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

submitted 1 day ago by resipsaloquitur@lemmy.world to c/nottheonion@lemmy.world

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cross-posted from: 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 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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[–] foggy@lemmy.world 2 points 9 hours ago* (last edited 8 hours ago)

Just venting that Aruba, owned by HPE, needed me to set up an sftp server for their product. But, they needed shell access. Also, limiting that shell access to just sftp wasn't ok...?

Bruh you sure you dont just need a VM? What are we doing here...?