[imzadi]

As someone who has worked in a call center, it's not just that they complain, but they complain a lot and become much more difficult to work with. A customer who has been on hold for a long time can take twice as long to resolve because they spend so much time complaining and refusing to do what you ask them to do.

[duskdozer]

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.

[temporallobe]

Yeah it’s almost like purposely frustrating people has negative consequences, which HP completely overlooked.

[Macha]

HP 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.