Dave Carroll from the Sons of Maxwell had his Taylor guitar mishandled by United Airlines about a year ago. They didn’t want to fess up, so he got even by writing a song as well as a creating a video. In a matter of a week or so, the video has had over 3 million views and counting.

Don’t underestimate the power of Social Media. It can be a powerful tool, but it can also work against you of you are on the receiving end. The lesson here is to deal with Customer Service issues promptly, but also ensure that you are constantly monitoring what’s being said online about your company and your brand .

Here’s the Video.United Breaks Guitars I can’t seem to get the tune out of my head.

Here is also his official statement from an undisclosed warehouse in Nova Scotia

Update: Dave Carroll has added 2 follow up since United Breaks Guitars debuted in 2009: 

United Breaks Guitars 2

United Breaks Guitars 3

The United Airlines Saga Continues…