that's where the phrase "Murdered by Words" came from.

[@archae108]

Good. Very good

[@JadeDranreb13]

I noticed he's using a broken guitar and it made me chuckle. 1:09

[@kingsTelevisionNetwork]

What a legend to make a song all these years

[@johnhoyt8880]

This is about to become popular again.

[@Livinghighandwise]

Yep.

[@johnhoyt8880]

And this poor girl also suffered from abuse: slippedisc.com/2017/01/united-airlines-smashed-my-cello-to-pieces-please-help/

[@haylie2904]

John Hoyt that's right

[@SgtJoeSmith]

John Hoyt i been refering to it on all the dragged off asian guy videos

[@josedelavega99]

Still is😂

[@safiiyaa]

*They're still breaking 'em, 2020 bois*

[@ChaoticAngelKitten]

Saffy • 30 years ago they’re also breaking people’s teeth and giving them concussions... >,>

[@idk-xo7pr]

And killing dog SERIOUSLY DOGS AREN'T LUGGAGE DON'T PUT THEM IN THE OVERHEAD LUGGAGE THINGY

[@safiiyaa]

@@idk-xo7pr God damn, yeah I forgot about that one. But that was the flight attendant's fault, why she didn't question putting a LIVE CREATURE in a CLOSED SPACE for hours is beyond me...

[@ChaoticAngelKitten]

Saffy • 30 years ago Oo... this one I don’t know about. Must look it up...

[@safiiyaa]

@@ChaoticAngelKitten kzbin.info/www/bejne/iIK7lKSbbZmHqMU

[@mellin-wq8lo]

We need to hear this song on the radio 🔥🔥🔥🔥

[@games4music]

Timeless lesson! Accept responsability! Do what is right! Some airlines don't learn the lesson, so many years after and they still have terrible customer service. A masterpiece song David Carroll !!! 👏👏👏 It's year 2024

[@AishaYMusa]

As a wheelchair user, I made the decision to stop traveling by air about 5 years ago because airlines break mobility equipment more and more. Because of that, I love this song.

[@GetRidOfHandles]

United Breaks Wheelchairs

[@giga_slayer]

Stand up for yourself.

[@marawanmohammed4576]

@@giga_slayer oh shi

[@Pro_Gamer_84]

@@giga_slayer bro 💀

[@mstacy1575]

Baggage handlers just SHATTERED my chair on a Hawaiian Airlines flight, with passengers watching and filming on cell phones, just like this but worse; everyone on the plane heard my chair hit like a car crash under our feet. I informed the flight crew I would be checking out my chair carefully. When I got off the flight (last as always) there were 3 passengers with phones taking video. Backing me up. 🫂🙏 Airline employees were there too, and I had an exact replacement in less than 48hrs, which is excellent for life in Hawaii, where everything moves slowly. I really do think this song changed the world.😂🤣😂🤣🤞

[@MasterV235]

Not only are they breaking guitars, they're breaking passengers!

[@anggahartoto]

Masterv235 i get it

[@joezeke6107]

For sure!! You'd think they'd learned by now! What's amazing, too, is a few days after I saw this video I was supposed to fly from San Diego to Seattle for a family reunion. The family told me, "Bring your banjo!"...a beautiful instrument made by Deering Banjo Co., easily on a par in quality and craftsmanship to Taylor Guitars. I told them, "Hell, no," and sent them the link to this video!

[@UsernameAss]

in 2001 they broke a tower (UA175) and four terrorists(UA93)in a single hour,in 2006 they forced a world war 2 veteran to leave,in 2008 they force another person to leave,in 2009 they broke someones guitar,in 2017 they broke a vietnamese doctor, lets just name united airlines as fight club.

[@lmk69]

Bruce Wayne agrees Panther.

[@slavikkg1798]

:))

[@jenwans3055]

From Ali Koca

[@AwesomeZebrasGaming500]

Same I heard this story before but did not know the song

[@BaldskiTheIII]

Same.

[@yeet8933]

Me as well

[@lonewanderer1249]

After seeing Andy Jiang's short on youtube I came here and found a masterpiece of a song which is related to real life story.

