Comment by organsnyder

> I think you’d get this problem, monopoly or not, whenever cost saving measures are in place (and they always are, for good reason) at the customer-interface level.

I'm guessing that these scripts that we're all complaining about solve 95% of problems customers call in about. Sure makes things painful for the 5% of cases, though.

I've been a (grudging) Comcast customer for ~17 years, and I have been impressed by how their monitoring has improved over that time. It's been quite a number of years since I've had to convince them that I had an actual problem that their systems didn't automatically detect.