HighBeam Research: Purposely Evasive on Price? -or- Cluetrain #12: There are no secrets.

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While searching for some info on the web, HighBeam Research-hosted results were coming up with a fair degree of frequency. However, I couldn't access through to the articles they indexed because I had not subscribed to their service.

Fair enough. As was my question: How much does it cost to subscribe?

Exercise for the reader: go to the HighBeam Research web site and come back and tell me how much their service costs.

There is a link to "Take a FREE trial!". There are pages such as "What are the different membership options?" and "I have a billing question". There is a "Become a Member" page that links to their Terms and Conditions.

The Terms & Conditions page does inform you that this is an auto-renewing contract, that you will be bound by the payment terms, based on current rates specified in the enrollment screens, etc., that the price you pay is the price stipulated at the time you enroll. But without signing up for a free trial that automatically kicks over into a paid subscription, I don't see anywhere that tells you what the fee is.

I called HighBeam by phone, and when I asked the representative to point me to the URL with their pricing, he said he'd have to check. Two minutes later, he came back with the pricing information. When I again asked for the URL with their pricing, he came back two minutes later to tell me they don't have that on their web site, because "it depends."

This seems wrong to me, and I'm surprised that someone like Christopher Locke, co-author of the cluetrain manifesto, is associated with HighBeam. Isn't cluetrain all about communicating "in language that is natural, open, honest, direct..."?

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No refunds if you cancel

Oh and I just checked the terms on cancelling your membership. Yes, you can cancel your membership "at any time", but you don't get any refunds if you cancel! So if you take out a one-year membership for $200, you have to wait till the END OF THE TERM before cancelling coz you don't get any money back. And paying $30 per month just isn't worth it. If you are seriously interested in this service then try it out for 7 days (free), pay $30 for one month, and then - if you still find it useful - take out the one-year membership.

Highbeam subscription cost

$200 yearly or $30 per month. This is what I got when signing up for the free trial. It might be different, depending on what options you choose, I didn't test this.

The HighBeam price - it is a value not a secret

Steve, Thanks for visiting our site. As the Marketing Manager, I'm disappointed to read that you think we are being evasive. To be clear, there is no way to sign up for our service without knowing the price. The price is in the registration sequence - you can't sign up without seeing it. We reinforce the price when you sign up, and we send you a confirmation e-mail in your free trial to minimize any confusion. On top of all that, you can cancel your service with us at anytime on our site, and, as you can attest, we offer 24/7 US based customer service via telephone- which is no small expense considering we aren't a fortune 500 company. It is true, we don't usually display the price towards the front of the site . We do this because occasionally we do offer testing on the the site, and we don't want users to see one offer on one page, and then another offer somewhere else. Our pricing display also enables us to offer discounts to users based on the demographics that give us during our sign up process (when we can, we like to let students use our site for a little bit less than oil company executives). Of course, We are always testing new ideas about how to let customers know about us and the value that we offer, so you may see our price promoted a little more in the future. Rest assured, we won't ever hide the price from people who sign up to our service. Thanks, Steve Weir Director Of Marketing, HighBeam Research

Pass this on to Mark Hurst at Good Experience

Mark would be interested in this, Steve.

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