Just read an article about a dissatisfied United Airlines customer. After his guitar was broken while flying with United Airlines, Carroll was repeatedly pushed away and told the airline takes no responsibility in damaged personal items. The long and short of the story is United Airlines messed with the wrong person. Dave Carroll, and his band, Sons of Maxwell, made a video and posted it on Youtube to express his frustration, get some much needed attention from United, or just for fun. If his goal was to get some attention from United, he did. Youtube has apparently contacted Carroll with promises of rectifying the situation.

Here's the video (if you're in China, sorry, this is on Youtube)

The article I referenced above asks a question at the end of the article, "By ignoring Carroll’s e-mails and phone calls but responding to his YouTube video, is United encouraging customers to use social media outlets to complain publicly?"

In response to that question, I believe the answer is a resounding "No!" I think that United wanted the exact opposite. By ignoring his phone calls and emails, there is very little damage done, monetarily, to the United corporation, after all, he's just one customer (and possibly his friends and family). However, when this video hit and got 500k views in it's first 3 days online, United had no option but to respond ... after all, 500,000 is a huge cut in anyone's potential customer base.