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  • 15 minutes waiting time

    From JAB@21:1/5 to All on Thu Feb 20 15:22:59 2025
    HP deliberately adds 15 minutes waiting time for telephone support
    calls

    HP Inc is trying to force consumer PC and print customers to use
    online and other digital support channels by setting a minimum
    15-minute wait time for anyone that phones the call center to get
    answers to troublesome queries
    ...
    ...
    An insider in HP's European ops told us: "Many within HP are pretty
    unhappy [aboout] the measures being taken and the fact those making
    decisions don't have to deal with the customers who their decisions
    impact."

    https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/

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  • From D@21:1/5 to JAB on Thu Feb 20 23:46:03 2025
    On Thu, 20 Feb 2025, JAB wrote:

    HP deliberately adds 15 minutes waiting time for telephone support
    calls

    HP Inc is trying to force consumer PC and print customers to use
    online and other digital support channels by setting a minimum
    15-minute wait time for anyone that phones the call center to get
    answers to troublesome queries
    ...
    ...
    An insider in HP's European ops told us: "Many within HP are pretty
    unhappy [aboout] the measures being taken and the fact those making
    decisions don't have to deal with the customers who their decisions
    impact."

    https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/

    Reminds me of a business idea I once had. The idea was to sell a private
    pbx that would wait in line for you, and just call you back when it
    connected.

    Another feature of it would be that it would map out number choices in automated pbx:s, and allow you to set "short cuts" so you would dial into
    it, then type a number as your short cut, and it would call your service provider and navigate through the nr menus, wait in line and then call you back.

    Maybe this exists?

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  • From JAB@21:1/5 to [email protected] on Thu Feb 20 19:01:21 2025
    On Thu, 20 Feb 2025 23:46:03 +0100, D <[email protected]> wrote:

    Another feature of it

    The future is about having consumers fetching and/or transmitting
    information on-line, which allows for downsizing the CSR staffing.

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  • From Retrograde@21:1/5 to JAB on Thu Feb 20 20:17:34 2025
    On Thu, 20 Feb 2025 15:22:59 -0600
    JAB <[email protected]d> wrote:

    HP deliberately adds 15 minutes waiting time for telephone support
    calls

    HP Inc is trying to force consumer PC and print customers to use
    online and other digital support channels by setting a minimum
    15-minute wait time for anyone that phones the call center to get
    answers to troublesome queries


    That is some surprising douchebaggery. But it's not surprising, I
    guess. Back in the 70s when you'd get junk mail containing self-paid
    return postage, a friend got himself taken off a mailing list by
    attaching the prepaid card to a brick and mailing it back. In theory
    the company paid so much they made an extra effort to remove him from
    the list. But this? A little tougher to thwart. Buy from a different company, I guess. I wouldn't be excited to go buy an HP printer
    knowing this is the company I'm supporting - it's almost consumer
    antagonistic.

    In fact, who is most likely to use the phone line? Older people, less tech-savvy.

    --- SoupGate-Win32 v1.05
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  • From JAB@21:1/5 to All on Sat Feb 22 12:31:17 2025
    HP ditches 15-minute wait time policy due to 'feedback'

    HP Inc today abruptly ditched the mandatory 15-minute wait time that
    it imposed on customers dialling up its telephone-based support team
    due to "initial feedback."

    As The Register exclusively revealed yesterday, HP introduced the
    minimum time that PC and print users would need to wait before they
    spoke to a human being. This was to lean on customers to use online alternatives such as social channels or live chat.

    https://www.theregister.com/2025/02/21/hp_ditches_15_minute_wait_time_call_centers/?td=rt-3a

    --- SoupGate-Win32 v1.05
    * Origin: fsxNet Usenet Gateway (21:1/5)