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.”
Ok so why is this such a widely adopted model by government and cellphone services increasing it up to waiting for hours on the phone ? It’s like they want you to afford to have these things but don’t expect anyone to have to have a job to earn enough to have these things.