View Full Version : Sunday Ticket Superfan
So I just got off the phone with a DTV service rep about the free Superfan package I signed up for. Since this was the fourth time I called I asked to speak to a manager directly and was told that was not possible and they would relay my message to a manager and tell me what they said.
Despite being told that I would already have it shown on my account, it is not. Actually I've been told multiple times that it would show up on my account within 24 hours only to see a week or more go by without it on my account.
Is there anyone else who has been through this? Do I really need to wait until Sept for it to show up on my account?
And is there a way to get through to a human at Directv that can actually give me an answer?
And now I've just ranted off on the evil's of DTV, that said, I love the NFL package and can't wait for the season to begin.
Michael D'Angelo
06-07-07, 02:24 PM
I had to call 3 times before it got added to my account. It all depends on what CSR you get if they will add it or not.
bonscott87
06-07-07, 02:27 PM
It should show up within the next billing cycle. Many of us whose billing cycle ended at the end of May had it show up. If yours is still in the middle of the billing cycle I'd say it will show up with your June bill.
There is no hurry, season doesn't start until Sept. ;)
Steve Robertson
06-07-07, 02:30 PM
Mine only took about 6 calls for it to finally show up. They waste so much time by not doing what they said they would do.
Mike Huss
06-07-07, 02:58 PM
I hadn't checked in a while myself, so I just looked. This is from my "Activity since last bill" section:
06/04/2007 - NFL SUNDAY TICKET SuperFan HD - Charge $0.00 $0.00
06/01/2007 - NFL SUNDAY TICKET - Charge $0.00 $0.00
05/30/2007 - NFL SUNDAY TICKET Superfan - Charge $0.00 $0.00
So if there is a charge for SuperFan and a charge for SuperFan HD, can I opt out of the SuperFan and just get the HD for even less?
I know, I know, I'm only joking...
StangGT909
06-07-07, 06:24 PM
Exact same boat..... I've waiting a week and nothing.
What's the best # to call? Standard one?, get-sport, retention? I'm sure someone reading this now has it memorized.
It should show up within the next billing cycle. Many of us whose billing cycle ended at the end of May had it show up. If yours is still in the middle of the billing cycle I'd say it will show up with your June bill.
There is no hurry, season doesn't start until Sept. ;)
I got my June Bill three days ago, that's why I called. I wasn't on the May bill or the June bill. Yeah, I can imagine the excuses I'll hear in Sept.
HoosierBoy
06-08-07, 06:36 AM
My renewal is now showing up on D*website. I have HD access and for Extra Innings I also have a line item that shows Superfan HD.
For the 2007 Sunday Ticket, I have the renewal and Superfan lines, but no Superfan HD.
Do you think it I should call in to get that added?
My renewal is now showing up on D*website. I have HD access and for Extra Innings I also have a line item that shows Superfan HD.
For the 2007 Sunday Ticket, I have the renewal and Superfan lines, but no Superfan HD.
Do you think it I should call in to get that added?
I thought Superfan was HD...
HoosierBoy
06-08-07, 07:06 AM
I did also but check out Mike's posting above and how his bill is itemized for NFLST.
Mike Huss
06-08-07, 07:27 AM
I did also but check out Mike's posting above and how his bill is itemized for NFLST.
I'm not sure what the story is there. I don't recall seeing that in years past. I just remember seeing a line item for Sunday Ticket and another one for Superfan. My guess is the Superfan entry shows that I'm getting the base package and the Superfan HD entry shows that I have the HD package so I get the HD version of the Superfan stuff as well.
That was why I facetiously said I should call and cancel just the Superfan part because all I want is the HD part. I don't care about the mix channels or the stats stuff. I just want to be able to watch out of market games in HD, that's the ONLY reason I personally need Superfan.
LameLefty
06-08-07, 07:48 AM
I just checked my bill - NFLST was added automagically on 5/31 but Superfan was not. Hmm . . . I suppose a call is in order.
HarleyD
06-08-07, 08:00 AM
I didn't check my latest bill, but on directv.com under 'My Programming' it shows both Sunday Ticket and Super Fan as separate entries.
oldschoolecw
06-08-07, 09:17 AM
Try my programming at DirecTV.com
And then it should show what you subscribe to for services with DirecTV.
