Wow, you mean to say intentionally pissing off people who are already probably pissed off makes them more difficult to work with? That doesn't sound right.
replyYeah it’s almost like purposely frustrating people has negative consequences, which HP completely overlooked.
replyHP didn’t care, that was a problem for the low level support staff and the customers, not whatever exec was hoping to show reduced call volumes -> reduced staffing levels -> savings.
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