Hewlett Packard Inc (HP) has abandoned its policy requiring customers to wait at least 15 minutes on the phone before speaking with a human representative. The company introduced the policy in February, aiming to encourage customers to use online alternatives such as social channels or live chat.
However, the move was met with internal resistance and negative customer feedback. HP had planned to test people’s patience, but ultimately decided to abandon the policy due to its effectiveness in doing so.
In a statement, HP said it prioritizes providing timely access to live phone support to deliver an exceptional customer experience. The company had found that many customers were unaware of its digital support options and appreciated the ability to speak with a representative in a timely manner.
HP will no longer enforce the 15-minute wait time policy, instead encouraging customers to explore online support channels first. This shift is a result of customer feedback and internal pressure from staff who wanted to provide better service.
Source: https://www.theregister.com/2025/02/21/hp_ditches_15_minute_wait_time_call_centers