Received my email yesterday from DirecTV - The email listed the following renewal prices:
Sunday Ticket - $249 (6 payments of $41.50)
Superfan - $99 (6 payments of $16.50)
My situation from DTV’s point of view:
$80-$90 a month bill
Choice Xtra Plus with HD DVR and second receiver with no premium channels
Use automatic withdraw – bill is always paid on time
I have been a customer for over 10 years
I have had Sunday Ticket my entire time with DTV
I decided when this thread first started in May that I was not going to pay the $99 for the Superfan even if it meant dropping ST. I have the same complaint as everyone else - $250 for ST and I pay you $10 a month for HD, I feel like I shouldn't have to pay the extra $99 for ST in HD. Last year DTV gave me a credit to equal the cost of Superfan when I upgraded to HD service and receiver. My goal was to get Superfan comped again. I called DTV yesterday and the call went like this:
1. Calmly and politely explained situation to rep who advised me that they can't do anything for me and he was ready to let me cancel. He gave canned responses explaining DTV charged the $99 because of how much the NFL charged DTV. I politely asked for Manager
2. Calmly and politely explained situation to manager who said there was nothing he could do. He told me that because they comped me for Superfan last year, there was no way they would do it this year. He also told me that waiting until closer to the start of the season would not make a difference. I had him figure the cost for me to cancel early ($169). I calmly and politely asked if I could speak to the customer retention department and was transferred.
3. Explained frustration again to agent in customer retention about wanting ST in HD and not feeling I should have to pay the extra $99. I told her that I had been with them for a long time and I didn't want to leave, but I'm with them for ST and I could save a lot by switching to cable. She placed me on hold for a few minutes and when she came back she gave me a $99 dollar credit to my bill to offset what I would be charged for Superfan.
I really think the key was being calm and polite. The manager that I spoke with actually thanked me for being nice to him and not giving him a hard time about it. The retention agent advised me that there was no way they would comp the $99 charge a third year in a row so I should be ready to pay it next year. Of course, when next year rolls around I will not be under contract with them and I’ll have more leverage.