File 04
HP's policy
HP's words, quoted exactly, beside what happened.
HP.com returns & exchanges — “Exchanges”
The promise
Live page ↗“If you have received a damaged or defective item, we will send you a replacement for the same or similar product.”
HP.com, retrieved October 6, 2026
The same promise, as it read in 2025 (“a replacement of the same or similar product”), was quoted to HP's Board of Directors on August 15, 2025. HP has never disputed it.
Show the original · EX-15
EX-15 · originalOpen full exhibit ↗
From: Rick Barnett (customer)
To: bod@hp.com
Sent: August 15, 2025, 9:18 AM PDT
Subject: Board Oversight Request — Warranty Policy Compliance & Risk to Customer Trust
To: bod@hp.com
Sent: August 15, 2025, 9:18 AM PDT
Subject: Board Oversight Request — Warranty Policy Compliance & Risk to Customer Trust
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
HP's published policy makes no exception for stock levels or product class.
HP's limited warranty, as quoted by HP
When HP says a refund is allowed
EX-17
“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”
EX-17 · originalOpen full exhibit ↗
From: Josh Gonzales, Executive Escalations, HP Inc.
To: [customer email]
Sent: August 20, 2025, 12:16 PM PDT
Subject: RE: Escalation Path & Evidence: Warranty Policy Non-Compliance — Case #5144181121
To: [customer email]
Sent: August 20, 2025, 12:16 PM PDT
Subject: RE: Escalation Path & Evidence: Warranty Policy Non-Compliance — Case #5144181121
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]“Recurring failures”?
One defect, reported once, within the first month.
Show the original · EX-03
EX-03 · originalOpen full exhibit ↗
“Unable to repair or replace”?
Twenty-five minutes after “out of stock,” HP linked the same model. In August HP offered to sell the same unit again.
Show the original · EX-09
EX-09 · originalOpen full exhibit ↗
From: Josh Gonzales, Executive Escalations, HP Inc.
To: Rick Barnett
Sent: July 21, 2025, 10:04 AM PDT
Subject: RE: ESCALATION – Urgent Action Required | Case #5144181121
To: Rick Barnett
Sent: July 21, 2025, 10:04 AM PDT
Subject: RE: ESCALATION – Urgent Action Required | Case #5144181121
Thank you for your reply with the additional information, I greatly appreciate it.
Regretfully I will not be able to proceed with your requested resolutions at this time since I do not have all of the information I need in order to best proceed.
As I mentioned, it looks like a return/exchange was setup for this unit, and the refund appears to have been processed on our side, which is why I am curious if you see the amount in your account yet.
I understand you are asking for the value of the notebook back, however that cannot be possible as you did not pay that amount. The cost of the device paid by you was $2589.00 USD (Unit), $222.65 (Tax) and both were refunded to you for a total refund amount of $2811.65 USD.
The exchange was not possible as the same model was out of stock at the time. This model may be back in stock currently, as seen here: https://www.hp.com/us-en/shop/pdp/hp-zbook-power-16-inch-g11-mobile-workstation-pc-wolf-pro-security-edition-p-a20h5ua-aba-1
What I can do is check with our Sales and Support team in order to determine what can be done to get you into this unit.
Thank you,
Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]Show the original · EX-16
EX-16 · originalOpen full exhibit ↗
From: Josh Gonzales, Executive Escalations, HP Inc.
To: [customer email]
Sent: August 18, 2025, 9:58 AM PDT
Subject: RE: Inmail from Rick B.
To: [customer email]
Sent: August 18, 2025, 9:58 AM PDT
Subject: RE: Inmail from Rick B.
Hello Rick,
My teammate Sam let me know that you have been trying to reach out to get this situation addressed and resolved.
I was able to speak with our Sales team this morning, and it looks like the unit you purchased is back in stock and on a sale currently.
Here is a link to the product: https://www.hp.com/us-en/shop/pdp/hp-zbook-power-16-inch-g11-mobile-workstation-pc-wolf-pro-security-edition-p-a20h5ua-aba-1
Price: $2978.80
What we can do, is assist you in processing this purchase/transaction, and should you wish to proceed, we will also provide you with an additional $100 off of your order cost.
As you were refunded $2811.65 for your previous order, this would bring the new transaction to virtually the same cost.
Should you wish to proceed with this new transaction, I will let our Sales team know and they will reach out to you to assist.
I will also be sure to let them know to apply any other credits/discounts we can to see if we can get the cost to you as close as possible to your original order.
Please let me know if you have any questions or concerns.
Thank you,
Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]HP's words vs. HP's actions
Side by side
EX-05
“Once we receive your return, your new order will be processed.”
EX-05 · originalOpen full exhibit ↗
EX-07
“Cancelled, credit issued”
EX-07 · originalOpen full exhibit ↗
EX-13
“We will not be sending a unit to you at no cost at this time.”
EX-13 · originalOpen full exhibit ↗
From: Josh Gonzales, Executive Escalations, HP Inc.
To: Rick Barnett
Sent: July 25, 2025, 4:03 PM PDT
Subject: RE: Barnett/████ #5144181121
To: Rick Barnett
Sent: July 25, 2025, 4:03 PM PDT
Subject: RE: Barnett/████ #5144181121
Hello Rick,
We cannot replace an item we have already refunded you for, which is why my Sales team needs to contact you in order to find a suitable replacement for purchase.
We will not be sending a unit to you at no cost at this time. This is because the refund has already been issued.
But because the refund has been issued, we'd like to find a similar model for a similar price, or as close as we can, and assist you in purchasing that.
I hope you understand. Our sales team let me know they attempted to reach you and were unsuccessful.
Please feel free to call them back when you get a chance.
Thank you,
Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]