Gripevine in the Media

GripeVine Steps Into the Future of Social Customer Service With New Launch
August 28, 2017

Richard Hue, CEO of GripeVine, Inc. (OTCQB: GRPV) announces the launch of GripeVine.com's new platform to meet the demands of the ongoing changes in the landscape of "social customer service.

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How to complain effectively when travel goes wrong
February 10, 2014

Dave Carroll, Co-Founder of Gripevine.com and the author of United Breaks Guitars: The Power of One Voice in the Age of Social Media, shares some useful tips on how to complain effectively.

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Radio Highlight: Broken Guitar Dave Carroll
January 15, 2014

Gripevine is a play on the work gripe, because consumers gripe and want to do something about it. I had all of this attention because of United Breaks Guitars and what consumers can do in this age. A friend of mine, and now my business partner Richard Hue, told me that he was developing the framework for a website called Gripevine to empower consumers to be heard more effectively. We joined forces and built a team from there, and we now have this great platform called Gripevine.com. Consumers can share their gripes with other people, you can come on there, take as much time as you want, to say what happened and we take your gripe and send it to the company in question, past the front line of customer service agents to decision-makers. Then we can give the company a chance to respond, to make an incentive to participate.”

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How to complain effectively when travel goes wrong
December 16, 2013

Kara Morgan left her hotel in Blue Bell, Penn., with plenty of time to catch her flight back to Toronto. Ms. Morgan, who owns PlanIt! Business Outsourcing Solutions, had been attending a three-day conference and was eager to get home for her son’s birthday. Through her hotel, she called a shuttle service at 2:30 p.m., four hours in advance of her 7 p.m. flight. The shuttle (which cost $40) showed up 1.5 hours later for the one-hour drive, but Morgan judged she still had plenty of time.

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How to Successfully Lodge a Complaint with an Airliner
June 18, 2013

Consumers report airline companies’ customer service has improved in the last year—but they still have a lot of room for improvement.

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Online services offer consumer dispute resolution
May 29, 2013

LOS ANGELES (KABC) -- When you have a consumer problem with a company, what do you do to resolve it? What if solving the dispute was as easy as just typing it up online and having a company step in to fight your battle?

There is a new and growing Internet industry specializing in just that: electronic "non-traditional" dispute resolution. Some sites are free, while others ask you to pay a fee.

From complaints about wireless service, used car lots, pet care companies, and in Neal Alderson's case, sunglasses. New online resolution sites claim to "take the pain out of complain."

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How to make a complaint to customer service and get results!
April 30, 2013

Not getting your complaint heard? Read these tips from the man who made a complaint and got millions to listen. Dave Carroll watched as airline staff recklessly tossed his guitar around the tarmac. His precious instrument was broken. Snubbed by customer service, he created “United Breaks Guitars,” a video seen by over 12 million viewers. He now helps people complain effectively.

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Websites promise results for consumer complaints
April 23, 2013

We've seen a growing number of people taking to social media to air their troubles. They're posting complaints on Facebook or posting videos on you tube.

Now, internet sites are capitalizing on the trend and offering digital dispute resolution.

Alderson says when his expensive sunglasses broke in half he requested a replacement pair from the maker.

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3 On Your Side: Solve My Problem Now!
April 23, 2013

PHILADELPHIA (CBS) – What if solving a dispute with a business was as easy as just typing it up online?

As 3 On Your Side consumer reporter Jim Donovan finds, more and more consumers are heading to the internet to resolve their r bc/omp>laints.

When Neal Alderson’s expensive sunglasses broke in half he requested a replacement pair from the maker, but all he got was a run-around.

So, he posted this gripe on Gripevine.com

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3 On Your Side: Solve My Problem Now!
April 11, 2013

NEW YORK (CBSNewYork) — Trying to get a refund or a replacement for a product that has already been paid for is something that everybody has experienced, but some companies are notorious for giving customers the runaround and making satisfaction hard to come by.

Neal Alderson recently told CBS 2′s Dana Tyler that he was struggling to get his pricey sunglasses fixed, until he posted a complaint on a site called Gripevine.

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Using Social Media To Get Your Way
February 25, 2013

Forget dialing an 800-number to complain, and don’t even think about writing an old-fashioned letter. If you want a business to take notice of your bad experience, and actually do something to make it right, use social media.

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Gripevine: The future of customer relations
February 19, 2013

I recently featured a background piece on Dave Carroll, creator of the 2009 viral video titled ‘United Breaks Guitars‘. The saga of his guitar-crushing trip and ensuing (successful) struggle to get satisfaction from United Airlines, have become a case study, par excellence, of consumer power in the age of social media. Here is Part 2 of the interview with a focus on Gripevine.com, the start-up platform that grew out of Dave’s one man crusade.

