HP acknowledges that forced wait times harm customer support experience
- In February 2025, HP introduced mandatory 15-minute wait times for support calls in European countries, aiming to promote digital self-solve options.
- The strategy faced significant backlash, as customers reported frustration over the enforced delays, regardless of actual call volumes.
- Consequently, HP rescinded the wait times, acknowledging that longer holds were detrimental to providing a positive customer support experience.
In February 2025, HP implemented a controversial strategy in several European countries, including the United Kingdom, France, Germany, Ireland, and Italy, which involved mandatory 15-minute wait times for customers calling for tech support regarding their computers and printers. This approach was intended to encourage users to explore digital self-support options rather than relying solely on live support personnel. Internal communications indicated that HP hoped these measures would ease demand on their service centers and promote digital solutions. However, this initiative overwhelmingly received negative feedback from customers, who expressed frustration over the unnecessary delays, regardless of the actual call volume. The forced holding periods led to calls being artificially extended, as customers were repeatedly informed of supposedly higher waiting times and were reminded of alternative support options. The strategy contradicted HP's previous marketing efforts emphasizing prompt and efficient support, which customers valued and cited as a reason for purchasing HP hardware. In response to customer dissatisfaction, HP decided to retract the mandatory waiting times and reverted to prioritizing direct, timely access to live support services. This decision indicates HP's awareness that such a strategy was not conducive to delivering a positive customer experience, raising questions about the ethical considerations of implementing waiting times as a cost-saving measure. Moving forward, HP will likely assess other ways to enhance customer service without imposing undue burdens on its users.