You see this sort of thing time and again with Corporations. It seems that many of the people in such positions, want to get away doing the absolute minimum to help any customer, when it should be the exact opposite in making your customers happy. You see this in every industry and corporation to some degree. The difference is the quality of the people they hire vs. the money they are willing to spend for quality help.
No corporations or businesses are happy simply "doing good" and riding a margin. Instead they have to measure everything by growth factors and record profits, or these corporate big wigs aren't happy simply running a company that turns a regular profit. Thinking like this is pretty much will ultimately doom the capitalist system, as there has to be a breaking point for consumers in the end. This simply isn't sustainable in the long term, and something will eventually have to give. But until the apathy factor of consumers dwindles, I suspect little change will happen.
Personally, I'd give my last call to Comcast's Business Class support an F rating. All they had to do was get a shitty SMC gateway off my account, and a Motorola 6120 provisioned. Something that should have been taken care of with a phone call. But the local guy that was the result of the call, was FAR more helpful than that CSR. And even went as far as to call them lazy.
I really feel for those in Comcast, like the engineers and admins (a few of which help us on this site) who work their hardest to help their customers, yet have to deal with the crap reputation their company has earned because of the shitty customer service. These admins and engineers deserve better at the lower support level, as do the paying customers. Jason and company (CC Direct administrators), THANK YOU FOR YOUR HARD WORK!