HP has decided to remove the 15-minute wait time for customers trying to reach its phone support. This change comes after receiving initial feedback, which suggested that customers preferred quicker access to live support.
As The Register noted, this waiting system was introduced to encourage customers to use other support options like social media and live chat. The policy kick-started on February 18 for users in the UK, Ireland, France, Germany, and Italy. Many employees at HP were frustrated, as they had to implement a decision that left customers waiting on hold.
HP’s 15-Minute Wait for Phone Support
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In a recent statement, HP explained their reasoning: they aimed to improve customer service. They acknowledged that many customers were unaware of the digital support available and recognized the significance of timely access to live agents.
Customers were greeted with a recorded message warning them of the lengthy wait. Messages about the 15-minute wait would play at intervals during the call, suggesting customers try online support instead.
Internally, HP wanted to shift customer behavior towards online solutions, which they believed could streamline support and reduce costs. However, the backlash from frustrated customers and staff likely influenced their decision to cancel the wait time.
Asking for more details, we’re curious how long it will take for HP to respond—perhaps longer than a typical hold time.
