Tuesday, July 14, 2009

The Many Lessons Of "United Breaks Guitars"

The more I think and read about this, and the more the catchy tune plays in my head, the more I realize how many conclusions that can be drawn from the Dave Carroll video, and his story, aside from the astonishing fact that Country Music exists in Canada.

1. The song is not really about trying to get money out of United, the singer has moved on. In light of his new found fame, his guitar has been replaced by the manufacturer for free, and his career will likely take off.

2. United's failure was not in breaking the guitar, it is in how he was repeatedly mistreated by them.

3. United is as clueless in social media relations as it is with customer relations. Read this article for more.

4. This is not going to blow over as a temporary internet phenomenon. It will remain alive in the upcoming songs 2 and 3 that Dave promised. Dave might become an actual star and be known for years as the "United Breaks Guitars" guy.

5. United is fundamentally screwed up. Dave later explains that the person who ultimately denied his claim is a nice person who was just doing her job. This sounds good for United, but it is actually the most damning thing about them. If she was some nasty, rogue employee, United could fire her and be done with it's troubles. The truth is that United is a nasty, rogue company who's insane, the 'customer is always wrong', policies must be executed by otherwise nice, sane people who are just doing their job. As I wrote, it is a company that is structurally designed end engineered to fail it's customers, stockholders, and it's employees.

Thankfully, it's only redeeming quality is it's exemplary safety record. The seemingly appropriate picture above was from a crash in 1973.

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