Example, from my account
Current Programming Choices:
DIRECTV Protection Plan
DIRECTV DVR Service
PREMIER
HD Access
NFL SUNDAY TICKET
NFL SUNDAY TICKET Superfan
Hey guys .. Is there time limit (i.e. has the time passed) for getting free SuperFan added? I got free Superfan last season (my first football season with an HD TV). Can I still call if it doesn't appear under "My Programming?"
JLucPicard
06-09-07, 11:35 PM
The draft weekend offer obviously has expired (most of the talk about SF having been free refers to that offer, I believe). As for whether they will have any similar offers or whether your account standing may be such that you could ask for and receive it - I don't know if anyone knows that. The draft weekend offer has sailed, though. You could always call and ask what they can do for you.
Thanks. Somehow, I missed the draft weekend special, but I've been with D* since 1994 and subscribed to pretty much everything so maybe they'll cut me some slack.
Okay. I'm pretty steamed now. Apparently, the email was only sent out to "certain" D* subs. I'm an "A-list" customer (whatever that means), I've been with them since 1994, I've subscribed to everything including NFL-ST since year one, I always pay my bill on time, and somehow I guess I'm not good enough of a customer to get the Free Superfan deal.
I understand that the promotion is over, but now I'm told that I wasn't even sent the email and offered the deal that everyone in this group was because I'm not a good enough customer?!
Does anyone have the new number to retention, because the -9801 number no longer goes to retention and I'm getting some pretty low level people who can't even look up and find that they offered free SF to "some' customers.
kaysersoze
06-10-07, 01:48 AM
Please pardon my ignorance, but why do you care about adding a service that will not even begin for months? Why should I care if this service is not on my account until September, when I can add it online in 30 seconds?
grate88
06-10-07, 09:54 AM
Please pardon my ignorance, but why do you care about adding a service that will not even begin for months? Why should I care if this service is not on my account until September, when I can add it online in 30 seconds?
The longer you wait the more they charge you.
You have to ask for retention now, no special number. I'm sure someone will give you free Superfan. I got it from a front line CSR, but if they say no then ask for retention.
JLucPicard
06-10-07, 12:01 PM
Okay. I'm pretty steamed now. Apparently, the email was only sent out to "certain" D* subs. I'm an "A-list" customer (whatever that means), I've been with them since 1994, I've subscribed to everything including NFL-ST since year one, I always pay my bill on time, and somehow I guess I'm not good enough of a customer to get the Free Superfan deal.
I understand that the promotion is over, but now I'm told that I wasn't even sent the email and offered the deal that everyone in this group was because I'm not a good enough customer?!
Does anyone have the new number to retention, because the -9801 number no longer goes to retention and I'm getting some pretty low level people who can't even look up and find that they offered free SF to "some' customers.
I won't begrudge you your right to be steamed, but there seemed to be an AWFUL LOT of people who are 5 heart, A-List customers that didn't receive that same e-mail. Nobody has been able to nail down for us here what exactly the criteria was for who did and who didn't get it. It didn't seem to fall under the category of "fair" as many people such as yourself didn't get one.
I was going through a move at the time and had periods when my account reflected that I was a Sunday Ticket sub, and periods when it did not (lots of CSR fingers in my account at that time). I called and talked it through with them and was assured I would get SF free, and my account now shows the SuperFan notation with $0.00. We're all now waiting to see if it actually does wind up being free, or if charges start to hit as the season nears. And if I remember correctly from last year, they actually charged for it in one billing cycle, then gave the corresponding credit in the next billing cycle (not sure what that accomplishes other than an increase in 'angry' phone calls?).
Anyway, I believe if you speak "Retention" or "Cancel Account" at the first prompt that it may connect you there. I could be wrong about that, and I always tend to shy away from an empty "cancel" threat myself.
