HP Inc.: Difference between revisions
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==Controversies== | ==Controversies== | ||
==HP adds 15 minutes to all customer service phone calls== | |||
=== HP adds 15 minutes to all customer service phone calls === | |||
{{Main|HP adds 15 minutes to all customer service phone calls}} | {{Main|HP adds 15 minutes to all customer service phone calls}} | ||
In February 2025, HP Inc. instituted a policy to artificially force all consumer PC & print customers to wait a minimum of 15 minutes when calling support. | In February 2025, HP Inc. instituted a policy to artificially force all consumer PC & print customers to wait a minimum of 15 minutes when calling support. | ||
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An over-the-air update for some HP printer products (DeskJets and LaserJets) with network capabilites caused errors 79 and 49 to be shown on the user interface of these devices, softlocking the printers. In some instances, these faulty updates were not avoidable, because the "update" prompt had to be accepted to access the printer again. First reports of this showed up in public around october 2022<ref>https://www.borncity.com/blog/2022/11/17/okt-2022-firmware-update-macht-hp-drucker-mit-service-error-49-unbrauchbar/ (original in german); https://borncity.com/win/2022/11/17/oct-2022-firmware-update-bricks-hp-printer-with-error-49-or-79/ (english version of the webpage)</ref> . In some cases, the devices could be recovered<ref>https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/Color-LaserJet-Pro-MFP-M281fdw-shows-49-Service-Error-after/m-p/8540292/highlight/true#M962703</ref>, but for an unknown amount of users, no officially or inofficially provided fix was applicable. This effectively lead to bricked devices that had to be replaced, often times but not always right after the warranty period had ended. | An over-the-air update for some HP printer products (DeskJets and LaserJets) with network capabilites caused errors 79 and 49 to be shown on the user interface of these devices, softlocking the printers. In some instances, these faulty updates were not avoidable, because the "update" prompt had to be accepted to access the printer again. First reports of this showed up in public around october 2022<ref>https://www.borncity.com/blog/2022/11/17/okt-2022-firmware-update-macht-hp-drucker-mit-service-error-49-unbrauchbar/ (original in german); https://borncity.com/win/2022/11/17/oct-2022-firmware-update-bricks-hp-printer-with-error-49-or-79/ (english version of the webpage)</ref> . In some cases, the devices could be recovered<ref>https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/Color-LaserJet-Pro-MFP-M281fdw-shows-49-Service-Error-after/m-p/8540292/highlight/true#M962703</ref>, but for an unknown amount of users, no officially or inofficially provided fix was applicable. This effectively lead to bricked devices that had to be replaced, often times but not always right after the warranty period had ended. | ||
=== Artificially inflated waiting time on telephone support === | ===Artificially inflated waiting time on telephone support=== | ||
Leaked internal communication has revealed in February 2025 that HP is enforcing a deliberate minimum 15 minute wait time on all phone support calls made by printer and PC customers in order to push the callers towards using cheaper online support channels instead.<ref>https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/</ref> | Leaked internal communication has revealed in February 2025 that HP is enforcing a deliberate minimum 15 minute wait time on all phone support calls made by printer and PC customers in order to push the callers towards using cheaper online support channels instead.<ref>https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/</ref> | ||