Most people in the US are stuck with only one choice of broadband Internet providers, and those who are lucky might have two options[1].

The difference between Comcast and Amazon/Costco is that when Amazon provides sub par customer service you have the option to shop elsewhere. The reason Comcast can be so well known for providing terrible support is because there is no alternative, your only other option is to choose a dial-up provider and sacrifice a consistent Internet connection.

1. https://arstechnica.com/information-technology/2016/08/us-br...