Well, here's my take on it all:
(1) D* is treading on thin ice. They have an inferior business model. Despite the launch of the two new sats, they will eventually run out of space in the heavens to park satellites. Meanwhile, cable & especially fiber will have a virtually unlimited bandwidth with which to load new entertainment and broadband services. Add to that, charging an additional $99.00 on top of the ever-increasing -- now $229.00 (I started when I believe it was ~$119 for NFL-ST back in 1995) for HD games is starting to stretch it! I have had NFL-ST on auto-renewal since 1995. I guess that that makes me ineligible for a Superfan perk!
(2) 13 year formerly-satisfied customers are hard to come by. It's a LOT cheaper for them to throw a "$99.00" bone once a year to someone who has given them close to $18,000 - $20,000 over the last 13 years rather than endless mailings to a former customer to try and get me back! Once a company screws up bad enough to lose my business they will NEVR get me back. I have numerous companies who try just that who are on my "never again" list. I am loyal to a company who gives me good service, and I am just as loyal to NOT give business to a company who lost it previously, regadless of how much they try to deceive me that they are "now all better!" The exclusion of top-tier customers is inexcusable!
Eventually, all of the bad will that D* has sewn the last three or four years will bite them in the arse. I used to hope that D* would win the bidding war every time re: Sunday Ticket so that I wouldn't have to switch back to cable or, worse, DISH. Now, I am indifferent. I know that Verizon, for example, is spending a buttload of money to bring FIOS throughout the country. D* will NOT be able to keep up with such endeavors, and longtime, loyal customers who feel gouged and unappreciated will leave them in droves!
JACKIEGAGA
06-10-07, 02:57 PM
I am a long time NFST holder I did not receive the e-mail either and I am also on the A list. If I can not get superfan for free I will cancel it. Besides NFL NETWORK is now showing games ,2 monday night games the sunday night game and most sunday show a 1 and 4 o'clock plus the bye weeks how many games are you really missing. It is not worth the 99 dollars D want to steal from you.
SDizzle
06-10-07, 03:05 PM
IT took 3 calls to customer service to actually show "Sunday Ticket Superfan $0.00" in my programming. It took a supervisor in Retention to add it, in oh, like 5 seconds. No matter what a lowly CSR tries to tell you, they do not know for certain who they sent that e-mail to, they can't argue with you as they don't have hard proof.
I am a long time NFST holder I did not receive the e-mail either and I am also on the A list. If I can not get superfan for free I will cancel it. Besides NFL NETWORK is now showing games ,2 monday night games the sunday night game and most sunday show a 1 and 4 o'clock plus the bye weeks how many games are you really missing. It is not worth the 99 dollars D want to steal from you.
Especially when they are also charging $9.99/month to those of us who subscribe to the top-tier package (I've subscribed to the top-tier package since 1994) for HD channels! The gravy train will someday end D*, and now is probably a good time to start appreciating your best customers! Referring to us as "A-list" is not enough. That apparently doesn't get me a free cup of coffee at Denny's, nor "Superfan" either.
IT took 3 calls to customer service to actually show "Sunday Ticket Superfan $0.00" in my programming. It took a supervisor in Retention to add it, in oh, like 5 seconds. No matter what a lowly CSR tries to tell you, they do not know for certain who they sent that e-mail to, they can't argue with you as they don't have hard proof.
What is he secret to getting through to Retention these days? They have changed their system, and now the former number for retention just gets you the low-forehead morons in customer service who know nothing. The idiot I got last night required me to repeat everything five times, then he said after searching for what seemed ten minutes that he couldn't find anything regarding the NFL Draft special or that they ever offered such a deal. Add to that, I couldn't hear him over the other fifteen CSR's sitting near him, nor the rap music he had playing in the background!
D* is going to Hell fast, and there apparently is NO handbasket!
SDizzle
06-10-07, 03:42 PM
What is he secret to getting through to Retention these days? They have changed their system, and now the former number for retention just gets you the low-forehead morons in customer service who know nothing. The idiot I got last night required me to repeat everything five times, then he said after searching for what seemed ten minutes that he couldn't find anything regarding the NFL Draft special or that they ever offered such a deal. Add to that, I couldn't hear him over the other fifteen CSR's sitting near him, nor the rap music he had playing in the background!
