HP Reverses Policy on 15-Minute Call Center Wait Times

The tech company faced backlash from customers and internal staff over a deliberate delay designed to push users toward digital support options.

HP introduced a mandatory 15-minute wait time for customer support calls on February 18 in several European countries, aiming to encourage the use of digital support channels.
The policy included automated messages suggesting customers visit HP's website or use AI-driven chat options to resolve issues more quickly.
The decision was met with widespread criticism from customers and internal staff, who reported frustration and dissatisfaction with the deliberate delays.
HP announced on February 21 that it would abandon the policy, citing initial customer feedback and the importance of timely access to live support agents.
The company stated it remains committed to improving customer service while emphasizing digital options as part of its broader strategy.