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.

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.

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