HP's 15-Minute Wait Time for Support Calls: A Failed Experiment in Customer Service

HP's Controversial Support Call Policy

In an unusual move to enhance customer tech support, HP implemented mandatory 15-minute wait times for callers seeking assistance with their computers and printers in certain European countries, including the UK, France, Germany, Ireland, and Italy. This strategy aimed to encourage customers to utilize digital self-service options instead of speaking directly with a representative.

During these calls, customers were met with a message stating:

We are experiencing longer waiting times and we apologize for the inconvenience. The next available representative will be with you in about 15 minutes.
They were also encouraged to visit support.hp.com for alternative solutions.

Feedback and Policy Change

Following customer feedback, HP has rescinded this policy. Katie Derkits, an HP spokesperson, stated:

We have found that many of our customers were not aware of the digital support options we provide. Based on initial feedback, we know the importance of speaking to live customer service agents in a timely fashion is paramount.
Due to this feedback, HP is now prioritizing timely access to live phone support, aiming to deliver an exceptional customer experience.

Internal Dissatisfaction

Despite the official statement, some HP employees expressed dissatisfaction with the mandatory wait times, suggesting that decision-makers were disconnected from the realities faced by customers. An anonymous insider commented:

Many within HP are pretty unhappy [about] the measures being taken and the fact those making decisions don't have to deal with the customers who their decisions impact.