[@jembautista2678]

My Professor in Corporate Social Responsibility brought me here. This is the best customer complaint I have ever encountered!

[@sonsofmaxwell]

Thank you Jem!

[@wolfim.3343]

@@sonsofmaxwell it is used in schools and universities all over the world. my son heard it in high-school here in Germany a couple of years ago

[@andinoschmidt8297]

​@@wolfim.3343 i just saw it in a paper in my university in Argentina. This dude make history

[@wassillamnaouar4471]

Same here in Belgium for my strategic marketing class, impressive !

[@tkrc1888]

I’m here from Digital Public Relations 😂

[@TheRockOffice]

"Dear passengers, we have an emergency. Is there a medical doctor on board?" "Not anymore!!"

[@tarawest3433]

The Rock Office 😂😂😂

[@HNemo880]

👐🏻👏🏻👐🏻👏🏻👐🏻👏🏻👐🏻👏🏻

[@achilles_kbab]

Oof

[@rogerioeduardo2239]

Nem sei oq vc disse mas sei que vim pelo Filipe neto

[@russellmcfarland5841]

This video is still having and impact 14 years later. I’m booked on United tomorrow and am regretting it. I still remember this video and pulled it up and watched it for old times. I don’t think they’ve gotten much better since.

[@dismasdismas4446]

I am here from the Customer Success Management course. Dave's case was used as an example of how not to handle customer escalations.

[@adzzil]

2.4K United employees disliked this

[@keithwright4272]

That is just too bad

[@Flogge11]

no the 2.4 is all the SJW's who are offended by the cultural appropriation concerning Sombreos and fake moustaches.

[@uniformorca]

Agree I bet they were gret not doing anything now that they're on KZbin

[@viniciusg4mer940]

Dean ambrose

[@jazzsupreme6730]

2.5 dislikes this now

[@sisyphus349]

To this day this is a marketing case study in business schools on how NOT to handle a customer complaint in the digital age.

[@louiegrant5244]

Lol here from a digital marketing class. It's true.

[@kreiveroriginal]

Also from a marketing class and this was my homework

[@101Volts]

Did United think that 2009 was still 1979?

[@petrol_prophet]

Yep, here from my Social Media Marketing Class at UT Tyler lol

[@daftar2850]

Really even i am from a marketing class

[@user-bl4oo3bh1h]

Still listening this masterpiece❤

[@annie32]

Sorry for your loss, but this song is amazing.

[@bloodlineanimations3634]

Moral Of The Story: DON'T ANGER A MUSICIAN.

[@princesskunji]

In today's times, don't anger anyone with access to the internet! 🤣🤣

[@basicchou2002]

True

[@radio9632]

Tell every male that wanner date taylor swift too lol

[@Slakovski108]

no, the real moral of the story is : never fly with united

[@ThatLaloBoy]

Is it though? Because after this United moved from guitars to people, then ended up having record sales and record high stocks. 😒

[@akashbose9253]

I can't believe this case is being taught to me in Master of business administration in services marketing

[@srinivaskari]

lovely

[@johnmcginnis5201]

Don't be. I play this video at the start of a IT class in customer management. Companies who don't care for their customers care for their investors even less and that is what kills the stock.

[@tonttu94fin]

business information technology student from Finland here, i bet this is the most used example of how to f*ck things up in service design

[@johnmcginnis5201]

@@tonttu94fin What's that line? - "Hold my Beer!" Boeing is giving a good run for the money with the 737Max fiasco. That will end up being a MBA case study as well.

[@ZackTuNan]

😂😂 that’s epic

[@LoveToSpootch]

Amazing. Just found out about this from a random Facebook post. Refused payment. Writing song as revenge. Their stock falls by 10%, AND end up paying 3000 dollars as compensation. Just, absolutely amazing!

[@Rodderick901]

After hearing this, I'm never going to fly by United again.

