Comcast always gets singled out for their terrible customer support, but in my experience, it is no different than other companies of the same size / in the same space. And no, I wouldn't consider their service as bad, it's just what I would expect from a company of that size. And yes, I think as a company's CS is scaled to such a level, you will inevitably see a decrease in support quality. Compare their support to other tech giants of the same size and you will see the same issues.