The story
In my own words. Under each paragraph, open the original HP document it rests on.
Background
In May 2025 I bought an HP ZBook Power 16 G11 mobile workstation from HP.com for 3D rendering work. It was delivered on May 12, 2025. I paid $2,589.00 plus $222.65 tax, on sale from HP's listed price of $6,642.00.
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The issue
Within the first month the workstation began freezing, with GPU-level display glitching and unstable I/O. On June 10, day 29 of HP's 30-day return window, I emailed HP Tech Support a photo of the screen and asked for a replacement.
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To: [HP support agent]; hpservicesupport@hp.com
Sent: June 10, 2025, 5:41 PM PDT
Subject: Barnett G11 Replacement
Hi [HP support agent],
This message confirms my formal request for a full replacement of my HP ZBook G11 (Model A20H5UA#ABA, Serial ████ [serial]), now logged under Case #5144181121.
As detailed in our previous interactions and case #5144168538, the laptop exhibited freezing, GPU-level glitching, and unstable I/O behavior prior to the BIOS update. Per HP policy and within the return window, I expect this exchange to be processed immediately.
Please confirm dispatch and next steps without delay.
Thank you,
Rick Barnett
Order #: H363491746The next day HP created exchange order H302745221 and sent me a FedEx return label. HP's confirmation read: “Once we receive your return, your new order will be processed.”
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Seeking a remedy
I returned the workstation as instructed. On July 18, HP cancelled the exchange and refunded me instead. The cancellation email gave no reason.
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Over the following weeks HP gave a series of different explanations: out of stock, an exact-match rule for business units, the cost of a discount, and that a refunded item cannot be replaced. Josh Gonzales of HP Executive Escalations wrote that “ideally, this unit should have been replaced when you reported the issues.”
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To: Rick Barnett
Sent: July 25, 2025, 2:52 PM PDT
Subject: RE: Barnett/████ #5144181121
Hello Rick,
I completely understand where you are coming from and ideally, this unit should have been replaced when you reported the issues. However, since the model went out of stock, this complicated the process and led to the situation we are currently facing. One of the issues with this was also that when it comes to our business class/commercial class units, they do in fact have to be replaced with an exact same replacement, not a similar one.
I know the simple return & refund of your money spent was not what you were hoping for and not the ideal situation, and I assure you that is not how our Sales team would have preferred to resolve this as well.
I am contacting my colleagues within their organization today in order to explain the situation and see what can be done. They may be able to reach out to you and provide some additional information and see if we can find a unit that you may be interested in purchasing.
Please keep an eye out for them reaching out, and I will be sure to follow up with that team and you as soon as possible.
Thank you,
Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]Instead of completing the exchange, HP offered to sell me the same model again as a new purchase.
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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]Show the original · EX-20
To: [customer email]
Sent: August 21, 2025, 12:11 PM PDT
Subject: RE: Case #5144181121 — Exchange Approved, Then Canceled Without Justification
Hello Rick,
I wanted to follow up with you as I mentioned, the price may not remain what it is beyond this week.
I understand your disappointment thus far, but I am doing what I can to rectify that for you.
We can get you the same unit at the same price today if you would like, simply reply and let me know.
If you have any other questions or concerns, please let me know.
Regards,
Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]Escalation
I wrote to HP's then-CEO, Enrique Lores, its Chief Legal Officer and General Counsel, Julie Jacobs, its Board of Directors and its Chief Commercial Officer, David McQuarrie. The replies came back from HP's Executive Escalations team, which told me that “the company Executives and BOD will forward any and all customer complaints to my team and I, and our options will not change.”
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To: [customer email]
Sent: August 21, 2025, 5:08 PM PDT
Subject: RE: Case #5144181121 — Exchange Approved, Then Canceled Without Justification
Hello Rick,
As we have stated many times, it is not possible to reinstate or reopen the return/exchange order as you have requested.
Regretfully, it seems that we have reached an impasse and can no longer assist you.
You are free to take any and all action you see fit to get this issue resolved as that is your right as a consumer.
In order to help expedite your received responses, I wanted to let you know that the company Executives and BOD will forward any and all customer complaints to my team and I, and our options will not change. Any further action would have to be taken outside of HP Inc Support.
Should you change your mind and proceed with the transaction, feel free to reply and let me know.
Otherwise, this will be archived with the Executive team and the BOD at the end of the business day on Monday, August 25th.
Thank you for your time,
Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]David McQuarrie personally committed to follow up, and wrote that he would “ensure that this is getting closed satisfactorily.” It was not.
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Where things stand
In February 2026, HP's Executive Escalations team wrote: “No additional information will be provided.” and “No other action can or will be taken on your previous order, including replacement.”
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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.
It was never about the price. HP approved an exchange in writing, received the defective unit, then refused to complete it. A refund and a sales offer are not the exchange HP's policy promises.
I am asking HP for one thing: honor its published policy with a current same-or-similar ZBook workstation.