HP has backtracked on a plan to arbitrarily force users to wait 15 minutes to talk with support staff in an effort to force them to use digital support options.

HP announced its plans on February 18, implementing the program in France, Germany, Ireland, Italy, and the UK. Unsurprisingly, the news sparked outrage, both inside and outside the company.

According to The Register, HP has abandoned the program, citing “feedback.”

“We’re always looking for ways to improve our customer service experience. This support offering was intended to provide more digital options with the goal of reducing time to resolve inquiries.

“We have found that many of our customers were not aware of the digital support options we provide. Based on initial feedback, we know the importance of speaking to live customer service agents in a timely fashion is paramount. As a result, we will continue to prioritize timely access to live phone support to ensure we are delivering an exceptional customer experience.”

The announcement is good news for HP customers, and should serve as a warning to companies looking to implement gimmicks that undermine their customer service.