I had issues with Comcast reps too... I was trying to decide whether to change my internet service over to them... and was going to get the "$19.99 self install kit" when she said they were out of them. HUH? I can buy them in the stores, but "comcast is "out" of them?" I told her that since Comcast can't even manage their own special offers, they probably can't manage my internet service. (I really think it was a come-on to make me pay more for the tech install.)