What is Xfinity's strategy for customer service?

I spent an hour and forty-five minutes on the phone with two different Comcast/Xfinity customer representatives yesterday evening. By the end, I was ready to throw myself out the window. The company seems determined to make it as difficult as possible for customers to talk to a service rep by phone, and if you do call them, they keep trying to get you to hang up and use the online chat. If you don't do this after a few minutes of wandering around the phone tree menu choices, they actually hang up on you, which they did to me.

So I dutifully logged in to my Xfinity account and started up chat. It seems that most companies that offer chat require the service reps to handle three or four chats simultaneously, because the time lag between something you type and the response can be a minute or more--it makes trying to accomplish something on chat painful. To add insult to injury, Xfinity actually reminded me not to switch to some other browser window while waiting for a response.

The Xfinity database did not have my correct address, or the chat reps do not have access to the same customer database that generates bills, because I had a bill with my correct address in my hand, yet the customer rep had an old address (we moved about a month ago). It is almost beyond belief that Xfinity customer reps don't have current customer data.

I finally did get a small discount on our home Internet fee, but it was hands down the worst service call I have ever had to endure.