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HP forced customers to wait 15 minutes for tech support - on purpose - backpedaled after backlash | After backlash, HP said it was just trying to raise awareness of its online support options
The Register reports that HP intentionally forced customers to wait 15 minutes when trying to reach tech support. The "minimum" wait time idea mentioned in an internal...
The "minimum" wait time idea mentioned in an internal memo that The Register obtained was floated as a way to push users to go online and look for "self-support" as the company tried to "improve" its overall customer service experience. The memo from HP management informed customer care staff that, effective February 18, people using the "Interactive Voice Response" (IVR) system would need to wait at least 15 minutes before reaching support. The IVR system would play a message about non-existent "high call volumes," asking users to check the official HP support or VirtualAgent Cloud websites for a quicker response to technical issues.
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