Why so difficult?

Comcast answered the complaint I made here with a request for my contact info. I immediately sent it. Comcast then took a few days to respond. (I sent three more inquiries in the meantime). Comcast should advise how long their response may take in their 1st reply that asks for a contact number. Secondly, a comcast rep in my hometown called me to solve my problem at the direction of the comcast people who monitor this site. Too bad (and puzzling) that customers are unable to talk to comcast supervisors with authority to fix problems without having to go through all this malarkey. I did get the name and unlisted number of the agent who called me for future reference. The only published number Comcast has is to a level of "customer service" reps who are prohibiited by company policy of giving out the numbers or addresses of the managers who have adequate authority to make decisions and have them carried out.