I worked in tech support for comcast internet. And to answer your question... yes. Real supervisors are not there to talk to customers. In fact, we had normal reps that were better than others dealing with angry people who we transferred to when someone asked for a supervisor. Only difference between dealing with them or myself, is they were authorized to offer slightly higher savings and such for missed services, like refunds, etc.
I currently work at a drug assistance company to get poor people free medication on AstraZeneca drugs. When we transfer, they do get a real supervisor, but they are not there to talk to the patients. There is nothing they can do that I am not allowed to authorize. The people who want to talk to a supervisor just want someone to rant at. 99% of the time, it won't change the outcome.