[@VP80867]

I was a flight attendant when this came out. I always let passengers bring their instruments in the cabin. Let them take up a bunch of overhead space! Musicians are awesome passengers. I once had an entire flight of ACL performers flying Austin to Newark. It was amazing. Everyone was so chill. They ALL stayed seated so a woman in the last row could get off and try and make her connection to Norway. Bring Back Art!

[@jonny-b4954]

They made me like leave it by the door of the plane and they put it somewhere else. Was waiting outside the door when I departed. It worked.

[@solanuskc4303]

Too bad as a flight attendant, you are already beyond the point when a traveler may have checked their bag.

[@dacsus]

Even piano?

[@1000CalorieSnackPack]

@@solanuskc4303 Yeah this story makes no sense if they were an actual flight attendant

[@sk4le10]

One time I just was allowed to put it overhead... Other time, they spotted my guitar with me in the queue, told me to stay by the side, waited until the whole queue was on the plane, and only then, 10 minutes before take off, told me to buy extra sit for the instrument... Thanks Ryanair

[@EllaBoshans]

ngl I was on a deep dive and this is gold. 14 years later but still gold.

[@user-eb5hs3fk4s]

GUYS WE HAVE TO KEEP THE LIKES 💀

[@PaPaZombs]

My son is doing a school project on Sons of Maxwell because he loves Oceanside Again, and I got the joy of explaining this song/story to him. His project just got much more interesting!

[@denji3397]

Who else came from that bald guy's short :D

[@SKfacts-sn]

That's rude his name is Ali

[@Back_to_the_white_board]

Same

[@MBordo]

Yup

[@elliotsoderblom4258]

I just need to say thank you, from the bottom of my heart, for this song. :) United Airlines broke my $5,000 wheelchair this summer (and I finally just raised enough money to replace it). I have never in my life met a more heartless and indifferent group of people. I'm flying again this week with my new wheelchair, and I'm absolutely terrified after what they did to me and my service dog. So thank you for this song. I'm going to play this on a continuous loop during my trip, to hopefully ease my nerves a bit. That was the first and last time I will ever fly United Airline. :) Even though this video is 6 years old and about a guitar and not a wheelchair, it still made me feel so much better. I needed this...

[@trangtran7674]

Im so sorry for your experience, and that’s so sad when they seem to haven’t changed a bit after that hugee loss :(

[@atwajesper9434]

Sorry for what happened to your wheelchair. I hope your travel was a better experience this time around. Btw, this happened nearly 14 years ago. The video was released back in 2009.

[@ivanmusenko1890]

Cause United breaks wheelchairs!

[@JamesTheManiac]

Wow that's just ridiculous. Sorry that happened to you. I'm glad I've never had to travel by air in my 15 years, so far. I've been worried if I ever have to that my personal stuff with my lost or damaged in some way.

[@janetomes6243]

I am very sorry this happened to you..did you see comment above by Aisha? She got them to replace her ruined wheelchair in 48 hours

[@aliciagidney7832]

Hey you came to my school and sang for us! I was one of thr older kids in the back!!! I loved/love this song!!!

[@Princeromemackenzie07]

i know this came out 14 years ago but he did sure love reacts to newer comments upto this day

[@jacklowe74]

Made united lose 180M dollars with a $180 budget.

[@Isaax]

@@chanhongooi2190 read the comment again, slowly

[@kmcshane8725]

It's clearly not worth saving $1200 for losing $180,000,000.

[@aminiman1330]

@@Isaax Lol

[@adolphus28]

Decisions of management eh...

[@pinklatte8696]

*_hashtag didn't regret it_*

[@elainabott3275]

United: doest pay 3500 to replace a guitar United stock: drops $180,000,000

[@sixtynineseconds5673]

They paid it after the song was released.

[@Nov_Net]

@@sixtynineseconds5673 the damage has already been done

[@sixtynineseconds5673]

@@Nov_Net Yes damage to the guitars was already done.

