In todays world, in many industries, the conversation between the company and the customer is critical. Being incompetent, hypocritical and downright rude is not a good way to build a strong relationship.
I suspect a company like Virgin Media, the source of Suw's complaint (see above link), will probably come up with the usual statements - it's just one customer, it was unfortunate, it was an issue with the service company and all our other customers are happy. You can see from her post there is already some buck passing.
These statements are just like the attempts to redefine copying as theft. Of course copying isn't theft, it's just a license infringement. You repeat the phrase enough times and people start to accept it though deep down you know something isn't quite right.
Well copying is not theft, it's a license infringement. Suw is not just a customer, she is a Virgin Media customer and if this is the way they treat her then there is no reason to suspect that they won't mistreat others too.
A quick search on Facebook for "Virgin" shows that four of the first five groups were negative and "Virgin tech support sucks" was the mildest. Are they having problems?