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Forum Discussion
Nighthawk Tech Support Pricing Structure
I would like to understand Netgear’s pricing structure as to why they only offer a pricing structure that includes all Nighthawk products plus any other products not made by them. They claim this is a...
No. You mis-understood my post. I am saying the opposite of what you mentioned. Netgear is structuring their pricing based on Nighthawk products + NON Nighthawk products. Do you agree with that statement?
They only offer one pricing structure. If users already are paying for product support on NON-Nighthawk products, why would they want to pay twice, the portion that you get with their pricing structure (Nighthawk + Non-Nighthawk) plus what you already are paying for these other Non-Nighthawk products you own.
Let me restate this in a different way.
Lets say you own a computer that you bought from Best Buy and you are paying for a tech plan to support that computer. Why would I want to pay Netgear for those services? I am already paying for that service on my other plans.
The point is, because of the one structure pricing, they are charging you more, they aren’t offering this service for free? Their price structure is higher to accommodate that extra service, than what is should be if it were for only Nighthawk products.
That was my main point, they need to offer two pricing structures:
Option 1: Nighthawk products only, this should cost less. This would cover customers who have other tech plans and don’t need this extra service for NON-Nighthawk products.
Option 2: Nighthawk products plus other Non-Nighthawk products, this should cost more. This would cover customers who don’t have any other plans but want to take advantage of getting other products covered through a tech plan.
So, Netgear is ignoring the USE CASE when their customers are already paying for other plans that are covered on other NON-Nighthawk products.
They only offer one pricing structure. If users already are paying for product support on NON-Nighthawk products, why would they want to pay twice, the portion that you get with their pricing structure (Nighthawk + Non-Nighthawk) plus what you already are paying for these other Non-Nighthawk products you own.
Let me restate this in a different way.
Lets say you own a computer that you bought from Best Buy and you are paying for a tech plan to support that computer. Why would I want to pay Netgear for those services? I am already paying for that service on my other plans.
The point is, because of the one structure pricing, they are charging you more, they aren’t offering this service for free? Their price structure is higher to accommodate that extra service, than what is should be if it were for only Nighthawk products.
That was my main point, they need to offer two pricing structures:
Option 1: Nighthawk products only, this should cost less. This would cover customers who have other tech plans and don’t need this extra service for NON-Nighthawk products.
Option 2: Nighthawk products plus other Non-Nighthawk products, this should cost more. This would cover customers who don’t have any other plans but want to take advantage of getting other products covered through a tech plan.
So, Netgear is ignoring the USE CASE when their customers are already paying for other plans that are covered on other NON-Nighthawk products.
Copejack wrote:
No. You mis-understood my post. I am saying the opposite of what you mentioned. Netgear is structuring their pricing based on Nighthawk products + NON Nighthawk products. Do you agree with that statement?---I disagree with this. If you're outside of your 90 day window, netgear uses gearhead for support. they have a structured price based on time, not off device. You're welcome to check their site.
https://www.netgear.com/home/services/gearhead/
Nots sure where you're getting your information from unless you contacted a scam site (which there are a bunch online).
They only offer one pricing structure. If users already are paying for product support on NON-Nighthawk products, why would they want to pay twice, the portion that you get with their pricing structure (Nighthawk + Non-Nighthawk) plus what you already are paying for these other Non-Nighthawk products you own.---Not sure what other "plan" you have or what the details are of it but netgear itself only offers free support for the first 90 days of purchase on new devices. After that, its paid support. And its either per incident or for a set time period. Again, not sure what info you're going off.
- No. You clearly do not understand Netgear’s pricing structure. It is NOT based on time. It is based on monthly plans of 6 months or 12 months. The word you used, “time” is like when some repair person comes to your house to repair an appliance, they may have a labor charge for the time it took for the repair.
Netgear charges by monthly plans regardless of how many hours of “time” it takes them to fix your issue. You pay a rate for 6 months or 12 months for these plans.
The problem Is that Netgear’s plans cover both Nighthawk products and NON-Nighthawk products and charge you a higher premium for that service plan. If their plans would only cover Nighthawk products, you would expect not to pay as much, since they are not servicing any other NON-Nighthawk products.
But, because they only have 1 plan for 6 or 12 months, and pricing structure, this excludes their customers from buying a plan that only covers Nighthawk products.
If customers already have other tech support plans they are paying for their other products, then they should have a choice of selecting which plan coverage they want. Customers want to use their money efficiently, and not pay for “extra” services they don’t need.
The only plan that Netgear offers to their customers is a plan that covers both Nighthawk products + NON-Nighthawk products. They just need to offer a second tech plan that only covers their products and not charge a premium price.Pretty sure months/years is a measure of time.
And netgear farms out the support to gearhead. netgear themselves only off the free 90 days. The rest is on gearhead.
And there's no difference in price from non-nighthawk vs nighthawk.
Copejack wrote:
It is NOT based on time. It is based on monthly plans of 6 months or 12 months.There is an internal inconsistency there, with two sorts of time.
I suspect that what you meant to say was:
"It is NOT based on time spent working on a particular problem."
- Yes, my reference to time was a response to how it was phrased by the person who first responded. Since, I felt like I understood his reference, I didn’t need to be more explicit with my response.
Now, that we are all clear about “time”, we can focus back on my main point, pricing structure.
Let me illustrate another example: Let’s say that I want to get my house painted. I get two quotes, one from company A and one from company B.
Ok. The quote from company A is for paint supplies and labor for $xxxx.xx dollar amount. Now, the quote from company B is for paint supplies, HVAC supplies, plumbing supplies, and labor for $xxxx.xx dollar amount.
Key point: I only want my house painted.
Tell me which quote is probably going to be higher quid pro quo?
You may be asking yourself, why does the second quote have HVAC and Plumbing supplies in it when I only want my house painted? That is a great question, I am glad you asked.
The problem with how Netgear (Gearhead) wants to structure their pricing is by adding extra services that you don’t need. I respect the fact they they are capable of servicing my other devices that are not theirs, but they don’t offer me an opportunity to choose.
If they had two options:
1. Painting my house only.
2. Painting my house , fixing my HVAC, fixing my plumbing
I would then appreciate this more because I could choose the services I wanted.
That is the problem with how Netgear (Gearhead) wants to structure their pricing (option 2). They don’t offer option 1.
Keep in mind, because they only offer option 2, it is reasonable to assume that the price they are charging is higher due to the extra servicing of other devices not theirs. If I am already paying for other tech plans from different companies that are servicing those other devices, then I don’t want to incur the higher price by option 2. I only want to pay for Option 1, but I don’t get that choice.
