HP's 15-Minute Phone Wait: Forcing Customers Online?
2025-02-20
HP Inc. is implementing a minimum 15-minute wait time for phone support in several European countries for consumer PC and print customers. This is a deliberate strategy to drive customers towards online support channels and reduce warranty costs. Internal sources express concern, highlighting the disconnect between decision-makers and the impacted customers. While HP claims to monitor customer satisfaction metrics, the move is likely to push some customers towards alternative support methods like social media or live chat.