Not too long ago, we cherished and took pleasure in Excellence in Customer Service that we, and you, experienced. It was joyous to hear stories of exceptional customer service.
Sadly, last week, we experienced the opposite. We experienced a ghastly customer service at the Walgreens pharmacy. Yes, we wrote a note of feedback Walgreens describing this abominable experience. Yes, we read on Yelp that others have experienced appalling experience from the pharmacy, reflected by their 1 star rating and comments oozing anger and annoyance.
But I’m still seething at the lingering effects of the despicable customer service we experienced, and so I was reminded of a somewhat less disgraceful experience suffered by Dave Carroll. I have not heard of Dave Carroll before, but his “United Breaks Guitars” remains etched in my mind more than a decade later.
What’s the story behind it? Over 10 years ago, Dave Carroll, a then not-so-well-known Canadian singer flew on United Airlines on a domestic flight where he checked-in his Taylor guitar. As you may have guessed by now, his guitar was broken. Then followed a long, sad, and fruitless saga of Dave Carroll trying to get compensation for his guitar. He eventually expressed his frustration with United by writing a catchy song titled, surprisingly, “United Breaks Guitars”, and filmed a video for it with his friends from the volunteer fire-fighting department. It is WELL worth watching and listening to. More than a decade later, when someone mentions United, in my mind I still hear “Because United breaks guitars” 😀
Have you experienced truly bad customer service? What did you do as a result of it?