this post was submitted on 20 Mar 2026
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526
HP realizes that mandatory 15-minute support call wait times isn’t good support (arstechnica.com)
submitted 1 day ago* (last edited 1 day ago) by criss_cross@lemmy.world to c/technology@lemmy.world
69 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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[–] mechoman444@lemmy.world 20 points 7 hours ago (3 children)

HP is one of those companies whose products you can easily avoid. I don't understand their dominance in the printer market, or why people continue to buy their products when many of them are objectively poor. I also don't recall a time when HP had a particularly strong reputation to begin with.

At this point, most competitors offer better alternatives than HP.

[–] bhamlin@lemmy.world 1 points 2 hours ago

There are better printers than HP, but they have a solid niche where they're the least expensive enterprise printers that aren't entirely garbage.

[–] cerebralhawks@lemmy.dbzer0.com 1 points 5 hours ago

No, their laptops were pretty good about 10-12 years ago. Mac guy, but Macs weren't great in the Intel era. I was advised to get an HP laptop. The one I was looking at was very highly rated. Can't remember the name. Bought one from Asus with better specs. I would have been fine with the HP.

We used to have Elite Desks at work and they are dogshit. I kinda want one though. 8th Gen i5 with 8GB RAM. I wanna toss the hard drive and put an SSD in it. Then put Steam OS on it. I bet it would be decent for 2000s PC gaming. Like up to Skyrim.

[–] kilgore_trout@feddit.it 4 points 7 hours ago

It's a known brand, that's the reason why people choose it.