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Home › Pay › Nickel-and-dime tactics › Paying for support
Paying again for what you already have

Paying extra just to get help or 'protection'

Getting help used to be part of buying something. Now some companies charge to talk to a person, sell priority support tiers, or push protection plans at checkout. Some of these add real value. But many overlap with help or warranty coverage you already have for free, so it pays to check before you say yes.

Where you’ll see it

Fees to book by phoneSome airlines and travel companies charge a fee to book or change a trip through an agent by phone or at the counter, while the same task online is free.
Paid priority or premium supportMany software and tech companies offer free support through forums or email but charge a monthly fee for phone help, faster replies or a dedicated agent.
Protection plans at checkoutMany electronics and appliance sellers offer a protection plan at the register. Some coverage overlaps the manufacturer's warranty for the first year, so you may pay for protection you already have.
Tech help subscriptionsSome stores and internet providers sell monthly tech support plans for setup and troubleshooting, which can be useful but are easy to forget once you sign up.
Fees for teller or agent helpSome banks and service providers charge for help from a live person, such as a teller-assisted transaction or a phone payment, when the same thing is free online.
Paid setup for simple tasksSome retailers charge to set up a new phone, tablet or TV, tasks that often take a few minutes with the included instructions or free online guides.

What it really costs them

Live help does cost money; staff, training and call centers are real expenses. But support used to be part of the price of the product, and splitting it out lets a company advertise a lower price while charging more to the people who need help most, often older adults.

Protection plans are often very profitable because many products never need a covered repair during the plan, especially in the first year when the manufacturer's warranty already applies. The issue is not that support or coverage has value. It is paying twice, or paying for help that should come with the product.

How to spot it

  • The checkout screen adds a protection plan you did not ask for.
  • The plan's first year overlaps the manufacturer's warranty.
  • Free help is hard to find but paid help is easy.
  • A fee applies only when you call or visit in person.
  • The plan has deductibles, shipping costs or many exclusions.
  • Support is sold as a monthly subscription that renews automatically.

What you can do

  1. Check what the manufacturer's warranty already covers and for how long before buying a plan.
  2. Check whether your credit card adds warranty protection on purchases; read its benefits guide.
  3. Ask if the same task is free online or in the app before paying an agent fee.
  4. Decline protection plans for low-cost items; setting money aside may cost less.
  5. Cancel tech support subscriptions you no longer use and check your statements.
  6. Report misleading warranty or plan claims to the FTC or your state attorney general.
Things you can say:
  • “Is there a free way to get this done?”
  • “What does this plan cover that the warranty does not?”
  • “Is there a deductible, and how do I make a claim?”

Rules and your rights

Charging for support or selling service contracts is generally legal if the price is disclosed. Under the federal Magnuson-Moss Warranty Act, a company generally cannot make your warranty depend on using its own branded parts or paid service, unless it provides them free or the FTC grants a waiver, and FTC staff have warned companies about this. The FTC also notes a service contract is separate from the warranty and costs extra. Misleading claims can be reported to the FTC or your state attorney general.

Related common problems

Related guides

Common questions

Do I need the protection plan offered at checkout?

Often not. Many products come with a manufacturer's warranty for at least the first year, and some credit cards add extra coverage. A plan makes more sense for costly items that break often. Compare what the plan covers with what you already have before you pay.

Will my warranty be void if I do not use the company's repair service?

Generally no. Federal law generally bars a company from conditioning your warranty on using its own branded parts or service unless it provides them free. A company may still deny coverage for damage caused by a bad outside repair, so keep records of any work done.

Why do companies charge to talk to a person?

Live agents cost more than websites and apps, so some companies charge to push customers online. If you need a person, ask whether the fee can be waived, especially if the website does not work for you or you need help due to age or disability.

Had this happen? Sharing what you were charged helps others spot it.

Report it

Sources: FTC: Staff warns companies it is illegal to condition warranty coverage on specified parts or services (2018) ↗ · FTC Consumer Advice: Extended warranties and service contracts ↗

General consumer information, not legal or financial advice. Practices and prices change; check the business’s current terms. AblePro has no relationship with any company named here.