D* is going to Hell fast, and there apparently is NO handbasket!
When calling in, just say "cancel service", that usually works. Or, just tell the CSR "get me to retention", that does work.
forecheck
06-10-07, 03:59 PM
I am a long time NFST holder I did not receive the e-mail either and I am also on the A list. If I can not get superfan for free I will cancel it. Besides NFL NETWORK is now showing games ,2 monday night games the sunday night game and most sunday show a 1 and 4 o'clock plus the bye weeks how many games are you really missing. It is not worth the 99 dollars D want to steal from you.
Same with me, subscriber since 1995, never late on a payment, and A-list. Never got the email, and both the Sunday Ticket and the Superfan showed up on my account last week thanks to auto-renewal. Both are $0.00 right now, and when/if the Superfan gets charged $99 I will call and cancel the Sunday Ticket, no way it is worth $328.
kaysersoze
06-11-07, 01:38 AM
The longer you wait the more they charge you.
No, there are differing prices for the Sunday Ticket, but not for the superfan.
lflorack
06-11-07, 04:45 PM
Earlier today, I took advantage of the earlybird special and bought NFLST. Great! I think I'm all set. Then (after a hint from a good guy on a local HDTV discussion forum like this one, that I needed Super Fan too to get HD games.
Whoa! So, I called DirecTV and talked to a CSR. When I first asked her, she said that I didn't need to have SuperFan to get HD games since I already had the HR-20 DVR and with that I was paying for HD service already. I asked her is she was sure and also could she also tell me if the price was the same for SF after the season started (just in case, I found out then that she'd been wrong). She said hold on and went off to check. While she was away, I found a couple of places on the DirecTV site where it off-handedly mentioned the need for SF to get the HD games. I had to reread them several times but was fairly convinced with that text and the post about on the local forum it that I did indeed need to have SF. When she returned, she apologized and told me that she'd looked for quite a while through her documentation and she finally found confirming information about the need for SF to get HD. So, I've now purchased that as well.
I'm just asking for confirmation. Did I need to get SF to get the HD games?
bonscott87
06-11-07, 04:53 PM
Did I need to get SF to get the HD games?
Yes.
lflorack
06-11-07, 06:43 PM
Yes.
Thanks for the confirmation. I'm not happy about the extra $100, but I'd be very unhappy about not having HD when the games started. :nono:
tonyd79
06-11-07, 08:23 PM
Interesting footnote on the D* email about SuperFan:
To access DIRECTV HD programming, a Multi-Satellite dish, along with an H20 DIRECTV HD Receiver, HD television equipment and HD Access fee ($9.99/mo.), is required. In some markets, a five-LNB dish and H20 model DIRECTV Receiver are needed to receive HD local networks delivered by DIRECTV.
The MLB notice mentioned HD receiver but this specifically mentions H20 (assuming they lumped HR20 into that class).
A mistake or an intention to pull HR10 support for Sunday Ticket Superfan?
Mike Huss
06-11-07, 08:26 PM
So I got my email today, automatic renewal at 3 payments of $33 for Superfan plus the NFLST price of 5 payments of $45.80. So that's $328+ to watch my team play this year when they already have 7 games I know I'll see for sure (Sunday nights, Monday nights, Thanksgiving, etc), not to mention the national games I'll be able to catch without Sunday Ticket. This is getting hard to stomach. I might have to go to the bar this year and blow off NFLST. I'm having a hard time justifying paying about $40 or $50 per game. :mad: You guys that live in the market of your favorite team don't know how good you have it.
Update: I called D* and the CSR I spoke with had no interest in helping me even though I talked about the promotion during the draft and the fact that I've never paid more than $50 for Superfan in the past. Don't know if this is even worth playing CSR roulette over, as I'm guessing none of them are going to be interested in giving me a discount off the $99 Superfan price. :(
That was my experience. They don't give a flying crap about their customers! Their CSRs make it very clear that they couldn't care less about you. You are just wasting their time. What was once one of the better companies I have dealt with as far as customer service (going back to 1994 through maybe about 2000) has become possibly the WORST customer service organization I have ever dealt with. In that category, they have some pretty abysmal competition!
