HP has reversed a controversial policy that forced 15-minute wait times for customer support calls in Europe. The company implemented mandatory holding periods for callers from the UK, France, Germany, Ireland, and Italy, aiming to push customers toward digital self-service options. The policy was revealed through internal communications obtained by The Register.

Customers faced scripted delays even when call volumes were low, hearing messages about longer wait times and being directed to online support resources. The phone system would remind callers of alternative options at the fifth, 10th, and 13th minutes of their wait. This approach sparked internal discontent, with HP employees reportedly unhappy about decisions made by executives who don't interact directly with affected customers.

HP spokesperson Katie Derkits confirmed the company has lifted the mandatory wait times, stating they're "always looking for ways to improve our customer service experience." The company acknowledged that timely access to live agents remains paramount for customer satisfaction. HP didn't specify when the policy was removed, but the reversal suggests the company recognized the strategy's negative impact on customer relations.