Indeed we are at the mercy of the employee.
I had to deal with COMCAST because of loss of service. The tech guy was at my house immediately ( in the area) advised tha my signal was weak from the tripod and to call HO. I did at the very next morning the tech guy was there and explained the weak signal encompass a wide area and showed me his I-pad display of the problem area. that same day another crew was out and by 2:00PM they finished and never interfered with my use of TV Interne, phone
Additionally their customer service office kept us informed with continual with pre-recorded message and a contact number.
I have nver had a real problem with COMCAST
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