It's not that I mind paying for Sunday Ticket, because I've been doing so since 1995. What REALLY irks me though is that the price of Sunday Ticket goes up a lot every year, we're paying a LOT of money to them already for regular programming, DVRs, and the $9.99/month for HD access. On top of that, we have to pay $99.00 ON TOP OF the $328 (and increasing ) for HD games!
At what point is D* going to stop gouging their best, most loyal customers?
They pride themselves on all of the extras that SF gives you, but I find NONE of them useful, other than getting the game in HD! I used the game mixes, etc a total of one Sunday and found it incredibly annoying and useless!
Mike Huss
06-11-07, 09:35 PM
...They pride themselves on all of the extras that SF gives you, but I find NONE of them useful, other than getting the game in HD! I used the game mixes, etc a total of one Sunday and found it incredibly annoying and useless!
It really pains me to agree with a Skins fan, but I agree entirely! :lol: The only reason I get Superfan is to watch the games in HD. I don't care about the game mix or the redzone channel. I realize others like them, so I'm not bashing the channels, but they are of no use to me.
I would GLADLY pay $10-$20 per game PPV to watch my Cowboys in HD, since buying NFLST with SF is going to cost me at least $30/week to catch the games that I'm not already getting on regular network TV, ESPN, or NFLN. I sure wish that was an option they would offer.
bonscott87
06-11-07, 09:39 PM
A mistake or an intention to pull HR10 support for Sunday Ticket Superfan?
It could be something that some of us have speculated. That with the addition of the extra CBS games they may have to use MPEG4 for those games (a year before they wanted to) unless they want to shut down 2 or 3 of their other HD channels every Sunday. H20 or HR20 would be required for MPEG4.
The 3 week delay in launch of D10 kinda crunches even that since they have stated that the sat won't be ready for broadcast until Sept 15th but that's only 1 week into the season I guess. But they may not have a whole lot of choice.
I've speculated this before and I'm starting to think it more likely: If you have an MPEG4 capable receiver you'll get all the HD games. If you don't then you'll get "most" of the games in MPEG2 but not all just because they don't have the bandwidth to do it.
2008 will be full MPEG4 for sure for Sunday Ticket HD.
kikkenit2
06-11-07, 10:42 PM
No, there are differing prices for the Sunday Ticket, but not for the superfan.I got the superfan for free with the email. Most people have to pay the full $100 to get HD. That is the differing price being discussed here for the most part. I don't know what I did right to get the email but it worked. I only watch games in HD so superfan is a must. There will be somewhere between 8 and 10 games each week exclusive to D* subs in HD.
I got the superfan for free with the email. Most people have to pay the full $100 to get HD. That is the differing price being discussed here for the most part. I don't know what I did right to get the email but it worked. I only watch games in HD so superfan is a must. There will be somewhere between 8 and 10 games each week exclusive to D* subs in HD.
We already know all of that. What we are discussing is that D* intentionally excluded all of their long-time, "A-list" customers from the offer. They apparently don't value our business -- that is, those of us who pay them on-time, and subscribe to almost everything. As a thirteen year customer, I'm getting pretty fed up with all of it.
cforrest
06-12-07, 11:45 AM
Just to clarify, NFLST Superfan won't require a 5-LNB or MPEG-4 receiver yet. Looks like the 2008 season will be the first season, since MLBEI is going to be full HD in 2008, I'd assume NFLST HD would be moved then. Per D* NFL Superfan website, the usual language:
* To access DIRECTV HD programming, a triple-LNB Multi-Satellite dish, along with a DIRECTV HD Receiver, HD television equipment and HD Access fee ($9.99/mo.) is required. In some markets, a five-LNB Dish and H20 model DIRECTV Receiver are needed to receive HD local networks delivered by DIRECTV.
http://directv.com/DTVAPP/global/contentPage.jsp?assetId=900045
LameLefty
06-12-07, 12:33 PM
We already know all of that. What we are discussing is that D* intentionally excluded all of their long-time, "A-list" customers from the offer. They apparently don't value our business -- that is, those of us who pay them on-time, and subscribe to almost everything. As a thirteen year customer, I'm getting pretty fed up with all of it.
