A person with cerebral palsy was trying to take out a subscription to a sports channel.
The caller said that the person who took his call kept saying ‘What?’ and ‘Sorry?’ although they could understand him, then started to laugh at him and hung up.
After the sports station was contacted, managers listened to the recorded call and took disciplinary action against the call handler.
As well as giving an apology, the station offered the caller free subscription to the channel for a year.
From the Manchester Evening News 6/10/08: ‘Fan gets apology from Setanta’ (external link))
It also illustrates the value of putting in a complaint.