HP recently faced backlash for allegedly imposing mandatory 15-minute wait times on tech support calls in Europe. The controversial move aimed to push customers towards digital self-service solutions, as indicated by internal communications. Callers, even when support agents were available, were subjected to the forced delays alongside reminders of online help options. After receiving negative feedback and scrutiny, HP has lifted these mandatory wait times, acknowledging customers' preference for live support while emphasizing their digital assistance resources.
The waiting periods aimed to influence customers to adopt digital self-help solutions, offering a method to expedite their troubleshooting experience without immediate agent interaction.
HP's approach involved mandatory hold times and regular reminders of available digital options, which some customers perceived as frustrating rather than helpful.
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