Why was support outsourced to where they have a script and don't actually help get new customers connected?

If I could have kept GoNetSpeed I would have. Looking back I should have just signed up for Optimum because Xfinity doesn't seem to want the business from the brand new condos in the commercial park where I live now. It's all wired and even Xfinity did half the job connecting the pole to the box, but they need to connect the buildings to the box and don't seem interested. Two weeks now and no internet. They were supposed to do it yesterday and never showed. "Support" assured me they were on their way and would call. No call, no show, no email and my account says I have an appointment a week ago. That was the appointment where the installer couldn't do it because the building isn't connected yet. Assuring me it will all be taken care of when it won't makes me want to file complaints with the FTC, FCC, and BBB. Why offer service at all if you have no intention of connecting it? Right now I am looking up plans with Optimum, so if that was the goal, great job.