I phoned about the possibility of a refresher lesson before my test, as my usual instructor has become unavailable at the last minute for reasons beyond anyone's control. Lady on the phone seemed determined not to help and made me feel as if it was rude to even ask to pay her company for the service they provide. There's nothing wrong with being unavailable, but good manners should be a necessity for any business. I was hung up on before I even had the chance to say thanks for the time of day...