En route to Nebraska, musician Dave Carroll witnessed baggage caddies at United Airlines manhandle his $3500 guitar, resulting in some serious damage.
He pursued the usual channels of complaint, but United didn't cough up any compensation -- so Carrol decided to disseminate a YouTube music video of his experience. It's circulating internets as we speak. (Via et via.)
Fun fact from Ben Kunz of ThoughtGadgets: "The 'United Breaks Guitars' video has spawned 950 additional complaints/comments in 1 day since posting. Yikes."
Reason #4302984302843908 why brands need to closely monitor social media channels -- and, on top of that, pay attention to the customer service experiences clients get on the ground floor. Otherwise, you get a big taste of what social media "gurus" call "the cost of not participating."