this post was submitted on 20 Mar 2026
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HP realizes that mandatory 15-minute support call wait times isn’t good support (arstechnica.com)
submitted 1 week ago* (last edited 1 week ago) by criss_cross@lemmy.world to c/technology@lemmy.world
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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.”

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[–] Trainguyrom@reddthat.com 2 points 1 week ago

When it comes to PC OEMs I've observed that right now Dell has really good driver support. They've got increasingly good utilities for keeping drivers up to date and they've been doing a good job of loading drivers and their utilities into Microsoft's relevant repositories where it makes sense, and that driver support tends to actually last multiple years. I can often pull down a new UEFI update for a 5 year old Dell PC, which is not something I can say of most hardware manufacturers.

So at the threat model of an enterprise org, I'd prefer Dell for that reason alone. Lenovo and HP have tried to implement some of that, HP seems to have given up after building the bare minimum and Lenovo has their typical wonky software that will become good after a few years if they keep investing developer time into it, but knowing Lenovo there's about a 60% chance some new executive will come in and change direction, and the software will be made increasingly unusable then later discontinued due to lack of use

However for my personal computers, there's a high chance it won't even be running Windows so I just buy based on hardware & price alone