HP has introduced a minimum wait time of 15 minutes for its PC and printer support phone lines in some territories. The company’s internal memo reveals that the policy aims to push customers to use online “digital self-solve” support instead. According to the memo, callers are warned about high call volumes and encouraged to hang up and visit HP’s website for assistance.
The move is seen as a cost-cutting measure to reduce warranty costs and eventually shift to AI-powered customer support. While this may be beneficial in the long run, customers currently prefer human-delivered service. The policy applies to UK, Ireland, France, Germany, and Italy, but its scope remains unclear.
This new approach by HP is not surprising, given the complexity of navigating automated call systems for actual human support. By implementing a clear warning about wait times, HP aims to deter customers from waiting on hold. However, some may view this as an attempt to hide the fact that paid humans are more expensive than providing online solutions.
Source: https://www.pcgamer.com/hardware/if-you-ever-got-the-feeling-a-customer-support-line-is-intentionally-keeping-you-on-hold-in-the-hope-youll-go-away-it-turns-out-the-hp-is-doing-precisely-that-with-a-minimum-15-wait