Recently I was cancelling my comcast for wave. I was charged an early cancellation fee of multiple months service (The cancellation was due to moving out of my apt at end of lease to a house for which comcast did not offer service). The early fee was not on my original contract; and was apparently added without my consent in the interim, and the lower level managers intended to enforce despite their inability to even provide me service.
I refused this and continued to escalate until I got a surprisingly high tier manager who talked like a techie and seemed to understand a thing or two and had a degree of self awareness (when told "Thanks for your help, I'm sorry you work for such a shit company since your good effort could be better used in better actors" he responded with "yeah I know; at least it pays the bills"). He made ALL my problems disappear and listened to my complaints of a decade with Comcast, and why I'd never go back, seeming legitimately remorseful and sad that the company has been generally anti-consumer, promising that they were pushing to improve things and acknowledging the pain I felt to the degree of comping multiple months+fees.
So my question. Is that an act? Or is this another poor middle manager trying to do his best? Are they really so tuned out as to how much ill will they're generating such that I had "not comcast" as a prerequisite to the massive act of _buying a house_? And to the other half of that question; how can we make them feel the pain more as consumers? (legal action of course but in addition.) As a tech influencer I do all I can to try and tell people about the great local ISP alternatives in my area if they aren't aware, but it seems like comcast lives in its own little bubble where the realities of good consumer practices just don't apply. (or maybe I'm being pessimistic and the hammer will drop in a few decades, I don't have many good prior historical examples with similar enough context to extrapolate, if anyone else does I'd be curious)