Hello Rick,

Thank you for confirming that you have been receiving my messages.

Please note that this transaction has already been closed, that is why we cannot process an exchange any longer.
There is no way for us to re-open/reinstate the order/exchange since it has been refunded to you and has been closed.
This cannot be considered an exchange or replacement any longer since you do not have an HP device to exchange or replace any longer.
You were refunded for the device you purchased which is the end of the transaction.

I understand that we failed to meet your expectations for an exchange/replacement.
I understand that ideally, a replacement could have been a solution.
However, at this point in time, that is simply no longer an option. It cannot be done.
I would be happy to process it if it were possible, but it is not any longer.

We are trying to help get you back into the model that you originally purchased, for the same purchase price.

Since I cannot redo the exchange/replacement, I am doing what I can do and am trying to get you back into the same unit you had, for the same price.

This is an option for you right now. We refunded you the amount that you can use toward this new transaction, it would be exactly the same as the first transaction. I can even have my sales team call you and walk you through it today if you would like.

If you have a reluctance to this unit or the price you paid, please let me know and we can try and help make this easier.

Thank you and I look forward to hearing from you,

NOTE:
Link to HPs Warranty: https://www.hp.com/us-en/privacy/limited_warranty.html
“In the unlikely event that your HP Hardware Product has recurring failures or HP determines it is unable to repair or replace the HP Hardware Product, HP, at its option, may elect to provide you with (a) a replacement unit selected by HP that is the same or functionally equivalent to your HP Hardware Product in performance or (b) to give you a refund or credit of your purchase price or lease payments (less interest) instead of a replacement”

Link to HP Store: https://www.hp.com/us-en/shop  Scroll to bottom > Site Disclaimers
HP reserves the right to cancel orders arising from pricing or other errors

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