HP realizes that mandatory 15-minute support call wait times isn’t good support - Lemmy.World

cross-posted from: https://lemmy.world/post/44521973 [https://lemmy.world/post/44521973] > 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 [https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/] 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.”