HP is apparently forcing customer support callers to wait 15 minutes before talking to anyone

Back of opened lid of HP Chromebook Plus 15.6-inch on table with pink wall and plant in background

(Image credit: Future)

HP is apparently making personal PC and printer buyers wait 15 minutes on phone calls
Customers in the UK, Ireland, France, Germany and Italy are affected
During the call, three more self-service reminders are played

With the rise of AI and ongoing financial struggles impacting businesses, we’ve seen companies directing users down the self-self route when it comes to customer service, but HP is believed to be doing something even more drastic.

To prevent users from adding a burden onto its customer service workers, HP is reportedly enforcing a 15-minute minimum wait time for consumer PC and home printer customers.

The Register says the UK, Ireland, France, Germany and Italy have already had this change enacted, and other countries could soon follow suit.

HP doesn’t want you to talk to customer support

The objective behind HP’s decision to make getting in touch with customer service unpleasant appears to be to encourage customers to use digital self-service options in the first instance.

According to The Register, a voice at the start of the call reads: “We are experiencing longer waiting times and we apologize for the inconvenience. The next available representative will be with you in about 15 minutes.”

Reminders at the fifth, tenth and thirteenth minutes repeat the ‘high volume’ notice, reminding customers of online support alternatives.

HP reportedly said in an internal memo it is, “encouraging more digital adoption by nudging customers to go online to self-solve” and “taking decisive short-term action to generate warranty cost efficiencies.”

In other words, it’s yet another cost-cutting measure being introduced by the company after reducing its headcount by 10% in 2022.

One insider within HP’s European operations team told The Register: “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.”

“We're always looking for ways to improve our customer service experience," HP said in a statement to us. "This support offering was intended to provide more digital options with the goal of reducing time to resolve inquiries. 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. As a result, we will continue to prioritize timely access to live phone support to ensure we are delivering an exceptional customer experience."

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With several years’ experience freelancing in tech and automotive circles, Craig’s specific interests lie in technology that is designed to better our lives, including AI and ML, productivity aids, and smart fitness. He is also passionate about cars and the decarbonisation of personal transportation. As an avid bargain-hunter, you can be sure that any deal Craig finds is top value!