I’ve written in the past about how customers are increasingly taking the job of resolving customer service into their own hands. In “Consumer Vigilantes”, I chronicled Mona “The Hammer” Shaw, made famous for taking a hammer to her local Comcast office; Michael Whitford, who uploaded a video of himself giving his Mac the axe when Apple wouldn’t fix it; and Justin Callaway, who created a video and web site against Cingular after his phone was busted.
Still, this has to be one of the most professionally produced acts of consumer vigilantism I’ve seen. Musician Dave Carroll, fed up by United Airlines’ response to his broken guitar, produced a four minute video about his experience. I’m not sure how much this will damage United’s reputation for baggage handling—most airlines don’t have much of an image in this department—but it certainly can’t help it, either.
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