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]