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 2 days ago* (last edited 2 days 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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[–] Trainguyrom@reddthat.com 1 points 14 hours ago

I tried that and gave up after a year because it was getting old running to the library every few months to print that one page I needed for something odd that came up. Granted it's been one of those years where so much life insanity happens that you have to work through. But now I'm happy that I can also print coloring pages and anything else I feel like printing on top of insurance documents that the DMV needs me to mail and passport applications and new tax forms for fun new tax challenges I've found myself in, and so on.