HP realizes mandatory 15-minute support call wait times aren’t good support
Summary
Ars Technica reports that HP rescinded its mandatory 15-minute wait times for phone support in certain regions after feedback and coverage by The Register. The piece critiques the approach as counterproductive to customer experience, noting HP's prior marketing emphasis on digital self-help and 24/7 support, and quoting internal comments about leadership decisions. HP states the policy was intended to steer customers toward digital options, but acknowledges the need for timely live support going forward.