[@gigachad6844]

@@sixtynineseconds5673 and ur brain too

[@sixtynineseconds5673]

@@gigachad6844 G mad I see

[@carmogoncalvesleal2254]

29/4/2024, soube desta música através de uma história no KZbin. Usar da criatividade para mostrar a todos a arrogância de uma empresa que faz um péssimo serviço aos seus consumidores. Parabéns ao artista e sua banda, bravo👏👏👏

[@Bab_9805]

Absolute banger, im shocked i haven't even heard of this until just now, but im glad i heard it. This song is why you *never* cross a musician

[@franknavasre]

Todays is 10/20/2023 and I learned about this because it was mentioned in the new edition of the book “How to win friend’s & influence people” by Dale Carnegie I’m a guitarist too, very painful to hear how United Employees broke a Taylor Guitar….but the song is a master piece of creativity and sweet revenge. Well done!

[@AR-sn2rg]

I’m listening to it on audiobook right now and it’s the same thing that brought me here! And very much agreed! A really creative and novel way to address the situation.

[@kiradotee]

Was the book good?

[@elisaheid3737]

Same!

[@elisaheid3737]

@@kiradoteeyes

[@samuelb-1406]

2009: United Breaks Guitars 2010's: United Breaks Pets 2017: United Breaks Humans What's left to break?

[@caitlynsult2685]

2020: United breaks Coronavirus

[@kirakelvinart2169]

Hearts

[@AceYYC]

The airplanes...

[@jeffreyflees2484]

*T H E P L A N E*

[@user-oksh]

Over 2020: United is going to break a plane someday So let's not get on that hell airline!!!

[@n.sworld3855]

United: Nah we ain't paying that guy *Loses 10% of their stocks* United:...Well we're screwed

[@manikanta7689]

This is the perfect reply I ever seen.

[@kadematyis6578]

When I was training at Southwest Airlines as a new hire for the ramp they showed us this video. They said that this video ended up costing United airlines a fortune. If they had just replaced his guitar they could’ve avoided so much trouble.

[@Fil0girl]

Southwest has the best service! I fly them whenever possible. They're especially good if you travel with someone who needs a wheelchair in the terminal. One time they were short of pushers, and so a pilot took care of the little old lady traveling on her own.

[@ExtraLivesMusic]

Yes. Our band flies Southwest whenever possible, for many reasons.

[@tanakasensei3450]

I love how Southwest is using this as a training video

[@taxwizz11]

New United slogan..... "We put the Hospital in Hospitality."

[@joezeke6107]

That's great, Ed!!

[@n1te]

lol :D

[@adya3687]

XD

[@StoriesStrings]

hahaha, that's hilarious!

[@haydenhuffman7976]

That was clever, lol.

[@user-xy1mj5hw8k]

Кто тоже пришел сюда после видео wtfact?))

[@Cl5ss9]

ООО я тоже), чел хорош

[@Mykapibara]

+

[@knkushnir]

И отомстил, и деньжат накопил.

[@DontGoToMyChannel0307]

Да, есть такое...

[@gregamericano1605]

Best thing about this is that the song is a banger in itself. No joke.

[@bradenmcintire898]

This song had the best backstory in the history of music. Just iconic

[@user-jk9uk8ib6e]

omg!

[@jeffsexpensivemistakes2829]

have you heard afro mans song about his house being raided by the police?

[@user-of7xj4hq8v]

The Star Spangled Banner has a great story behind it !

[@origamiman7891]

The only man who can singlehandedly bring a company to their knees

[@jalifritz8033]

Not the only one

[@SorobanWorld]

Elon Musk five months later ... hold my beer.

[@baltulielkungsgunarsmiezis9714]

Government officers can also do it.

[@bruscodanny1699]

My father and a Mexican oil company . You have to be a man

[@zigzag8949]

Dylan and Bud has entered the chat

[@EvertonLuizBastiani]

After learned about this story, I made some research about Taylor's guitar prices. Jesus, it's really deserve this video. This song won't die.

[@user-yp9kr5uh5i]

Кто после видео WTFакт 😅😅

[@egor_pro_2011]

Я

[@ICE_KVINIX]

Я

[@DontGoToMyChannel0307]

Да, есть такое...

[@lisasolis7885]

My job used this as an example of the repercussions of bad customer service! Years later your statement is still being heard. Love it.... the power of music!!

