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One thing to keep in mind when dealing with large service corporations is that you'll find people with only great things to say and others with only horrible things to say.
We did some lab usability testing at work a few weeks ago and several people said they used our company because customer service is so great while the others were horrible and impersonal. Other said the same thing but with the companies involved reversed (we were horrible).
Every interaction I've had with Comcast in the last two years (has been pretty darn good; only complaint is long hold times but once on with someone it has been great) while I know several people who absolutely refuse to deal with them because their experience was so poor.
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