HP Adds 15-Minute Wait Time for Phone Support to Push Customers

Toward Online Solutions

HP’s new policy forces consumer PC and print customers to wait 15 minutes before speaking to a support agent, encouraging them to use digital self-solve tools instead.

In a move that has sparked controversy, HP Inc has introduced a mandatory 15-minute wait time for customers calling its support centers. The policy, which went into effect on February 18, 2025, is designed to push users toward online and digital support channels, such as HP’s self-solve tools and virtual assistant.

What’s Behind the 15-Minute Wait Time?

According to internal communications obtained by The Register, the new policy applies to consumer PC and print customers in the UK, Ireland, France, Germany, and Italy. HP plans to expand this policy to other regions in the near future.

When customers call HP’s support line, they are greeted with a message stating:

“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 support.hp.com to check out other support options or find helpful articles and assistant to get guided help by visiting virtualagent.hpcloud.hp.com.”

Customers who choose to stay on the line are reminded of the wait time at the 5th, 10th, and 13th minute marks.

HP’s Goal: Drive Digital Adoption

HP’s internal memo reveals the company’s objective:

“Encouraging more digital adoption by nudging customers to go online to self-solve,” and “taking decisive short-term action to generate warranty cost efficiencies.”

The company is tracking key metrics, including customer satisfaction, escalation rates, and the number of callers who abandon phone support in favor of digital channels like live chat or social media.

Mixed Reactions to HP’s New Policy

While some customers may not find a 15-minute wait time excessive, others have expressed frustration. An insider from HP’s European operations told The Register:

“Many within HP are pretty unhappy [about] the measures being taken and the fact those making decisions don’t have to deal with the customers who their decisions impact.”

The policy has drawn comparisons to the UK’s HMRC, which faced criticism for keeping callers on hold for a collective 798 years in the year leading up to March 2023.

Update: HP Reverses Course

Following backlash and media coverage, HP Inc has reversed its decision to enforce the 15-minute wait time. The company has not yet provided an official statement explaining the reversal.

What Do You Think?
Do you think companies should prioritize digital support over phone assistance, or is this move by HP a step too far? Share your thoughts in the comments below!