No one is blaming individual employees. Quite the opposite, in fact—they're blaming the organization for failing to address issues unless the right individual is reached.

That's been my experience, as well. In two instances (one business class, one residential), I had issues getting their construction department to actually do the work they promised until I was able to get through to the escalation department—once via Twitter, once (IIRC) on dslreports.com back when the Comcast direct forum was monitored. Once the escalation department was engaged, things moved very quickly, with them calling me almost daily with status updates.

There are clearly individuals at Comcast who care about customer service. Unfortunately, they don't seem to be the ones in charge of organizational policies and processes.