It doesn't help them out by saying "The customer service is poor." They know their customer service is poor. Comcast is legendary for having poor service. They are one of the most hated companies in the US and consistently have the lowest customer satisfaction ratings among ISPs. They're not blind and deaf, and they're well aware of where they stand. That they haven't improved means they're either unable to, or (IMO more likely) they've determined that good customer service isn't important to their bottom line.