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634

HP realizes that mandatory 15-minute support call wait times isn’t good support (arstechnica.com)

submitted 1 week ago* (last edited 1 week ago) by criss_cross@lemmy.world to c/technology@lemmy.world

85 comments fedilink hide all child comments

EDIT: This happened back in 2025. Will leave as I’m sure I’m not the only one that didn’t know, but I saw it on hacker news and didn’t realize it was a year old. My bad.

In an odd approach to trying to improve customer tech support, HP allegedly implemented mandatory, 15-minute wait times for people calling the vendor for help with their computers and printers in certain geographies.

Callers from the United Kingdom, France, Germany, Ireland, and Italy were met with the forced holding periods, The Register reported on Thursday. The publication cited internal communications it saw from February 18 that reportedly said the wait times aimed to “influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.”

(page 2) 37 comments

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[–] GreenBeanMachine@lemmy.world 5 points 1 week ago

You know we're gonna be talking to ai slop machines next. I'd rather wait 15 minutes for a human.

[–] Buffalox@lemmy.world 2 points 1 week ago* (last edited 1 week ago)

I had to use support for a product I bought recently (NRGi/Zaptec EV charger), 3 times I had to call them, and every time I got through within 2 minutes! And my issues were quickly fixed.

[–] baatliwala@lemmy.world 2 points 1 week ago (1 children)

... Wut? Who thought this was a good idea in the first place 😭

[–] Smoogs@lemmy.world 2 points 1 week ago

Ok so why is this such a widely adopted model by government and cellphone services increasing it up to waiting for hours on the phone ? It’s like they want you to afford to have these things but don’t expect anyone to have to have a job to earn enough to have these things.

[–] sturmblast@lemmy.world 1 points 1 week ago

HP is one of the dumbest tech companies

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