HP Caught Deliberately Increasing Hotline Wait Times to 15 Minutes

HP has implemented a mandatory 15-minute wait time for customer support calls, aiming to push users toward online resources and digital channels for issue resolution.

According to internal documents reviewed by The Register, this change took effect on February 18 and currently affects customers in the UK, Ireland, France, Germany, and Italy, with a likely expansion to other regions.

An internal HP memo states that the policy applies to consumer PC and printer users in the EMEA region, with the primary goal of increasing digital service adoption by redirecting users to automated solutions.

When calling HP support, customers now hear the following message:

We are experiencing longer waiting times and we apologize for the inconvenience. The next available representative will be with you in about 15 minutes. To quickly resolve your issue, please visit our website to check out other support options or find helpful articles and assistant.

However, even when agents are available, the system intentionally enforces a 15-minute wait. Internal documents reveal that HP wants users to switch to digital channels, including social media and online chat, rather than relying on phone support.