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HP ditches 15-minute wait time policy due to 'feedback'

Summary by The Register
It woz The Reg wot won it... or maybe just common sense prevailed among management

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Tech SpotTech Spot

HP forced customers to wait 15 minutes for tech support - on purpose - backpedaled after backlash

The Register reports that HP intentionally forced customers to wait 15 minutes when trying to reach tech support. The "minimum" wait time idea mentioned in an internal memo that The Register obtained was floated as a way to push users to go online and look for "self-support" as the company...Read Entire Article

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The RegisterThe Register

HP ditches 15-minute wait time policy due to 'feedback'

It woz The Reg wot won it... or maybe just common sense prevailed among management

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WebProNewsWebProNews

HP Backtracks On 15-Minute Wait Time for Tech Support

HP has backtracked on a plan to arbitrarily force users to wait 15 minutes to talk with support staff in an effort to force them to use digital support options. HP announced its plans on February 18, implementing the program in France, Germany, Ireland, Italy, and the UK. Unsurprisingly, the news sparked outrage, both inside and outside the company. According to The Register, HP has abandoned the program, citing “feedback.” “We’re always looking…

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slashdot.orgslashdot.org

HP Ends Forced 15-Minute Wait Times for Customer Support

HP has ended its controversial practice of imposing mandatory 15-minute wait times for customer support calls in several European countries, following internal pushback and customer complaints. The company confirmed the reversal and said it will "continue to prioritize timely access to live phone support." Read more of this story at Slashdot.

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Tom's HardwareTom's Hardware
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Phil's Stock WorldPhil's Stock World

HP intentionally made customers hold for 15 minutes for telephone customer service, then quickly canceled it due to backlash

After receiving backlash from internal and external sources, HP canceled its 15-minute hold policy, which was designed to encourage customers to use online channels.

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pxlnv.compxlnv.com

HP Adds, Then Retracts, Fifteen Minute Minimum Wait Time for Phone Support – Pixel Envy

Paul Kunert, the Register: To reaffirm the changes, HP says in the staff memo: “The wait time for each customer is set to 15 minutes – notice the expected wait time is mentioned only in the beginning of the call.” The message will be read out three times during the wait time, after the initial reading. The reason for the change? Getting people to figure it out themselves using online support. As HP put it: “Encouraging more digital adoption by …

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The Register broke the news in on Friday, February 21, 2025.
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