- HP apparently makes personal PC and printers buyers waiting 15 minutes on telephone calls
- Customers of the United Kingdom, Ireland, France, Germany and Italy are affected
- During the call, three other self-service reminders are played
With the rise of AI and the current financial difficulties on companies, we have seen companies leading users on the self -service regarding customer service, but HP is supposed to do something more drastic .
To prevent users from adding a burden to its customer service workers, HP will apply a minimum waiting time of 15 minutes for customers of PC consumers and domestic printer.
The register Said that the United Kingdom, Ireland, France, Germany and Italy have already made this change have been promulgated, and other countries could soon follow suit.
HP does not want you to talk to customer support
The objective behind HP’s decision to put in contact with unpleasant customer service seems to encourage customers to use digital self-service options in the first place.
According to The registerA voice at the start of the call can read the next available representative will be with you in about 15 minutes. »»
Reminders of the fifth, tenth and thirteenth minutes repeat the opinion of “high volume”, recalling customers online support alternatives.
HP would have declared in an internal memo that it was “encouraging a more digital adoption by pushing customers to go online to self-resolve” and to “take decisive measures in the short term to generate a profitability efficiency of guarantee”.
In other words, this is another cost reduction measure introduced by the company after having reduced its workforce by 10% in 2022.
An initiate within the HP European operations team said The register: “Many within HP are quite unhappy [about] The measures taken and the fact that those who make decisions do not have to deal with customers who have the impact of their decisions. »»
Techradar Pro asked HP to confirm whether it introduces an artificial waiting time at the start of customer service telephone calls and if this will happen in even more countries. We have not received an immediate response.
