- HP apparently makes 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 memories are played
With the increase in AI and ongoing financial matches that affect companies, we have seen companies direct users down the self-route when it comes to customer service, but HP is assumed to make something even more drastic.
To prevent users from adding a burden to their customer service staff, HP allegedly enforces a 15-minute minimum wait for consumer PC and home printer customers.
Registered Says Britain, Ireland, France, Germany and Italy have already had this change adopted and other countries could soon follow.
HP doesn’t want you to talk to customer support
The goal behind HP’s decision to get in touch with customer service unpleasant seems to be to encourage customers to use digital self -service opportunities in the first place.
According to RegisteredA voice at the beginning 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 of the fifth, tenth and thirteenth minute repeat the message ‘High Volume’ that reminds customers of online support alternatives.
HP allegedly said in an internal memo that it is: “Encouraging more digital adoption by pushing customers to go online for self -solution” and “take crucial short -term action to generate warranty cost efficiency.”
In other words, it is yet another cost -saving measure introduced by the company after reducing its number of employees by 10% in 2022.
An insider within HPS European Operation Team told Registered: “Many within HP are pretty unhappy [about] The measures taken and the fact that those who make decisions do not need to tackle the customers that their decisions are affecting. “
Techradar Pro has asked HP to confirm if it introduces an artificial wait at the beginning of customer service telephone calls and whether this will happen in even more countries. We did not receive an immediate response.
