HP's 15-Minute Mandatory Wait Times for Tech Support Backfire Spectacularly
2025-02-21
HP implemented a controversial policy of forcing 15-minute wait times on tech support calls in several European countries. The goal was to push customers towards online self-service options. However, the policy backfired, causing significant customer frustration and internal backlash. After facing criticism, HP reversed the policy, admitting that timely access to live support was paramount. The incident highlights a disconnect between management decisions and the impact on both customers and employees.
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