File 09

Status: unresolved

482

Days since HP approved the exchange

HP's current position

“No other action can or will be taken on your previous order, including replacement.”

ECR Executive Escalations (team inbox) · February 9, 2026

From: ECR Executive Escalations <ecrmgr@hp.com>
To: Rick Barnett
Sent: February 9, 2026, 4:09 PM PST
Subject: RE: Case #5144181121 | Approved Exchange Reversed After Return Received

Hello Rick,

We have made our position clear on the matter of your complaint. No additional information will be provided.

Your order was returned and refunded, and as such is closed.
HP and HP.com reserve the right to close/cancel any HP.com orders at any time for any reason.
No other action can or will be taken on your previous order, including replacement.

If you have any further comments, complaints, or questions, please provide them to our team directly.
If you wish to proceed with a new order, please let us know and we'd be happy to get this setup.

Regards,

ECR Executive Escalations
Global Executive Escalations
HP Inc.
USA

From: Rick Barnett <[customer email]>
Sent: Monday, February 9, 2026 5:08 PM
To: ECR-MGRS <ecrmgr@hp.com>
Subject: Re: Case #5144181121 | Approved Exchange Reversed After Return Received

Rick Barnett here.
You just responded from ECR to an email addressed to David McQuarrie
Two direct questions:

  1.  Confirm, in writing, whether David McQuarrie personally received my email dated Feb 9, 2026, or whether ECR intercepted it and responded without his review.

  1.  Provide the full name, title, and business unit of the accountable decision-maker who authorized cancelling the approved exchange on July 18, 2025 after HP received the defective unit.

What a fair resolution looks like

Honor the policy

A current same-or-similar HP ZBook workstation, as HP's published exchange policy promises.

Sam Hayre, HP's Executive Escalations Manager, wrote that the original model “is out of stock and is no longer available.” That leaves one way for HP to keep its written word: a similar, current model.

Show the original · EX-25

EX-25 · originalOpen full exhibit ↗

From: Sam Hayre, Executive Escalations Manager – Americas, HP Inc.
To: [customer email]
Sent: November 11, 2025, 4:25 AM PST
Subject: FW: From LinkedIn post

Hello Rick,

I was going over the previous case notes and support history. I spoke with my colleague Josh, and he explained that you had already received a refund for the product via HP shopping. I understand that you had purchased a new Z Book from HP Shopping (Order (H363491746) (SN: ████ [serial])   on May 5th. Shortly after, you reported a CPU failure and contacted HP shopping to request a replacement. A Return/Exchange order was setup, and the product was returned. After the unit was returned, the replacement order was cancelled due to the model being Out of Stock. As there was no stock available, a refund was provided to you at the time.

The most recent and final offer to you was to have a HP shopping representative contact you and assist in placing a new order for the same unit at the same price as your initial order. Unfortunately, the model A20H5UA#ABA is out of stock and is no longer available.

Regards,

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

HP can resolve this at any time. If it does, this page will say so first.