Right. I've been a customer for 10 years, had various numbers of premiums and packages, and had NFLST every year since the '97 season. I didn't get the email, apparently. Superfan is gonna cost me the full $99 it looks like. :rolleyes:
Mike Huss
06-12-07, 12:56 PM
According to the CSR I spoke with last night (the one who really seemed annoyed she had to talk to me even though I was being pleasant) the email was for new Superfan subscribers. I could have swore there were people on this board that had SF in the past that got the email, weren't there?
forecheck
06-12-07, 02:12 PM
I am sure others have already gotten this email and it may have been posted, but I got this yesterday, confirming the auto-renewal prices of $229 and $99.
Not sure if I will call to cancel now or wait until my first bill. When I do, it will come down to if they offer me Superfan for free like others have gotten. If so, I will stick with the NFL package, if not, I will drop it.
I got the same e-mail. I plan on calling up to cancel my 'sunday ticket' to see if they will offer superfan for free. If they wont budge I will probably go through with it and cancel.
sports828
06-12-07, 02:24 PM
According to the CSR I spoke with last night (the one who really seemed annoyed she had to talk to me even though I was being pleasant) the email was for new Superfan subscribers. I could have swore there were people on this board that had SF in the past that got the email, weren't there?
I did get the e-mail. I have been an NFL-ST subscriber since 1995, but I have never subscribed to Superfan. I don't have an HDTV yet and I tried the mix channel during the free weeks last year or year before and didn't really like it. I did call to talk to the CSR about the e-mail. She couldn't give me the auto renewal price for NFL-ST at the time and she said if I took advantage of the Superfan it might effect my auto renewal price. I thought she was probably wrong, but since I didn't really want it anyway I decided to just hang up. I did get an e-mail yesterday saying I was renewed at $229, billing to start in July.
Mike Huss
06-12-07, 02:54 PM
Same email here forecheck. Like I said earlier, $328 to watch about 6-8 games of my team is getting REALLY hard to stomach. I used to go to a local bar where the owner was a Cowboys fan and had NFLST. Unfortunately being a fellow fan I got good deals on drinks ($5 all I could drink), and the fun part of it got out of hand to the point where I had to just say no and pay for NFLST on my own at home. But it was only $150 or so back then (these were pre-HD days). Add HD to the increased package prices each year (so it feels like anyway) and it's now over double that.
Maybe I should have signed up for the 11 month payment plan back earlier in the year, it would have lessened the blow.
tbackus
06-13-07, 12:23 PM
What's really irritating is that i know people who live in the same city as I do, whom I started on ST.... they got the e-mail and i didn't. I was pissed. It took a couple of e-mail and their made-up response (BOLD FACED LIES) before they sent me to retention. I told them I had been on the fence about ST this year, so they gave me the SF for free. However, auto-renew had been booted off of my account... so they re-signed me up for 249... although I'm debating on haggling over the last 20 bucks or not.
I've always liked ST, but now that i've move back into the coverage area, I'm beginning to really rethink it. If I want to see them in HD it'll be at least 330 bucks next year... that's crazy. I don't have alot of time to watch the other games much anymore....
oh well.
kstefanec
06-17-07, 11:10 PM
I've subscribed to ST since 2004. Just called D* and told them I wanted a deal on SF. The CSR said that since I've been a A-list customer and its Father's Day, he can give me SF for free! He did state that I probably would not get it for free in 2008. He said he made a note in my file that he had made me aware of this fact. But, he also made a note that by giving me this deal, that D* has helped retain me as a customer.
Guess I'll enjoy my football this year and see what kind of deals come around in '08.
kaysersoze
06-18-07, 12:31 AM
If you are really concerned about the cost of the SF wait and call about a week prior to the start of the season, by this time the retention reps will have specific save offers for those cancelling ST. Your chances of getting SF free will increase exponentially.
Everyone please take a deep breath, count to 10 and everything will be alright.
vBulletin® v3.7.6, Copyright ©2000-2012, Jelsoft Enterprises Ltd.