this post was submitted on 20 Mar 2026
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HP realizes that mandatory 15-minute support call wait times isn’t good support (arstechnica.com)
submitted 4 hours ago* (last edited 3 hours ago) by criss_cross@lemmy.world to c/technology@lemmy.world
25 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.”

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[–] mfed1122@discuss.tchncs.de 30 points 2 hours ago (1 children)

"influence customers to increase their adoption of digital self-solve"

Corporate speakers should be paddled

[–] otacon239@lemmy.world 5 points 24 minutes ago

Sounds like a great way to increase their adoption of a competitor’s product