HP reverses mandatory 15-minute support call wait times in Europe after backlash
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Summary
HP implemented a mandatory 15-minute wait time for customer support calls in several European countries (UK, France, Germany, Ireland, Italy) to push customers toward digital self-service options. After public backlash and reporting by The Register, HP rescinded the policy, citing "feedback" as the reason for the reversal.
Key quotes
· 3 pulledCallers from the United Kingdom, France, Germany, Ireland, and Italy were met with the forced holding periods
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-s'
HP rescinds European support call strategy due to 'feedback.'
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