Communication with Tech Support

Why does Comcast allow every setting except the Display Name to be changed and then not train their front line support team about OWA? Every Tier One Support person I talked to, there were 3 including the floor supervisor, had no idea that OWA is a part of the Comcast Hosted Exchange. I suspect they don't know that businessclass email is even on Exchange. I had to almost beg to get the name change request sent up to Tier Two because the rote response was " We don't support Outlook."  Maybe someone can spend some time on training them about Exchange and how to handle a change request? 

Yes I'm aware of similar post but needed to vent.