Dear Mr. Barnett,

Thank you, again, for sharing your concerns. We understand how important it is to feel supported when a product doesn’t meet expectations, and we appreciate your patience throughout this process.

We recognize that you were hoping for an upgraded replacement, and we truly value your loyalty and investment in HP. While we strive to do what’s right for every customer, we also have a responsibility to ensure that all resolutions are fair, consistent, and aligned with our policies.

In your case, HP approved a replacement of the same model and honored a full price match at that time — a resolution that reflects our commitment to integrity and customer satisfaction. We must also be mindful not to set precedents that could unintentionally impact future cases or create inconsistencies in how we serve our broader customer base.

Please know that your feedback has been heard and shared with our internal teams. We remain committed to improving our processes and ensuring that every customer feels respected and valued.
Regards,

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