According to The Register, HP put up a 15-minute waiting time for its customer service to encourage its customers to move to digital channels like the support.hp.com website or its virtual agent at virtualagent.hpcloud.hp.com. However, a subsequent report says that the company has canceled the policy due to customer and staff backlash.
HP recently instituted a mandatory 15-minute wait time for customers calling its hotline for service. The interactive voice response (IVR) says, “We are experiencing longer waiting times and we apologize for the inconvenience. The next available representative will be with you in about 15 minutes,” even if there’s no telephone queue.
