As Mike Arrington says, Comcast mostly doesn't have to care about your connection issues (or TV issues, for that matter), because they have a local monopoly in most places (I suspect that I have things a bit better here because Verizon laid down fiber - and started offering a real alternative). Having said that, what possesses them to tell outright falsehoods? Like airlines, are they operating under some bizarre belief that "we can't handle the truth"?
As Arrington relates the story, they told him that the outage he had was "California wide" (even though he was getting online at other people's houses nearby). It was only when he started the tweetstorm that Comcast called him, and then came out and fixed his problem. On the one hand, it's good that they monitor corporate references; on the other, they end up looking stupid due to the earlier behavior.
This kind of thing drives people nuts, and makes them feel like a prisoner rather than like a customer. Does anyone at Comcast see that? From here, it looks like the answer is a resounding "no".