Nielsen Wire has a good article about Dave Carroll's United Breaks Guitars video (which has well over 3 million plays, btw) talks about how YouTube has been used by customers and companies alike to respond (or not) to problems and controversies. (Thanks to my good bud and bandmate Doug Craig for letting me know about the Nielsen article.) I recently posted about Dave Carroll's experience and his viral YouTube video.
And that $3,000's Dave Carroll spent a year trying to get United Airlines to cough up for breaking his Taylor guitar? Well, per Dave's request they've donated $3,000 to a charity instead (Thelonious Monk Institute of Jazz.) Dave's choice to refuse the money after giving United Airlines a year to make amends has been a wise one. I'm sure Dave will benefit tons more by all the publicity than any $3,000 check from United.
Interestingly, Bob Taylor of Taylor Guitars also posted a YouTube video about Dave Carroll's experience, highlighting information about repairs to damaged guitars, and how Taylor Guitars can help customers with repair needs. Bob also points out that the TSA allows you to take your guitar and case onto the airplane with you (as long as it's packed in a case), even though many airline employees may not know this and try to stop you. Also, Taylor Guitars has opened up their repair center to other non-Taylor makes and models.
Fortunately, I haven't had to use Taylor's repair services but you might check them out if you need some. I am a Taylor owner, btw. I picked up a Taylor 514CE cedar top acoustic just right before Taylor guitars became really hot and the prices jumped up. It's a great guitar though I only play acoustic occasionally.
Here's the Bob Taylor YouTube video I was talking about.