Regardless of how busy HP's customer service line was, callers would be told HP was 'experiencing longer waiting times,' in a bid to push people toward HP's website and chatbot.

Callers were then told to “please stay on the line” if they wanted to speak to a representative. The phone system was also set to remind customers of their other support options and to apologize for the long (HP-induced) wait times upon the fifth, 10th, and 13th minute of the call.