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.

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.