HP realizes that mandatory 15-minute support call wait times isn’t good support
2026-03-20 18:21 UTC
Replies (23)
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@Semi_Hemi_Demigod@lemmy.world 2026-03-20 18:56
Having run a couple support teams, I get where they’re coming from with the wait time. Every minute my team wasn’t spending helping customers was spent updating the knowledge base. We invested a ton of effort into it, and 90% of the tickets were answerable in the first interaction with a simple search. But getting people to actually read the docs was impossible. And maybe if we made them wait they’d get frustrated But that’s not very nice to your customers or the agents.
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@Opisek@piefed.blahaj.zone 2026-03-20 23:22
I self-solved my HP problems by never buying from HP again. I love my Brother printer. Don't any of you dare quote stories about Brother enshittifying stuff in the replies (I will cry).
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@mfed1122@discuss.tchncs.de 2026-03-20 20:43
"influence customers to increase their adoption of digital self-solve" Corporate speakers should be paddled
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@Crookclaw@lemmy.world 2026-03-20 18:44
While hilarious, that's more than a year old...
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@Vanth@reddthat.com 2026-03-20 19:40
I did tier 1, 2, and eventually some 3 support back in the day for a software company. I liked how they handled it. Customer called in, reached a live person doing intake. The intake person noted their question and callback number, helping to scope the problem if needed, and entered a ticket into the queue. The intake person gave the caller an expected wait time for a support tech to call back, pointed them to online written help documentation, and ended the call. Then push the ticket to tier 1, 2, 3, or "urgent, need to call NOW" queues. Depending on tier and call volume and time of day, they'd get a callback from a tech anywhere from immediately to the next morning. Support techs like myself were coached to help over the phone, but also to point out the written materials and encourage their use. I would commonly say, "sure, that's a problem we can fix, go ahead and go to screen x, click on button y, etc. By the way, you're not the only one who had had this question, we even have an entry on this in our support documentation. Let me show you where you it's at so you can get to the fix even faster than a phone call next time". Having the intake person take numbers, then techs call back later saved customers from having to wait on hold for lengths of time. We had very few cases of irate customers stuck waiting. My shittiest experiences are the companies that don't do any intake and make all tiers of calls wait on hold in the same queue. Luck of the draw if the tech you end up with is a tier 1 still in training pants or a tier 3 pissed to be walking a customer thru updating their password for the millionth tim.
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@khendron@lemmy.ca 2026-03-20 19:18
Nobody hates their customers like HP hates their customers.
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@hateisreality@lemmy.world 2026-03-21 00:35
Fuck these companies that refuse to provide customer support and try to force us on inadequate bullshit llm answers, if I didn't want a solution I would use them.
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@spaghettiwestern@sh.itjust.works 2026-03-20 18:59
HP is a garbage company. My laptops typically last until the hardware is well past obsolete, but not HP's crap. My HP X360 laptop's motherboard failed completely and the hinges just fell apart for the 2nd time. This POS didn't last for 3 years of occasional use. Never again.
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@ScoffingLizard@lemmy.dbzer0.com 2026-03-21 22:54
HP support sucks. They wanted me to buy a support package to get a link to a driver. Like, fuck off.
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@TunaLobster@lemmy.world 2026-03-21 23:43
Years ago I called them to get an RMA on a scanner that had a fingerprint on the INSIDE side of the glass. They wanted me to disassemble it and charge me $70 for the knowledge on how to do so. Fuck HP. Their sales reps that hang out at Microcenter would actually not stop talking to me. I literally walked past them and wouldn't make eye contact. They followed me through the whole section. It wasn't until I approached an actual MC employee and said, "I will never buy an HP product. Can you help me?" The HP guy still followed us while I bought another printer! Fuck HP.
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@teft@piefed.social 2026-03-20 20:34
It's never "high call volume". It's always "not enough customer service representatives".
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@nutsack@lemmy.dbzer0.com 2026-03-21 23:05
capitalism is never about the product
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@yermaw@sh.itjust.works 2026-03-22 14:34
Im so glad a company finally admitted that the "we're experiencing a higher-than-normal call volume" was just bullshit.
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@PumaStoleMyBluff@lemmy.world 2026-03-20 23:27
"an odd approach" Otherwise known as lying.
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@HertzDentalBar@lemmy.blahaj.zone 2026-03-21 07:46
I assume every large company and bank (big or small) does this kinda shit on the regular
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@Renorc@lemmy.world 2026-03-20 23:15
Top three work PCs for my work are Dell, Lenovo, and HP. I didn’t even consider HP on the last purchase. Not that the others options are great but never HP.
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@GreenBeanMachine@lemmy.world 2026-03-22 15:36
You know we're gonna be talking to ai slop machines next. I'd rather wait 15 minutes for a human.
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@Smoogs@lemmy.world 2026-03-22 14:03
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.
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@baatliwala@lemmy.world 2026-03-22 15:15
... Wut? Who thought this was a good idea in the first place 😭
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@Buffalox@lemmy.world 2026-03-20 19:22
I had to use support for a product I bought recently (NRGi/Zaptec EV charger), 3 times I had to call them, and every time I got through within 2 minutes! And my issues were quickly fixed.
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@sturmblast@lemmy.world 2026-03-20 20:19
HP is one of the dumbest tech companies
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@KairuByte@lemmy.dbzer0.com 2026-03-20 22:55
Yeah ran into that a month or so back with some service or other. Account was locked out, I told the prompt I was looking for an account unlock, I got to listen to “you can do most things by logging into your account at” for 45 minutes.
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@sqgl@sh.itjust.works 2026-03-21 01:29
Could be worse: You could be made to sit through aich tee tee pee colon slash slash double u double u double u dot...