Report: Customer service HP deliberately hit consumers with mandatory 15 -minute reception

HP deliberately served customers in many countries with compulsory waiting time 15 – minute during the customer service process, reports the Register.

An automated voice message told all the callers: “We are experiencing longer waiting times and apologizing for the concern. The other available representative will be with you for about 15 minutes. “

Reception times were suspected to have been applied no matter how busy the firm’s customer service team was actually and touched the UK caller, Ireland, France and Italy. The decision, presented on Tuesday, February 18, is suspected of helping “the influence of customers to increase their own approval -digital resolution” as a faster way to solve their problems, according to an internal memorandum leaked by register. For example, nuding customers to check the HP support site or using their chatbot he.

HP has now removed the mandatory waiting time, according to an official statement shared with the register, saying the decision to return was based on “initial reactions”, adding that “we know the importance of speaking to service agents of direct customers at the right time is primary. “

The company itself has accepted the strong disappointment that dysfunction printers can bring. HP’s “less hated” advertising campaign, which was broadcast in some European countries, actually showed a woman throwing her HP printer from the window to anger.

HP may not be the only company we see asking to remove callers away from Call Center employees towards him. At the end of last year, Amazon wrapped a new set of he’s features for his well -known calling software Amazon Connect, which helps firms manage customer service teams. The update allowed users to create, modify and manage the conversational bots of it, potentially reducing access to companies that want to include chatbots in their customer service strategies.

The controversy comes as HP is in the process of switching to a pattern based on reconciliation, rather than selling printers and paint individually. HP All – in Plan offers customers a new printer and cartridge supply for a fixed monthly fee, which can range from as low as 0.99 to $ 60.99 for business packages. The new service, presented in February 2024, offers “24/7 pro support”, as well as the next day’s replacements for the wrong printers.

But if the idea of ​​a subscription printer doesn’t care, and if you want to try new printers outside the HP portfolio, PCMag has joined a list of some good options.

About Will McCurdy

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I’m a reporter covering the weekend news. Before joining the PCMag in 2024, I chose bylines at BBC News, The Guardian, The Times of London, The Daily Beast, Vice, Slate, Fast Company, The Evening Standard, I, Techradar and Decrypt Media.

I was a PC gamer after you had to install games from many CD-ROM by hand. As a reporter, I am passionate about the intersection of technology and human life. I have covered everything, from cryptocurrency scandals in the art world, as well as conspiracy theories, UK politics, and Russia and foreign affairs.

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