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From Dennys To Charmin, Brands Try To Crack The Social Conversation
January 15, 2013

If there is a human agent of that fear, it is Dave Carroll, a 44-year-old folk-pop musician from Halifax, Nova Scotia. Since 2009, Carroll--the victimized United Airlines customer behind "United Breaks Guitars"--has become an accidental self-help guru for brands in need of social media therapy. He travels around the world giving keynotes to Fortune 500 companies with the sobering, if not inspirational, message that at minimum, every brand needs to listen and respond to its customers on social media (and not in auto-reply mode). Last spring, he released his first book, which takes its title from his song.

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Startup News: Two Regular New Yorkers Disrupt Christmas and Alexis Ohanian Just Wants to Park His Car
December 20, 2012

The Customer Is Always Right Gripevine, a site where you can complain about customer service and review companies, just launched an updated version of their site. It now includes ratings and reviews. The same team also launched Resolution 1, a tool for businesses that lets them manage feedback from multiple sources at once.

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What Women Entrepreneurs Can Teach Us About Customer Service
December 19, 2012

When you think of “women” and “customer service,” is the first image that comes to mind a smiling, headset-wearing woman in a low-level customer service job meekly taking guff from a grumpy caller? Think again.

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Online dispute resolution takes off
December 17, 2012

If you pit the wisdom of the masses against Judge Judy, who would win? If Lance Soskin has anything to say about it, online dispute resolution may one day displace traditional arbitration and mediation to help people avoid the hassle and cost of going to court.

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Famous United Airlines Gripe Sparks Startup Idea
December 14, 2012

Musician Dave Carroll made headlines in 2009 when he posted a video to YouTube complaining about how his guitar was broken during a United Airlines flight and the airline company’s poor response.

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The “United Breaks Guitar” guy launches Resolution1, a platform for brands to handle customer feedback
December 4, 2012

A couple of years ago, a musician encountered some trouble while flying on United Airlines and his property got damaged. When attempting to get the proper customer support wasn’t possible, he took to social media and created a YouTube sensation called “United Breaks Guitars“. The jaunty tune caught on like wildfire and it was shared practically everywhere. The airline clearly heard what was going on.

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Gripevine takes on Radian6 with Resolution1, a dashboard for ‘hearing’ & resolving customer issues
December 4, 2012

Customer complaint startup Gripevine has launched a new product called Resolution1 that takes on the similarly named Radian6 in the space of listening to customers on social media channels and helping them with issues.

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Have a Customer Service Complaint? Plant it on the Gripevine
October 10, 2012

Ever wonder what happened to musician Dave Carroll after he posted a video on YouTube entitled “United Breaks Guitars” on July 6, 2009?

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Poor service? Customers will hear it through the Gripevine
October 9, 2012

When Halifax musician Dave Carroll wrote a song in 2009 to express his supreme dissatisfaction with guitar-throwing baggage handlers at United Airlines, he had no idea the video would go viral, reaching close to 13 million views on youtube.

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Saving Customer Service With Social Media - And A Song
MAY 30, 2012

Dave Carroll's foray into the customer service business began with some broken guitars and the song he wrote about it.

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Customer Service Victim Turned Entrepreneur
April 24, 2012

Remember the guy who created the "United breaks guitars" YouTube video? Now he's turned his experience into a start-up.

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Gripevine wants results for the disgruntled (just be nice about it)
April 10, 2012

Gripevine features Dave Carroll, the Halifax musician who has become an international consumer advocate since he wrote a song about United Airlines breaking his guitar.

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Gripevine To Civilize Angry Twitter Mobs With Its Customer Complaint Platform
April 6, 2012

We've seen what social media can do to a company's reputation. One little slip-up, like a PayPal Ruins Christmas rant, or a Chapstick social media death spiral, can damage years of precious brand building. More importantly, it can kill a company's stock price.

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Gripevine, a new way to kvetch about customer service
March 5, 2012

Attention all those who like to gripe about lousy customer service and companies (I'm looking at you AT&T and airlines everywhere) that tend to provide it: there's a new place for people to get their complaints heard, and it means business.

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Broken guitar leads to startup consumer gripe site
February 13, 2012

What would have happened if United Airlines baggage handlers in Chicago had not broken Dave Carroll’s $3,500 Taylor 710 guitar in 2009?

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'United Breaks Guitars' Sparks New Customer Complaint Model (video interview)
February 07, 2012

Musician Dave Carroll always has had a passion for customer service. So it’s not surprising that in the wake of his highly popular “United Breaks Guitars” video on YouTube, he’s become a one-man band in support of companies treating their customers fairly.

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