HP Reverses 15-Minute Hold Policy for Support Calls Following Customer Backlash and Internal Discontent

On February 18, 2025, Hewlett-Packard announced a test aimed at transitioning customers with inquiries about laptops, PCs, and printers from the UK, Ireland, France, Germany, and Italy to a 15-minute hold time on their support line before connecting them to a live representative. As HP initially stated, the purpose of this was to promote the use of online communication channels for support. If successful, the company planned to extend this practice to its other regions. However, the test was concluded just a few days later due to internal confusion and customer complaints.

According to HP, the motivation behind the change was an attempt to enable users to resolve issues through online support. HP expressed, “Encouraging broader adoption of digital technologies by urging customers to use the Internet for self-resolution of issues” and “taking decisive short-term actions to improve warranty cost efficiency.”

Under the original plan, users who called the call center would hear a message indicating that the line was busy and that they should wait for 15 minutes. They were then encouraged to expedite the resolution process by searching for solutions through digital services, such as browsing similar issues on the support forum or chatting with a bot.

“To quickly resolve your issue, please visit our website at support.hp.com for other support options or to find helpful articles and a virtual assistant by going to virtualagent.hpcloud.hp.com,” HP informed users. For those opting to continue waiting, there was a prompt saying, “Please stay on the line.”

During the waiting period, voice notifications were played three times (at the 5th, 10th, and 13th minutes) informing the caller that the wait was extending and directing them again to alternative assistance sources.

Notably, the enforced waiting time was precisely 15 minutes, with the customer being informed about this only once at the start of the call.

This situation persisted for three days. Following a review of the project objectives, HP rescinded the decision in order to be more attuned to customer needs. The company acknowledged receiving numerous complaints from users and recognized that it is crucial for clients to have the ability to discuss their issues directly and promptly with support staff.

Additionally, HP support representatives expressed their dissatisfaction to the media regarding this unconventional approach, which had been implemented by senior management. It turned out that those managers, who do not have direct interactions with customers, were making decisions affecting company employees who indeed have metrics tied to customer satisfaction.

“We found that many of our customers were not aware of the digital support options we offer. Based on initial feedback, we understand that timely communication with customer support personnel is of utmost importance. As a result, we will continue to prioritize timely access to phone support to ensure exceptional customer service,” HP concluded.