this post was submitted on 20 Mar 2026
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496
HP realizes that mandatory 15-minute support call wait times isn’t good support (arstechnica.com)
submitted 21 hours ago* (last edited 20 hours ago) by criss_cross@lemmy.world to c/technology@lemmy.world
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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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[–] Voroxpete@sh.itjust.works -1 points 3 hours ago

Jesus fucking Christ.

OK little Timmy, today we're going to learn that sometimes people express things in their "inner voice", but they don't share those things in their "outer voice".

And sometimes, later, they might share those "inner voice" thoughts with other people in an environment where it's safe to do. But it doesn't mean they have to express those inner voice thoughts to the person that they were thinking them about?

Does that help you understand better? Would youv maybe like a juice box and a lie down to think about it?