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

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Tonernews.com, February 20, 2025. USA
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    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.

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    February 20, 2025 at 3:56 PM
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