HP tried to “improve the quality” of tech support by making customers wait 15 minutes for a call to be answered

HP tried to get European customers to use support services not only by phone but also through other channels by setting a minimum wait time of 15 minutes for all callers. However, within days the company abandoned this dubious initiative.

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The new rules for customers in the UK, Ireland, France, Germany and Italy who called HP technical support by phone went into effect on 18 February. When calling, customers were told that they would have to wait at least 15 minutes, with an apology for any inconvenience. At the fifth, tenth and thirteenth minute, the message was repeated, and customers were advised to use alternative support channels.

In effect, HP tested the patience of its customers by encouraging “greater digital adoption” and encouraging customers to resolve issues themselves online. The company called the initiative “a strong short-term measure to improve warranty cost efficiency.” However, the reaction from customers was predictable: tech support staff faced frustration from customers who had to wait at least 15 minutes for a response. As a result, HP quickly abandoned its policy.

«We are always looking for ways to improve the customer experience. This initiative was designed to provide more digital options and reduce the time it takes to resolve requests. We found that many of our customers were not aware of the digital support options available. Based on initial feedback, we know that speaking to a live support agent in a timely manner is important. As a result, we will continue to prioritize prompt access to phone support to ensure a quality customer experience,” HP said in a statement.