[@raymond9479]

my teacher in indonesia use this as teaching us bad costumer service in economic and ngl we lovs it the music suck for us student but make it better in story

[@15sixmedia]

@@raymond9479 Same, I’m in Australia and my Business Studies teacher used this as an example of what poor customer service and word of mouth can do to even a major business. It had pretty much just happened at the time that we were looking at the case.

[@shilohperez808]

@@raymond9479 what are you talking about this music is fire

[@arthurcrespo226]

I just learned of this NOW... In 2022. Great song!

[@SirSpinalColumn]

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.

[@GamesGregory]

they did actually... after they have seen what they've done. they payed for 2 guitars.

[@bostoncat3447]

***** The two custom made guitars were given to him by Bob Taylor of Taylor Guitars. When United belatedly offered him $1,200 for repairs and $1,200 for in convenience, he refused to take it and United donated the money to the charity of Dave's choice.

[@czdaniel1]

They should have bought him a new guitar because taking reasonable care of customer's belongings in their care is their responsibility. That bit about $180,000,000 drop is a nice way to end a story on a feel-good note, but the conclusion you are supposed to draw from basic stock-market volatility is as misleading as any Hollywood fairytale ending.

[@VestedUTuber]

United is actually using this video as an example of why you shouldn't go around breaking people's luggage, and why good customer service is important.

[@SirSpinalColumn]

The funny thing is, about 4 months after posting this I booked return flights from Sydney to LA flying United. Go figure huh?

[@Reilythecrazylunitic]

1:23best phrase ever

[@djmarkwitz]

This is the only country song I've ever voluntarily listened to start to finish. Fantastic work.

[@zepp3lin]

Same here LOL

[@DrPalsgraf]

That's what I was going to post. Well said.

[@annahaliman6287]

DJ Mark Witz I

[@c.e.f4916]

Same bro

[@camillelarson6617]

Same lol

[@annedunne4526]

I know a lot of musicians and it's not just the cost of the guitar but it's YOUR guitar, the one that you're used to, the one that sounds good etc. Watching people throwing your instrument on the ground and them not caring that they broke it is heart breaking. But he got a lovely revenge.

[@TheCayceTaylor]

Exactly. I have a Taylor, I’ve been playing her for 15 years; it’s irreplaceable.

[@promerops]

I'm presently reading the book - not too far into it yet, but already Dave has moved me to tears On a lighter note: who needs Pete Townshend when we have United?

[@livvylisvlog8106]

As a musician, a lot of instruments are hard to get used to if you change them. For the first few months, something always doesn't feel right.

[@Trixum_]

This is one of the most awesome things that I have seen on the internet. What a gem

[@unknown_truckers]

1st time hearing about it.... thank you for solving issues for my future problems ❤ Very good song as well keep it up

[@MissWooHoo11]

my strategic marketing course got me here

[@musicpaella]

what course? im interested to take one :)

[@MissWooHoo11]

silviaponcemarti dont do it! so boring and hard!

[@musicpaella]

haha ok well thanks then for warning me !! :)MissWooHoo11 - BSL for American Pit Bull Terriers!

[@MissWooHoo11]

silviaponcemarti you're welcome!

[@tamanjotsingh6848]

my "employment comm " course got me here :p

[@agbook2007]

Ah, back to the simpler days of 2009 where the only things United broke were guitars... 👎‬ Now it's "United gives you scars"... 😑

[@jeannetterook4579]

When a fictional story like Shirley Jackson's The Lottery comes True. David Doa would a lottery he didn't want so they beat the shit out of him

[@nichthier4472]

best comment ever! XDD

[@holythirteenx1]

agbook2007 I pray to God that Chris Ray Gun has a parody on the way.

[@jdstep97]

You said it exactly, United breaks guitars _and_ gives you scars. Somebody needs to write another song. Come on KZbin folk, somebody has the talent. We want another song.

[@jfryza]

United breaks guitars. United gives passengers scars. United passengers seeing stars. Rather take Northwest and only get SARS.