this post was submitted on 22 Feb 2025
77 points (100.0% liked)

Technology

38092 readers
370 users here now

A nice place to discuss rumors, happenings, innovations, and challenges in the technology sphere. We also welcome discussions on the intersections of technology and society. If it’s technological news or discussion of technology, it probably belongs here.

Remember the overriding ethos on Beehaw: Be(e) Nice. Each user you encounter here is a person, and should be treated with kindness (even if they’re wrong, or use a Linux distro you don’t like). Personal attacks will not be tolerated.

Subcommunities on Beehaw:

This community's icon was made by Aaron Schneider, under the CC-BY-NC-SA 4.0 license.

founded 3 years ago
MODERATORS
alyaza@beehaw.org
TheRtRevKaiser@beehaw.org
gyrfalcon@beehaw.org
rs5th@beehaw.org
coldredlight@beehaw.org
SemioticStandard@beehaw.org
TheRtRevKaiser@kbin.social
remington@beehaw.org
77
HP ditches 15-minute wait time policy due to 'feedback' (www.theregister.com)
submitted 1 day ago by alyaza@beehaw.org to c/technology@beehaw.org
7 comments fedilink hide all child comments
 

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.

This came into force for folks phoning up the call center in the UK, Ireland, France, Germany, and Italy on February 18. It went down like a lead balloon internally at HP, with some staff on the front line unhappy that they were having to deal with a decision taken by management, who didn't have to directly interact with customers left hanging on the telephone… for at least 15 minutes.

you are viewing a single comment's thread
view the rest of the comments
[–] theomorph@lemmus.org 4 points 4 hours ago

It’s not a question of blame. It does not matter to me whether gaslighting is imposed upon representatives as a method of providing “support” or whether the representatives are coming up with it themselves. Either way, the result is the same: the support experience is almost universally horrid (see my other comment on a different branch of this thread), and I see no reason to trust the representatives, and even less reason to trust their employers.