Comcast apparently has a semi-secret line that connects customers directly to a representative without the wait. The line is part of the “We’re On It” program and comes with special cards that employees are given to hand out at their discretion (12 per year) printed with a phone number that connects callers directly to a special reserve of 250 customer service agents. However, the agents at the other end of the line do not have any more power than regular customer service agents. Comcast fields more than a million customer interactions a day, according to the company—unsurprisingly, Comcast’s Internet service division is ranked second-to-last by the American Consumer Satisfaction Index.
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