HP’s Customer Service Blunder
Facepalm: HP is facing backlash after intentionally making customers wait for 15 minutes on technical support calls, a move even criticized by its own customer service staff.
Reports from The Register reveal that HP implemented a policy to make customers wait 15 minutes before reaching tech support, in an effort to steer them towards online self-support options. This change affected retail customers in the UK, Ireland, France, Germany, and Italy.
The company aimed to encourage customers to use digital support services by playing a message about high call volumes and directing them to the HP support websites. The automated system mentioned the 15-minute wait time at the beginning of the call, repeating it multiple times to discourage users from seeking human assistance.
HP faced backlash for prioritizing cost efficiencies over customer experience, with even its own employees expressing dissatisfaction with the decision. The company later backtracked on the policy, citing the importance of timely access to live phone support for an exceptional customer experience.
“We have found that many of our customers were not aware of the digital support options we provide. Based on initial feedback, we know the importance of speaking to live customer service agents in a timely fashion is paramount. As a result, we will continue to prioritize timely access to live phone support to ensure we are delivering an exceptional customer experience.”
While HP tried to spin the story in its favor, the incident serves as a reminder of the challenges technology companies face in balancing profit goals with customer satisfaction.
