UPDATED: 'United Breaks Guitars' Singer Gets Cash Offer From Airline (VIDEO)

UPDATED, Jul. 10, 3:00 p.m:

After his song made its way across the Internet, Carroll received a call from United offering to pay for his beloved guitar. As you'll see below, Carroll politely declined:

Check back for Vol. 2 of Carroll's United trilogy.

*****

Hell hath no fury like a customer scorned. The LA Times reports that one United Airlines passenger was so dismayed over a guitar broken by United staffers that he has writ his anger across the web.

While Dave Carroll was flying from Nova Scotia to Nebraska he had his Taylor guitar ruined. After a protracted attempt to get United to pay for the damage, Carroll struck back. Here's Carroll's saga in his own words (from his personal website):

"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."

Here's the first of Carroll's songs:

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Comments

[karela]

What a great sound they have! I hope to hear a lot more from them. And good for him that he didn't let United shut him up for money. The point should be that they stop behaving the way they do and that's more likely to happen if he keeps singing.

[AlsoSarah]

hahaha loving it!

[ginxy]

I never fly on United when traveling for shows.

They treat musical instruments like garbage.

[Rubyfoo]

I hope this is a lesson to the guilty baggage handlers who threw his guitar and missed. You've endangered the jobs of all United employees, including you. Don't excrete where you eat.

[pjgm]

The latest video statement is proof that Dave Carroll is one classy guy.

[hclay1824]

or just declined the United settlement so he could continue making videos and stay in the limelight....

Accepting would have meant an end to it.

[ZenBastard]

"Accepting would have meant an end to it."

Exactly. That's what United wants, is to make it go away. United had their chance to make it right but they thought that they could do what they've always done. Give the passenger the run-around long enough & they'll just give up & go away. This time however it didn't work out like they planned. They "misunderestimated" the power of people who've embraced the digital age.

Why should he make it easy for United? They've been treating people with these kind of complaints like $hit for years because they've been able to get away with it. If I were in Dave's shoes I'd do the same thing, decline the settlement & keep turning the screws. Like I said, United had 9 months to make it right but they passed the buck & then ultimately told Dave Carroll to bugger off, that they weren't going to do a thing, even though they never denied they broke his guitar. NOW they want to do the right thing?!?

FU United.

[Furby]

Naw, just a classy guy, it's the Canadian way eh.

[davidray]

accepting their settlement would have been far worse. you can bet he'd have had to sign a non-disclosure agreement and probably hand over rights to the song. Nada. He deserves the 2 million dollars of free publicity he's gotten so far. you better believe he can eat out on this tune for the next ten years, especially if he writes two more good ones.

[stagebandman]

I quit flying United many years ago, but when someone else is buying the ticket you don't have a choice. Everytime I fly them now, I'm reminded of why I choose other airlines. Plus my 6'4" frame is much more comfortable in most other airlines.

Last summer, I got on with my trombone (in a soft case, so there's no way I'd check it), and usually ask if I can hang it in the suit closet. They didn't have one on this flight, and I had to put in overhead. I waited until everyone else was in, and placed the instrument of my income in the overhead. Just before takeoff, someone came on and could not find room above their seat, so the attendant found room where my horn was, and SHOVED the bag in, and then FORCED the cover shut. Dented up my bell. It was not unplayable, but it did cost $100 to fix. Did United offer any assistance? HAH!

[botwarble]

never, never fly united....­never....d­estroyed our family vacation years ago and those affected have watched and listened as forewarned friends and family have undergone similar punishment­.....bumpe­d flights to fill planes; damaged, lost and never returned property; a business model built on stalling, misdirection and disinformation. A corporation that should no longer exist, and one that does not to us and anyone else we can convince. Southwest Rules!

[chazmanr]

Got to love an airline that charges you to check luggage, damages it and tells you to get be nt. While I would hate to see the job loss for Chicagoans, I hope this really hurts United in a VERY BIG WAY.

To all other companies out there, please take this lesson to heart before you decide offshore your customer 'service' or 'support' to a country where English is a second language at best. Cruddy customer service will eventually ruin you.

Comcast has moved there customer service to Mexico. I had to spend 45 minutes on the phone to get a simple answer about my bill. Direct TV is being installed next month.

[Stew Warren]

This is how United is trying to spin this with its employees. Management is sooooo clueless. The following was from this morning's (7/10/2009) company news email

"Online Video Strikes a Chord With Us

In the Internet era, our customers continue to find creative ways of reaching us with their feedback. This week was no different, as a wave of media outlets and online publications linked to a disserviced guest's online video and picked up the story -- and we're still feeling the reverb.

Canadian musician Dave Carroll filed a claim with us when he discovered damage to his guitar after he flew from Halifax through Chicago to his gig in Nebraska. When he attempted to file a claim with us after nearly a month had elapsed, our employees merely followed existing company policy on settling claims.

"Many of our guidelines are in place to protect against improper claims. Based on the lengths to which this guest went, we understand he sincerely believes we were at fault," says Barbara Higgins, VP-Worldwide Contact Centers. "We have been in contact with the guest to apologize and continue to have conversations about making things right. This video provides us with a unique learning opportunity to consider ways to be more empathetic to our guests.""

[CloseToTheEdge]

That sounds SO corporate! Wow, what a bunch of heels.

[Chernynkaya]

Thanks for this- just effing priceless.

[peanut2005]

This is what United will say now..."Well look he wrote a good song from his so called bad experience." United will probably want some money from the song now!

[KCFreedom]

Lol. Well, they DO want to charge fees on EVERYTHING now. Why not?

[msjimmied]

Wonderful! It's the kind of protest that makes a difference. They will think twice before they treat people and their belongings with the disdain they have been exhibiting for quite a while. Buy the man a guitar already, or maybe, on second thought, don't. I like this!

[lizr]

I dont fly United anymore, though I have tons of FF miles. I prefer American, or almost anything else. they treat people like cattle. I was so happy with my American experience flying my dogs across the country. It was so much cheaper than UA and I know they were kind to my kids :)

[confuseddemocrat]

the song is quite good...

[Hilodave]

It's nice to see the worldwide response to this video on You tube. With over 1,000,000 hits and media coverage not only in Canada and the U.S. but from Europe and Australia as well...has to be United's worst nightmare with catchy lyrics and music. Good going Dave can't wait for United part two.

[AZterritory]

Almost 720,000 hits on Youtube. Go give it a 5 star rating!

[JUSTANORMALGUY]

WELL IF IT WAS PETE TOWNSAND FROM 'THE WHO' HE WOUDL HAVE SAID 'WHAM BAM THANK YOU MAAM I USUALY BRAKE THE GUITAR'S MYSELF BUT YOU HELPED ME WITH MY WORK HERE IS A REFUND' LOL

[Jeff1958]

"Wham, bam, thank you, maam" is from David Bowie's Suffragette City.

[Telemachus]

Don't lean on me, man, 'cause you can't afford the ticket.

:)

[CloseToTheEdge]

We won't be fooled again.