HP Inc has unexpectedly reversed its policy of forcing customers to wait for at least 15 minutes before receiving phone support. The change was implemented just last week, but after receiving criticism from both customers and employees, the company has backed down.
The new approach will allow customers in the UK, Ireland, France, Germany, and Italy to receive immediate assistance when calling HP’s customer service number. No longer will they be greeted with a message stating that there is a 15-minute wait time for their support query.
HP had implemented the policy as part of its effort to encourage customers to use digital self-solve options, such as online support forums and FAQs. The company claimed that this approach would help reduce costs and improve efficiency in its customer service operations.
However, many HP employees were reportedly unhappy with the new policy, citing concerns about the impact on their ability to provide effective customer support. It appears that customer feedback was also a significant factor in HP’s decision to reverse its stance.
The company has not provided an explanation for why it reversed its policy, but an update to its staff memo is expected to be posted soon. For now, customers who call HP’s customer service number can expect to receive immediate assistance and support from the company’s representatives.
Source: https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes