Respect your time | Simplify your experience | Make things right if we fall short?? Where?

Strange.. The Xfinity "Guarantee" says you respect the customer... Yet, reaching someone in customer service is near impossible.  The automated system will do anything to avoid sending you to a live agent.  It will route you around and around and never give you the option to talk to someone.  Even as the system is telling you that there's a 20 minute wait, it doesn't give you the option to wait.  It just makes you start over and go back to the beginning.  After many times of telling the automated machine that I did not want to use the Self-service, it finally put me in line to wait.  When I finally reached a live person they asked me some authentication information, and when I began to answer, I was cut off by hold music.  When the live agent returned, they put me on mute.  Then after on mute 20 more minutes, I was then returned to the hold music and another 20 minutes of waiting.  Eventually, they just ended the call and hung up on me.

Where is the guarantee?