HP - Business Outrank

Hewlett-Packard (HP) has implemented a controversial policy that is a clear theft from customers’ time – all customers are required to wait for at least 15 minutes before they can speak to a support representative. As The Register reports, this was done in order to gradually redirect users to live chat or social media support that, according to HP, are more effective. As the company aimed to enhance the quality of customer service with the help of the digital channels, the plan did not work as intended. The policy was unpopular with employees who believed that top management was making decisions without ever having to deal with customers directly. This lack of connection resulted in the discontent of the personnel who had to apply a policy that they regarded as unfair. HP explained that the 15-minute wait time was to offer more digital channels, in a bid to solve problems faster and thus cut on the overall expenditure of the warranty services. HP also set a recorded message to greet callers before the main menu, to inform the customers that wait times are long and that they should consider using the other support channels. It kept on repeating the message through the wait time in an attempt to reduce the number of calls. Although HP called the decision a temporary measure to enhance the usage of online support, many customers felt cheated by the long hold times. The company sought to enhance efficiency through this measure, but the feedback indicates that it may have been more detrimental than helpful.

What's Hot

HP’s Controversial 15-Minute Wait Time: Customers Feel Cheated

Govt Plans IPOs for State-Run Power Firms to Raise Funds for Expansion

Cheapest EV by Tesla in India to Cost ₹35-40 Lakh Despite Tax Cuts

Virus Susceptibility in Species: Study Reveals Surprising Findings

Effective Yoga Poses to Naturally Manage Blood Sugar Levels

Health Budgets Of States Fall Below 8%, Missing National Health Policy Targets

The Connection Between Diet and Organic Skincare – Foods for Healthy Skin

Priyanka Chopra’s Stunning Desi Look Steals the Spotlight at Her Brother’s Wedding Festivities

Jana Nayagan: Vijay Wields a Whip in Stunning 2nd Look Poster, Thrilling Fans

Assam’s Jatin Goswami Honored with Padma Bhushan for Sattriya Legacy

Vijay Vikram Singh Urgently Appeals for Respect Amidst Intense Backlash from Rajat Dalal Fans: ‘I Am Not Bigg Boss

Hindon: Incredible Air India Express Flights to Start from March 1 with Low Fares

Indian government approves Singapore Airlines bid to merge Vistara and Air India

Independence Day and Raksha Bandhan Fuel Airbnb Travel Rush

Virus Susceptibility in Species: Study Reveals Surprising Findings

Hindon: Incredible Air India Express Flights to Start from March 1 with Low Fares

Bachchan’s ₹83 Crore Duplex Sale Sparks Unbelievable Investment Growth

Kartik Aaryan’s Fitness Secret: How He Achieved a Stunning Transformation

Browsing: HP

HP’s Controversial 15-Minute Wait Time: Customers Feel Cheated

HP’s Controversial 15-Minute Wait Time: Customers Feel Cheated

Govt Plans IPOs for State-Run Power Firms to Raise Funds for Expansion

Cheapest EV by Tesla in India to Cost ₹35-40 Lakh Despite Tax Cuts

Crypto Theft Shocker: Bybit Suffers World’s Largest $1.5 Billion Ethereum Hack

Our Picks

HP’s Controversial 15-Minute Wait Time: Customers Feel Cheated

Govt Plans IPOs for State-Run Power Firms to Raise Funds for Expansion

Cheapest EV by Tesla in India to Cost ₹35-40 Lakh Despite Tax Cuts

Most Popular

HP’s Controversial 15-Minute Wait Time: Customers Feel Cheated

Harvesting Hope: Rahul Gandhi’s Empathy in Action with Farmers before 2024 Elections

Is Modi Afraid? Congress Leader Accuses PM of Targeting Rahul Gandhi

Subscribe to Updates

What's Hot

Browsing: HP