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