I would disagree, I think it closer to apples to apples. If I could cancel my HBO service online I think I would be willing to sign up more often knowing I would not have to deal with the potential 30 minute phone call. If DirecTV wants to offer me HBO at a discount over 3 months for example; they could easily do that through the website while I try to cancel my service. If someone calls into cancel HBO because they don't watch it, in most cases they are going to cancel that service no matter what the CSR says/offers (costing DirecTV $$). I would think this as I mentioned before pushing this to the website would eliminate some of the unnecessary calls handled by DirecTV's CSR.