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HP realizes that mandatory 15-minute support call wait times isn’t good support
HP rescinds European support call strategy due to “feedback.”…
In an odd approach to trying to improve customer tech support, HP allegedly implemented mandatory, 15-minute wait times for people calling the vendor for help with their computers and printers in certain geographies. The publication cited internal communications it saw from February 18 that reportedly said the wait times aimed to "influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.”
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