Does recording a customer service call work?

Angry travelers are trying — but sometimes, their efforts backfire

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. 

Robert Grunfeld, who had a ticket on a United Airlines flight from Newark to Tel Aviv last month, says a representative offered to rebook him on a flight to Israel if the airline canceled his flight. United then canceled his flig…