This story broke in the L.A. Times a couple of days ago and has been burning up the interwebs ever since.  Dave Carroll of the Canadian country music band Sons of Maxwell sings about a problem he has with United Airlines.  It’s easy to see how productive this game is for Carroll and the Sons of Maxwell, and how damaging it is to United Airlines, a brand that already has a pretty shabby reputation for dealing with passengers.  It is after all, the best customer complaint of the Networked Era.

There are three elements of gamechanging at work in Carroll’s United Breaks Guitars song (with two other ‘complaint songs’ to follow, according to Carroll): (more…)