Opinion: HP’s 15-Minute Phone Support Delay
February 21, 2025
HP forces customers to wait 15 minutes for phone support—a deliberate move to cut costs?
Starting 18 February 2025, HP customers in the UK, Ireland, France, Germany, and Italy will face a mandatory 15-minute wait before they can speak to a human when calling HP support. This delay isn’t due to high demand or overwhelmed customer service teams but is reportedly part of a calculated effort to push users toward online self-service options.
This policy was first reported by The Register here, highlighting HP’s intent to reduce warranty-related costs by discouraging customers from seeking direct assistance. Instead of improving its customer service, HP appears to be making support harder to access, prioritizing cost-cutting over customer satisfaction.
A Strategy at the Expense of Customers
HP is a dominant player in the PC and printer markets, yet its latest decision risks alienating its user base. Phone support is often a last resort after self-help guides and online troubleshooting have failed. By forcing customers to wait 15 minutes before even beginning to explain their issue, HP is making an intentional trade-off: fewer direct support interactions in exchange for reduced operating costs.
HP cites high call volumes as a justification for this delay, but reports indicate that this is a strategic move rather than a necessity. The policy follows a broader trend in the tech industry, where companies increasingly rely on AI-driven solutions and automated responses to handle customer inquiries. While cost efficiency is a valid business goal, forcing artificial delays on customers can damage brand trust.
And while customers are waiting the obligatory 15 minutes, they can go online and buy a new or refurbished printer from another brand—just saying!
HP may achieve short-term savings with this policy, but the long-term risks are clear. In competitive markets, where customer loyalty is fragile, reducing access to human support could drive users toward alternative brands. Consumers expect reliable service for the products they purchase, and if HP fails to meet those expectations, it may face declining trust and customer retention.
This change was likely intended to roll out quietly, but customers can push back. Those who oppose the policy can express their dissatisfaction through reviews, direct complaints, and public forums. If enough customers voice their concerns, HP may be forced to rethink its approach.
Because no one should have to wait 15 minutes just to be heard.
Categories : World Focus
Tags : Customer Service HP Opinion Printers Telephone Support
