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HP ditches 15-minute wait time policy due to 'feedback'
(www.theregister.com)
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this post was submitted on 21 Feb 2025
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You're completely right, if the goal is good customer support and decent working conditions for the operators.
It's not. The goal is like 1rre said - make people get fed up and stop trying to get their stuff fixed, just buy a new one. Oh, and they could fire half the operators too, since less people would be willing to wade through the pile of shit to talk to them.
Money and profit, screw the rest.