We've had several hard drive failures in the last few months and I've used HP's online chat every time to get them replaced. When I call HP, I'm usually on the phone for a t least 15 minutes listening to on-hold music. On the Chat, my wait is rarely more than two minutes. On the downside, I'm often waiting for them to respond, but it's easier for me to do other things while waiting on the chat than it would be on the phone.
I agree. I use Dell's support chat every week. I hate calling them but for a different reason, I always seem to have a hard time understanding the person on the other end of the line.
Disclaimer: "These opinions are my own, though for a small fee they be yours too." -- Dave Haynie