HP is under scrutiny for allegedly enforcing fake hold times on customer service calls, with users forced to wait a minimum of 15 minutes before being connected to an agent, regardless of call volume.
According to PC Gamer, the practice is designed to deter customers from seeking live support, encouraging them to rely on HP’s self-help resources instead. The longer users wait, the more likely they are to abandon the call and attempt troubleshooting on their own.
The report from The Register suggests that HP’s automated system enforces this delay for every caller, regardless of urgency or issue complexity. This has sparked outrage among users, particularly those needing immediate technical assistance for printer-related issues.
For many, HP printers have long been notorious for connectivity issues, ink subscription concerns, and sudden software blocks on third-party cartridges. The Telegraph reported that many customers who reach a live agent after the imposed delay are simply redirected back to online troubleshooting guides—a move seen by many as a cost-cutting tactic rather than genuine support.
HP has not explicitly denied the allegations, but in a brief response, the company claimed it is focused on “optimizing service efficiency”. Critics argue that this approach unfairly penalizes customers who have already exhausted online troubleshooting options.
The controversy has ignited discussions on corporate responsibility in customer service. Some experts argue that deliberate hold times could damage HP’s reputation and drive consumers toward competing brands that offer more responsive support.
As more customers become aware of this alleged policy, HP could face increasing pressure to rethink its customer service strategy. If the backlash continues, it may be forced to abandon or at least modify its approach to handling customer inquiries.
For now, frustrated HP users are left waiting—literally and figuratively—for a response from the company.
