HP realizes that mandatory 15-minute support call wait times isn't good support

4 hours ago

HP implemented mandatory 15-minute wait times for customer tech support calls in the UK, France, Germany, Ireland, and Italy.
The policy aimed to push customers toward digital self-service options by falsely claiming high call volumes.
Callers heard automated messages suggesting website support and virtual agents, even when call centers weren't busy.
Reminders about digital options and apologies for wait times were repeated at the 5th, 10th, and 13th minute of calls.
HP has since lifted the mandatory wait times after negative feedback from customers and employees.
An anonymous HP employee criticized the policy, noting decision-makers don't face the consequences of their choices.

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