Escalation

Hello Rick,

As I stated previously, we cannot provide any further solution to you at this time.

My team and I work directly on behalf of the Executives of the company, making this the highest point of escalation within the company. There will be no further elevation or transfer.

Regards,

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

From: Rick Barnett <[customer email]>
Sent: Friday, August 8, 2025 1:06 PM
To: Lores, Enrique <[HP email redacted]>
Subject: Subject: Follow-Up: HP Warranty Exchange – Case #5144181121

Mr. Lores,
I am following up on my message from earlier this week regarding my warranty exchange request.
As mentioned, I was issued a refund, instead of the requested exchange, for a laptop that HP’s own policy states should be replaced. I’m not seeking special treatment — only what was promised under your warranty terms.
Your March 2025 quote about “doing the right thing by our customers” is what gave me confidence in reaching out directly. I’m hopeful this can be resolved quickly with your oversight.
Please let me know if this is being reviewed.
Thank you,
Rick Barnett

Dear Secretary to the Board of Directors,
I am submitting the attached formal request for board oversight regarding a warranty policy compliance failure that requires immediate attention.
This matter involves documented violations of HP's published warranty commitments by multiple HP representatives across departments, including Executive Escalations. The evidence demonstrates a clear disconnect between HP's public policy statements and operational execution, creating governance risk that warrants board-level review.
The attached documentation includes:

  *   Formal board request with chronological evidence
  *   Supporting email correspondence from HP executives
  *   Exchange approval and cancellation documentation

This case involves HP's failure to honor published warranty policy despite confirmed product defects, approved exchanges, and available replacement inventory. HP representatives have provided written acknowledgments of policy obligations while simultaneously refusing to fulfill them.
I respectfully request the Board's attention to ensure HP's operational practices align with published customer commitments and corporate governance standards.
If you believe more information or access to all of the emails is required, please advise.
Thank you for your consideration of this matter.
Respectfully,
Rick Barnett

Recipients shown to document who was notified. The letter's text is available to journalists on request.

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]

From: Dave Shull <[HP email redacted]>
Sent: 07 November 2025 07:54
To: Global Executive Escalations <ecr-executive@hp.com>
Subject: From LinkedIn post

Your accomplishments are admirable, Dave. It’s a shame HP doesn’t follow your example of integrity and accountability. If leadership lived by the values you celebrate, HP would honor its own exchange policy instead of ignoring it. Case #5144181121.

Get Outlook for iOS

From: ECR-MGRS <ecrmgr@hp.com>
Sent: February 9, 2026 4:28 PM
To: [customer email] <[customer email]>
Subject: FW: Case #5144181121 | Approved Exchange Reversed After Return Received

Hello Rick,

We have made our position clear on the matter of your complaint.

Your order was returned and refunded, and as such is closed.

HP and HP.com reserve the right to close/cancel any HP.com orders at any time for any reason.

No other action can or will be taken on your previous order, including replacement.

If you have any further comments, complaints, or questions, please provide them to our team directly.

If you wish to proceed with a new order, please let us know and we'd be happy to get this setup.

Regards,

ECR Executive Escalations

Global Executive Escalations

HP Inc.

USA

From: Rick Barnett <[customer email]>
Sent: Monday, February 9, 2026 4:23 PM
To: McQuarrie, David <[HP email redacted]>
Subject: Re: Case #5144181121 | Approved Exchange Reversed After Return Received