Friday, November 22, 2013

How Artists Respond to Customer Complaints

This is a speech by Dave Carroll of Sons of Maxwell, the writer and artist behind "United Breaks Guitars." No one ever wants to feel like they are unimportant.

Do you think United Airlines learned from the incident with Sons of Maxwell? No, they didn't. Last month, SFF author Jay Lake had to cancel his trip to London due to a family emergency, and United is refusing to work with him in regards to his tickets. As most of you probably remember from my previous posts, Jay has terminal cancer.

The problem is that Jay doesn't have the nine months to fuck around with United like Dave did.


  1. And this certainly isn't the first time a big corporate screw-up with customer service has gone viral. You'd think these folks would've figured this whole social media thing out a long time ago.

    You know, I'll bet that now, instead of the "one unhappy customer tells 14 people" average, they've got some kind of calculation showing how likely it is that any given screw-up will result in a viral gripe going around the net. They probably have some other level of acceptable fucked-uppedness based on the likelihood of a fuck-up exploding in their faces, and how much actual damage to their brand will be caused by it.


    1. I'd believe the calculation theory except Southwest keeps kicking writer/actor/director Kevin Smith off flights when they have to know by now, it's going viral. But yet, they still keep doing it.

  2. Well, yeah. Okay, I've got nothing -- they must just be stupid.

    I mean, even TSA learned not to hassle Penn Jilette. [smirk]