One way Service Net plans to address the issue is by incorporating a plan it’s used on the PC side for years. Currently, when a customer purchases a PC, the service plan offered includes one or two peripherals (such as a monitor or printer), so long as they fall within a specified price band. “We’re looking at programs like that today,” Lewis said. “We’re going to offer bundled CE programs, whether it’s for home entertainment or the home office.”
Another possibility Lewis mentioned is to offer plans through cable or satellite providers, who can offer plans to customers that cover their entire home theater, media center and all. The cost for the plan could then be rolled into the monthly bill the customer already pays. That’s a solution Service Net is actively pursuing today.
N.E.W. Customer Service has been taking steps recently to address the changes in the shifting marketplace, once of which has been to move away from selling warranties as “extended service plans” and instead refer to them as “care plans” or “health plans”, according to Joe Romano, group vice president of client development. “We cover a broader set of items than just the hardware,” he said. “We’re covering the remotes, wiring, the hardware and the PC [that backs up the media center]. We’re doing that to protect what the consumer has in hand.”