Here is a wonderful example of the customer fighting back (over 6 million views of the original video).
I am a bit of a guitar geek. Good guitars cost several thousand pounds and have tremendous sentimental value. So if they are mishandled you get a little up tight.
United (and many other companies) just don't seem to get how poor customer service can make us wild with anger. And then they respond 'with too little too late'.
(And the song's not bad either.)
see the video below
and of course there's a public statement from Dave Carroll
who got some kind of 'result' because United did make a reply.
and then the next video, Song #2
Customer Is King - the book