Hewlett Packard (HP) has canceled its mandatory 15-minute wait time for customers calling its hotline for service after facing backlash from both customers and staff. The company initially introduced the policy in several European countries, aiming to encourage customers to use digital channels like support.hp.com or virtualagent.hpcloud.hp.com.
However, a report by The Register revealed that HP received negative feedback, with some insiders stating that many employees were unhappy with the decision-making process and felt that those behind the changes did not have to deal with the consequences. Customer service staff likely faced irate customers who had to wait an extended period to speak with a representative.
HP initially defended its action, citing the importance of timely access to live phone support. However, after receiving feedback from customers, the company has decided to prioritize timely access to live phone support and continue to offer digital support options, despite acknowledging that not all customers are aware of these alternatives.
The move comes as HP faces criticism for its business practices, particularly in the inkjet printer market. The company’s aggressive cost-cutting measures in the late 2000s led some customers to switch to other brands, such as Apple and MacBooks. This incident highlights HP’s reputation for prioritizing profits over customer satisfaction.
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Source: https://www.tomshardware.com/peripherals/printers/hp-intentionally-made-customers-hold-for-15-minutes-for-telephone-customer-service-then-quickly-canceled-it-due-to-backlash