HP approved the exchange.
Then HP cancelled it.

Thank you for your reply with the additional information, I greatly appreciate it.

Regretfully I will not be able to proceed with your requested resolutions at this time since I do not have all of the information I need in order to best proceed.

As I mentioned, it looks like a return/exchange was setup for this unit, and the refund appears to have been processed on our side, which is why I am curious if you see the amount in your account yet.

I understand you are asking for the value of the notebook back, however that cannot be possible as you did not pay that amount. The cost of the device paid by you was $2589.00 USD (Unit), $222.65 (Tax) and both were refunded to you for a total refund amount of $2811.65 USD.

The exchange was not possible as the same model was out of stock at the time. This model may be back in stock currently, as seen here: https://www.hp.com/us-en/shop/pdp/hp-zbook-power-16-inch-g11-mobile-workstation-pc-wolf-pro-security-edition-p-a20h5ua-aba-1

What I can do is check with our Sales and Support team in order to determine what can be done to get you into this unit.

Thank you,

Josh Gonzales

Executive Escalations

HP Inc.

████ [phone]

[HP email redacted]

Hello Rick,

I completely understand where you are coming from and ideally, this unit should have been replaced when you reported the issues. However, since the model went out of stock, this complicated the process and led to the situation we are currently facing. One of the issues with this was also that when it comes to our business class/commercial class units, they do in fact have to be replaced with an exact same replacement, not a similar one.

I know the simple return & refund of your money spent was not what you were hoping for and not the ideal situation, and I assure you that is not how our Sales team would have preferred to resolve this as well.

I am contacting my colleagues within their organization today in order to explain the situation and see what can be done. They may be able to reach out to you and provide some additional information and see if we can find a unit that you may be interested in purchasing.

Please keep an eye out for them reaching out, and I will be sure to follow up with that team and you as soon as possible.

Thank you,

Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]

Hello Rick,

Whether or not it is consistent with typical/normal policy, we cannot retroactively change what happened.
It is a missed opportunity on our part, and I understand that.

However, as I stated, the transaction is closed.
It no longer matters if you feel it was mishandled because the item was returned and refunded, it is cancelled and cannot be reopened.
I understand that you would like the exchange the be reinstated/reopened, however that is simply not an option any longer, as I have stated multiple times.
It will not happen. Which is why I am trying to resolve this with you the best way we can.

I am trying my best to make this right with you, and get you the same unit, for the same price you paid, brand new from our store.
I do not understand your reluctance to proceed since we provided you with the funds to do so, and we have Sales support representatives standing by ready to assist you in placing this new order, yet you do not wish to move forward.

I cannot guarantee this unit will remain at this price for long, so while it is available, at this price, Id love for you to take advantage and get the same deal you got originally for a powerful unit at a great cost.

This is the best deal on this device, and this is the best resolution we can offer. Please let me know if you would like to proceed.

Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]

Hello Rick,

As we have stated many times, it is not possible to reinstate or reopen the return/exchange order as you have requested.

Regretfully, it seems that we have reached an impasse and can no longer assist you.

You are free to take any and all action you see fit to get this issue resolved as that is your right as a consumer.
In order to help expedite your received responses, I wanted to let you know that the company Executives and BOD will forward any and all customer complaints to my team and I, and our options will not change. Any further action would have to be taken outside of HP Inc Support.

Should you change your mind and proceed with the transaction, feel free to reply and let me know.
Otherwise, this will be archived with the Executive team and the BOD at the end of the business day on Monday, August 25th.

Thank you for your time,

Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]

Hello Rick,

I was going over the previous case notes and support history. I spoke with my colleague Josh, and he explained that you had already received a refund for the product via HP shopping. I understand that you had purchased a new Z Book from HP Shopping (Order (H363491746) (SN: ████ [serial])   on May 5th. Shortly after, you reported a CPU failure and contacted HP shopping to request a replacement. A Return/Exchange order was setup, and the product was returned. After the unit was returned, the replacement order was cancelled due to the model being Out of Stock. As there was no stock available, a refund was provided to you at the time.

The most recent and final offer to you was to have a HP shopping representative contact you and assist in placing a new order for the same unit at the same price as your initial order. Unfortunately, the model A20H5UA#ABA is out of stock and is no longer available.

Regards,

Sam Hayre
Executive Escalations Manager- Americas
Email - [HP email redacted]