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A bad flight experience was the starting point for a new website aimed at helping consumers solve complaints.

A video that started it all. Dave Carroll was a touring musician in 2009 when a broken guitar and lackluster customer service led to him making this video -- which went beyond viral.

When he saw the response he was getting -- Carroll realized this could be more than a way just to get his own problem solved -- but to help others in similar "customer service emergencies." The result? Gripevine... A new site where consumers with complaints can get a direct line to get the help they need.

The site already has more than 7-thousand consumer members -- and more than 100 hundred of the fortune five hundred companies have signed up and are ready to listen. Caroll says they know the benefits catching a complaint early. And Carroll says that as social media becomes more and more a part of daily life -- sites like Gripevine will become more and more necessary.

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