Faster than a speeding toner cartridge: HP’s about-turn on 15-minute wait time.
Last Thursday, The Recycler published an opinion piece on HP’s baffling decision to introduce a 15-minute delay before customers could speak to a human support agent. The same day, HP pulled the 15-minute delay, reversing course in record time.
According to various trade media outlets, HP quietly scrapped the policy after a wave of criticism from customers and industry observers. The delay, introduced under the guise of encouraging self-service troubleshooting, sparked frustration among users who rely on direct support for technical issues. While HP claimed the move was about improving efficiency, the decision was widely seen as an unnecessary hurdle designed to push customers toward automated solutions—rather than providing the assistance they actually needed.
This rapid reversal underscores HP’s history of bold but often unpopular decisions. From firmware updates that disable third-party cartridges to controversial subscription-based printing models, the company has repeatedly found itself at odds with customers and the wider industry. The 15-minute delay may be gone, but the episode raises bigger questions: Was HP testing the waters for future support restrictions? And just how much pushback does it take for the company to listen?
One thing is certain: This U-turn was faster than a speeding toner cartridge. But whether HP has learned a lesson from it remains to be seen.
