HP Deliberately Adds 15 Minutes Waiting Time for Telephone Support Calls. ☹

toner · 2025-02-20T15:56:39-05:00

HP's New 15-Minute Phone Hold: Because Who Doesn’t Love Waiting? HP has introduced a 15-minute wait time for phone support calls, a move aimed at pushing consumers to use digital support channels instead. The change, which began on February 18, impacts customers in the UK, Ireland, France, Germany, and Italy, with potential for further expansion. The policy is designed to encourage users to "self-solve" their issues online, as HP anticipates cost savings and greater digital engagement. Callers are informed of the wait time and reminded of online alternatives multiple times during the hold period. While some employees criticize the measure, HP is tracking metrics such as customer satisfaction and escalations.

Tonernews.com, February 20, 2025. USA

This topic is empty.

Viewing 1 post (of 1 total)

Author

Posts
#600905

toner
Keymaster

HP’s New 15-Minute Phone Hold: Because Who Doesn’t Love Waiting?
HP has introduced a 15-minute wait time for phone support calls, a move aimed at pushing consumers to use digital support channels instead. The change, which began on February 18, impacts customers in the UK, Ireland, France, Germany, and Italy, with potential for further expansion.

The policy is designed to encourage users to “self-solve” their issues online, as HP anticipates cost savings and greater digital engagement. Callers are informed of the wait time and reminded of online alternatives multiple times during the hold period. While some employees criticize the measure, HP is tracking metrics such as customer satisfaction and escalations.
Author

February 20, 2025 at 3:56 PM

Viewing 1 post (of 1 total)

You must be logged in to reply to this topic.

The information on this site has been included in good faith for general informational purposes only. It is not intended to amount to advice on which you should rely, and we give no representation, warranty, or guarantee, whether express or implied as to its accuracy or completeness. You must obtain professional or specialist advice before taking, or refraining from, any action based on the content on our site.