Outsourced customer support is terrible

Comcast works pretty well,  once it's stable.     The problem is their outsourced overseas tech support.  It is terrible.

We just switched from double play (TV + 400mb Internet) to triple play (TV + 1GB internet + phone).    The two people we spoke to about upgrading were clearly US based and were very good (the first was excellent).   Unfortunately once the service was switched,  the problems started occurring.

We had constant issues with the provisioning of the new services.   

Each time the outsourced customer support was terrible.   I don't fault the overseas individuals.  It is Comcast's decision to outsource to overseas where English is the non native language.  It's Comcast's decision to select people in these countries whose non-native English is poor.   It is Comcast's decision to make the employees operate from a script that makes them sound like robots.   It's Comcast's decision to poorly train them.

I spent over 2 hours on chat and phone, all with overseas outsourced support trying to get the issues resolved  Multiple times the chat session would mysteriously disconnect or the support person would just stop responding.

For the Internet, eventually after calling (as chat was going nowhere) we got a tech booked.  Several hours after the tech visit was booked I got a call from Comcast (overseas outsourced support) telling us that since they had determined that the Internet was now working,  they were going to close the issue.   The overseas support person had no understanding that our issue was related to connection speed instead believing it was a case of binary working/non-working.  I literally ended up hanging up on him.  Fortunately the tech still showed up and resolved the issue (the boot file had not been updated on the modem which the tech said it should have happened automatically).

Getting the phone working was harder.   Comcast had no idea on the timeline of the porting.  I had to call Centurylink to get the information.   Comcast support actually had us fill out the porting authorization a second time when in fact the issue was not that it had not been authorized but rather they did not understand the porting process/time-line. 

Once the line was provisioned (which took 8 business days, not the 2/3 claimed when we switched)  calls were going into Comcast voice mail and we had no dial tone.   Text chat was totally pointless, none of the support people had any idea.   I was finally transferred on text chat to someone in the "phone provisioning department" who refused to read the prior chat,  expected me to describe the issue over from scratch, told me I would have to wait 4-5 additional business days for them to enable the dial-tone  After I said this was not ok,  the person disappeared to investigate and never returned.

I had to again request a phone call back to my mobile phone and eventually was transferred to another overseas outsourced person.  Despite authenticating with the first level,  this second level person somehow had an incorrect account number which pointed to someone in a different state and who had no phone service.   This led to a lot of confusion.  Once this was resolved and after 45 minutes on the phone he was able to get the line provisioned so we had dial tone.

Comcast seems very impressed with it's new Xfinity assistant but to me the information it provides is of low quality.