HP adds 15 minutes to all customer service phone calls: Difference between revisions
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*Their all-in-one printers restrict functionality like scanning when ink levels are low, forcing additional cartridge purchases<ref name="ink_requirements">{{cite web |url=https://wiki.rossmanngroup.com/wiki/HP_Printers_Ink_Requirements_Controversy |title=HP Printers Ink Requirements Controversy |publisher=Consumer Action Taskforce Wiki |access-date=2025-02-22}}</ref> | *Their all-in-one printers restrict functionality like scanning when ink levels are low, forcing additional cartridge purchases<ref name="ink_requirements">{{cite web |url=https://wiki.rossmanngroup.com/wiki/HP_Printers_Ink_Requirements_Controversy |title=HP Printers Ink Requirements Controversy |publisher=Consumer Action Taskforce Wiki |access-date=2025-02-22}}</ref> | ||
In this context, the phone support delay appears to be another method of channelling customers toward HP's preferred digital support options, which mitigate the company's exposure to speaking to angry customers, and answer for these policies. As acknowledged in internal documents, the policy was explicitly designed to "generate warranty cost efficiencies" and increase "digital adoption" by making phone support deliberately inconvenient.<ref name="register1">{{cite web |author=Kunert |first=Paul |date=2025-02-20 |title=HP deliberately adds 15 minutes waiting time for telephone support calls |url=https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/ |url-status=live |access-date=2025-02-22 |publisher=The Register}}</ref> The company's Chief Financial Officer Marie Myers has previously stated that customers spend 20% more when locked into HP's digital ecosystem compared to traditional transaction models.<ref name="register2">{{cite web |last=Kunert |first=Paul |date=2023-12-04 |title=HP exec says quiet part out loud when it comes to locking in print customers |url=https://www.theregister.com/2023/12/04/hp_printer_lockin/ |url-status=live |access-date=2025-02-22 |publisher=The Register}}</ref> | In this context, the phone support delay appears to be another method of channelling customers toward HP's preferred digital support options, which mitigate the company's exposure to speaking to angry customers, and answer for these policies. As acknowledged in internal documents, the policy was explicitly designed to "generate warranty cost efficiencies" and increase "digital adoption" by making phone support deliberately inconvenient.<ref name="register1">{{cite web |author=Kunert |first=Paul |date=2025-02-20 |title=HP deliberately adds 15 minutes waiting time for telephone support calls |url=https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/ |url-status=live |access-date=2025-02-22 |publisher=The Register |ref=Kunert2025-1}}</ref> The company's Chief Financial Officer Marie Myers has previously stated that customers spend 20% more when locked into HP's digital ecosystem compared to traditional transaction models.<ref name="register2">{{cite web |last=Kunert |first=Paul |date=2023-12-04 |title=HP exec says quiet part out loud when it comes to locking in print customers |url=https://www.theregister.com/2023/12/04/hp_printer_lockin/ |url-status=live |access-date=2025-02-22 |publisher=The Register}}</ref> | ||
==Artificial wait time implemented== | ==Artificial wait time implemented== | ||
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==HP's response== | ==HP's response== | ||
At first, HP declined to comment publicly on the implementation of this policy. However, after public exposure by ''The Register'' on February 20, 2025, & significant backlash from both customers & internal staff who were forced to deal with customers who were angry with the artificial 15 minute delay, HP reversed the policy on February 21, 2025.<ref name="register3">{{cite web |author=Kunert |first=Paul |date=2025-02-21 |title=HP ditches 15-minute wait time policy due to 'feedback' |url=https://www.theregister.com/2025/02/21/hp_ditches_15_minute_wait_time_call_centers/ |url-status=live |access-date=2025-02-22 |publisher=The Register}}</ref> | At first, HP declined to comment publicly on the implementation of this policy. However, after public exposure by ''The Register'' on February 20, 2025, & significant backlash from both customers & internal staff who were forced to deal with customers who were angry with the artificial 15 minute delay, HP reversed the policy on February 21, 2025.<ref name="register3">{{cite web |author=Kunert |first=Paul |date=2025-02-21 |title=HP ditches 15-minute wait time policy due to 'feedback' |url=https://www.theregister.com/2025/02/21/hp_ditches_15_minute_wait_time_call_centers/ |url-status=live |access-date=2025-02-22 |publisher=The Register |ref=Kunert2025-2}}</ref> | ||
In their statement announcing the reversal, HP claimed the initiative was ''"intended to provide more digital options with the goal of reducing time to resolve inquiries"'' and acknowledged that ''"speaking to live customer service agents in a timely fashion is paramount."''<ref name="register3" /> | In their statement announcing the reversal, HP claimed the initiative was ''"intended to provide more digital options with the goal of reducing time to resolve inquiries"'' and acknowledged that ''"speaking to live customer service agents in a timely fashion is paramount."''<ref name="register3" /> | ||