If you are not a "new" customer Comcast could care less

Why is it that as soon as the Comcast rep finds out that you are not a "new" customer you are treated as if you are bothering them?

I have been in contact with Comcast support both online via chat and via the painful process of actually calling them.

Both times with very simple topics ( i thought ).

Direct TV has AGAIN sent me a I want you back ( i had Direct TV and Comcast for a few years) - the first one 9 months free, including HBO and Showtime - the second 6 months free and 2 Free HD DVRs. I have 2 cable boxes and a cable card. I have continually had problems with one of the boxes and the cable card is absolutley horrific. I don't have a DVR and would like one, so the offer was interesting.

i asked the rep if in light of Direct TV's offer, I could swap my horrific cable card for an HD-DVR Cable box, and swap out the one that i'm having problems with. The response from the online team ( as soon as they found out I was already a customer ) was "We are very limited online - but calling the 800 number will connect you with the local people in your area that are dedicated to making sure that our existing customers are happy.... uhhh not so much.

So i call the number walk through the situation (again). To be interupted by the rep with a very irritated tone saying "I don't know why your using that kind of cable card" - i said that's what was installed when comcast came out to install it ... he says "well it's old technology, there's a newer one. But i don't know if it's compatible with your TV" - how exactly does that help me?? So i proceed to continue with what i was saying ... when he interupts me again and says "I've never heard of a Direct TV offer like that" - I said well I have the card in front of me and can scan it and email it to you if you'd like. He kinda laughs (sorta) no need it doesn't matter, there is really nothing I can do for you. I said you can also go on their site and see the 6 months free with 1 free DVR. "he said you can add a DVR to your account it will be $17/month ( i think ). There is nothing i can do with DVR's".

I said oh Ok, so Comcast is not iterested in doing anything here to make sure a customer is happy? He said you can go to your local depot and swap the box out but there's really nothing i can do.

Bottom line: if you can't do anything fine, but treat people with respect ... this was the FIFTH time dealing with them on this (as i'm writing this my HD channels are freezing as usual). Their is no reason why he couldn't have at least shown an intrest in the problem being fixed. With everyone I know switching to FIOS (i'm sure they have issues as well) drop the attitude and act like you remotely care about the people that have been with you for years rather then jamming all these great "deals" to new customers and treating you r existing customers like crap.

It's really not that hard to pretend that you give a crap