Who has already wondered if the waiting time on a call for consumer service was purposely inflated will be happy (or not) to know that HP was caught doing just that. The Register revealed that the company was making its users waiting for nothing to “encourage the use of digital channels.”
The site says it had access to a memorandum sent to HP employees, where it was said that there would be a change in automatic service, also known here in Brazil as URA.
“The goal is to influence customers to increase their adoption of the digital solution, a faster way to deal with their support issue,” says the memorandum, according to The Register. “This involves inserting a message into high volume calls to expect a delay in connecting an agent and offering digital solutions as an alternative.”
The message in the recording, mentioned above, offered an estimate of 15 minutes of waiting for the service, claiming many people in line, which could be considered an untruth. The documents obtained by the site point out that the extra wait was happening in the United Kingdom, Ireland, France, Germany and Italy.
HP gave up for the forced wait after the report
Basically confirming that it was actually making its customers waiting for nothing, HP spoke on the report. The company said that “the intention of this support offer was to offer more digital options to reduce the time to solve problems.”
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HP has even stated that many of its users “don’t know the digital options” they offer. Without effectively admitting that waiting was not truly necessary, the company concludes: “We will continue to prioritize time access to support over the phone and ensure that we are delivering an exceptional consumer experience.”
Now is the question if HP intended to expand the wait to other countries – and how many companies do not do that.
Fonte: The Register, Tom’s Hardware
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Source: https://www.adrenaline.com.br/tech/hp-estava-intencionalmente-obrigando-usuarios-a-esperarem-15-minutos-para-serem-atendidos/
