Comcast Cable very poor customer service San Jose California

I live in San Francisco and I too have had problems with Comcast's "customer service." I had an issue with my DVR box and problems getting a replacement. I was told by customer service at 1-800-COMCAST that I would be charged $50 for instalation of a new box since the old one was malfunctioning. Up untill this time I had had nothing but wonderful experiences with Comcast employess, both in person and on the phone. When I politely told the customer service rep that I had never been charged for box replacement before, especially since the company's equipment was malfuntioning through no fault of my own, he transfered me to another person who was supposed to have the authority to waive fees. I was transferred and explained my situation again to the new customer service rep, and was told for a second time that they do not waive fees. At this point I know I am being lied to because I have had many so called fees waived, such as the waiving of instalation charges when I have moved. I kindly asked if there was someone else I could speak to because I have never been charged for this sort of thing in the past. I was transfered for a third time and explained my situation again, only to be told once more that they would not "waive the fee". My problem was not with the fee itself but the fact that I have had to have a box replaced before and have never been charged or hassled. The third customer service rep was the rudest person I have ever spoke with at Comcast and when I asked her if there was someone I could complain to she said NO! She said there was nothing else that could be done, they don't waive fees, period. I ended the phone call very upset and feeling powerless. I got online to see about switching cable services and I had the idea to contact the Better Business Bureau since there was apparently no one to complain to at Comcast. Their general website is www.bbb.org and you can go fill out a complaint form about Comcast in your area. I filled out a form about my poor experience and their inconsistent fee pratices, and was contact by the BBB and Comcast within a week. A Comcast Supervisor in the area phoned me and I explained my frustrations to him and he was very understanding. He let me know that 1-800-COMCAST is answered by people all over the country and sometimes it may be easier to deal with local representatives. He also informed me that Comcast is aware of their poor customer service and is trying to fix it. Everything was taken care of and I was not charged for the DVR box replacement. I know the above complaint is about a local supervisor, but it might be worth while to go over his head and take the compaints to the Better Business Bureau. They are a third party that is there for exactly this purpose and they will hold Comcast accountable. I hope this info helps someone take action and not feel bullied by the monopoly Comcast has over the cable/internet service providers!