Usually it's the giant corporations, oligopolies and monopolistic companies of the world that always gain the upper hand. They set rules and regulations that are Draconian, Lillipudlian or British Farce in intent. All the while they seduce you with mission statements that always state the importance of customer care. When push comes to shove, however, it is always their profits and bottom line that interests them most - try getting after-care service or monies owed from them once you have anted up the cost of whatever 'service' they are supposed to provide.
Not this time though! Talk about David slaying Goliath! Here's a story about a musician who trusted his prize Taylor guitar to United Airways cargo hold. He and other passengers witnessed baggage handlers mishandling his precious possession by throwing it around and in the process, broke it in half. I think we have all been on this receiving end - conjure up the view of all those anxious passengers hovering anxiously around the baggage carousel in the endless wait for your luggage, hoping that there will be no missing handles, split seams, ripped fabric when you can finally drag it off the belt. We have all seen those bags disgorging a trail of dirty laundry, errant shoes, alarming toiletries, and shoddy souvenirs, and can spot the owner by their red faces, while they scurry in between the legs of fellow travellers, arms stuffed with an assortment of possessions.Despite long months of trying to resolve the issue, United adamantly and steadfastly refused to re-imburse him. (Been there, done that). And then he used ingenuity and creativity. His answer was to write a song which immediately took off on You Tube. United scrambled to control the damage, by offering him money to pay for the repair, but too late - the video had gone viral.
It really is worth watching - click on:
http://www.youtube.com/watch?v=5YGc4zOqozo
Lessons to be learned although I don't think I will ever be as clever in my own responses to perceived slights and silliness by those big corporations.
He has even earned a spot in Wikipedia...and best of all he and the band Sons of Maxwell are reaping the rewards of fame.
http://en.wikipedia.org/wiki/United_Breaks_Guitars
