HP Drops Controversial 15-Minute Customer Support Wait Policy

The company faced backlash after imposing mandatory delays to push users toward digital support options.

HP implemented a 15-minute minimum wait time for customer support calls in several European countries on February 18, 2025.
The policy aimed to encourage customers to use digital support tools, such as the HP website and virtual assistant, by creating artificial delays.
Internal memos revealed the wait time was not due to high call volumes but was designed to reduce customer reliance on live agents and cut warranty costs.
The move sparked significant criticism from customers and HP's own staff, who expressed frustration over the decision and its impact on service quality.
HP quickly abandoned the policy following public and internal backlash, emphasizing its commitment to timely access to live support in future statements.