HP realizes that mandatory 15-minute support call wait times isn’t good support
Callers were then told to “please stay on the line” if they wanted to speak to a representative. The phone system was also set to remind customers of their other support options and to apologize for the long (HP-induced) wait times upon the fifth, 10th, and 13th minute of the call.
Intentional waiting times on the phone: HP retracts support strategy
Callers to HP support were deliberately put on hold for at least 15 minutes. It wasn't just the callers who didn't like this.
HP Axes Policy That Made People Wait 15 Minutes for All Customer Service Calls
Regardless of how busy HP's customer service line was, callers would be told HP was 'experiencing longer waiting times,' in a bid to push people toward HP's website and chatbot.
Report: HP Customer Service Deliberately Hit Consumers with Mandatory 15‑Minute Waits
HP has now reversed the move, citing 'initial feedback' and 'the importance of speaking to live customer service agents in a timely fashion.'
HP imposes 15-minute mandatory hold time for phone support, quickly backtracks
British tech news site The Register reported on Thursday about a new policy instituted for HP telephone support. Beginning on February 18th, all callers in the UK, Ireland, France, Germany, and Italy started receiving a message that their wait time would be fifteen minutes,
HP intentionally made each customer wait 15 minutes on support calls. Here's why
Hewlett-Packard intentionally made their customers wait for a minimum of 15 minutes on calls, according to a report by The Register.
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