Lack of support

I realize that all support has been outsourced and that any agent I get will simply be reading from a script but as a business customer for years i'd expect there to at least be notes on my issue in a ticket when i call or not have to wait 9-10 days for a service appointment for a complete outage of service. Is there any way for us to contact actual support rep in the U.S. that can transfer us to a live network tech or "tier 2" or "back office" person when we have an issue that isn't on the script? Do business class customers no longer get same day/next day appointments for outages? I've had to literally track down a comcast truck on the side of the road to get an issue resolved in the past. There used to be a local office in my area that i could just drive to and get service issues taken care of. Is comcast trying to drive customers away? I would post a ticket number for someone to try to look up except i wasn't provided one and just received a text that my business appointment for a complete service outage would be next friday the 13th.