Honor/Your/Policy☰ Case index
File 02

Timeline

Every entry in order. Open “Show the original” under any entry to see HP’s actual email, with the quoted words highlighted. Times are Pacific.

Purchase, defect, approved exchange
  1. May 5, 2025
    Order H363491746 placed on HP.com: HP ZBook Power 16 G11 Mobile Workstation (SKU A20H5UA#ABA). HP MSRP $6,642.00. Paid $2,589.00 + $222.65 tax.
    Show the original · EX-01
    EX-01 · originalOpen full exhibit ↗
    HP.com order confirmation, Order H363491746
  2. May 12, 2025
    Delivered by FedEx. HP's return policy runs 30 days from the date of delivery.
    Show the original · EX-02
    EX-02 · originalOpen full exhibit ↗
    FedEx tracking: delivered May 12, 2025
  3. June 10, 2025 · 10:56 AM PT
    Photo of the defect (freezing, GPU-level display glitching) emailed to HP Tech Support. Day 29 of the 30-day window.
    Show the original · EX-03
    EX-03 · originalOpen full exhibit ↗
    Defect photo emailed to HP Tech Support
  4. June 10, 2025 · 5:41 PM PT
    Replacement requested under HP Case #5144181121.
    Show the original · EX-04
    EX-04 · originalOpen full exhibit ↗
    From: Rick Barnett (customer)
    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 #: H363491746
  5. June 11, 2025
    HP creates exchange order H302745221.
    “We received your exchange order. Once we receive your return, your new order will be processed.”
    Show the original · EX-05
    EX-05 · originalOpen full exhibit ↗
    HP: “We received your exchange order” (H302745221)
  6. June 11, 2025
    HP Store issues a FedEx return label, RMA FDX1RTR302745221.
    Show the original · EX-06
    EX-06 · originalOpen full exhibit ↗
    HP Store return label, RMA FDX1RTR302745221
  7. July 7, 2025
    Defective workstation dropped off at FedEx per HP's return label. HP later confirms in writing that the unit was returned (Nov 11, 2025).
    Customer account · no HP document
Cancellation and shifting explanations
  1. July 18, 2025
    HP cancels exchange order H302745221. No reason given.
    “Cancelled, credit issued”
    Show the original · EX-07
    EX-07 · originalOpen full exhibit ↗
    HP cancels exchange order H302745221
  2. July 18, 2025
    By phone, an HP supervisor says the order was cancelled because the model was out of stock and promises a callback within one hour. No callback.
    Customer account · no HP document
  3. July 21, 2025 · 9:39 AM PT
    Josh Gonzales, HP Executive Escalations:
    “it looks like that order was cancelled as that model is out of stock currently, and a refund was issued instead.”
    Show the original · EX-08
    EX-08 · originalOpen full exhibit ↗
    From: Josh Gonzales, Executive Escalations, HP Inc.
    To: Rick Barnett
    Sent: July 21, 2025, 9:39 AM PDT
    Subject: RE: ESCALATION – Urgent Action Required | Case #5144181121
    Hello Rick,

My name is Josh, and I am reaching out to you from HPs Executive Offices. I received your email today regarding your recent purchase of an HP ZBook and Id like to take a look and see what we can do to assist you.

According to your message and the previous HP.com orders, it looks like you purchased a ZBook on 5/5 which arrived with CPU issues. As such, it looks like return/exchange may have been initiated which led to the 2nd order you referenced H302745221. Unfortunately, it looks like that order was cancelled as that model is out of stock currently, and a refund was issued instead.

If you have received the refund amount, or if you are still waiting for the amount to come through to you, please let me know. In the meantime, I will reach out to our Sales team to understand more about what we can do to assist you going forward.

If you have any other questions or concerns, please reply and let me know.

Thank you and I look forward to hearing from you,

Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]
  4. July 21, 2025 · 10:04 AM PT
    Josh Gonzales, HP Executive Escalations, twenty-five minutes later, with a link to the same SKU on HP.com. Refund confirmed: $2,589.00 + $222.65 tax = $2,811.65.
    “This model may be back in stock currently”
    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
    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]
  5. July 22, 2025
    Josh Gonzales, HP Executive Escalations:
    “At this point, the return and refund has been completed, therefore no other resolutions are needed at this time.”
    Show the original · EX-10
    EX-10 · originalOpen full exhibit ↗
    From: Josh Gonzales, Executive Escalations, HP Inc.
    To: Rick Barnett
    Sent: July 22, 2025, 8:28 AM PDT
    Subject: RE: ESCALATION – Urgent Action Required | Case #5144181121
    Hello Rick,

I was able to review everything with our Sales team, and they let me know that the resolution will have to remain at what it is currently.

We refunded $2811.65 as that was the amount actually paid by you. No additional funds can be provided since you did not pay more than this for the unit itself.
Many of our models are constantly on sale, or have instant rebate offers which is what you encountered here with your unit, there was an instant rebate promotion applied to the cart cost.
The value of the unit does not affect the refund since the refund can only be for the amount paid, which you received.

At this point, the return and refund has been completed, therefore no other resolutions are needed at this time.
Our sales team recommends taking those funds and using them toward another unit that might also have another sale, promotion, or rebate so you can get a similar unit for the same cost. You can also wait and keep an eye on the website for any pricing updates to this model as well.
If you would like, we can look into a return and refund for the accessories also purchased if needed as a resolution.

I apologize for the situation at hand, however as the unit has already been returned, and the refund provided, we have no further solutions for this matter.

If you have any additional questions or concerns, please let me know.

Thank you,

Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]
  6. July 25, 2025 · 2:52 PM PT
    Josh Gonzales, HP Executive Escalations:
    “ideally, this unit should have been replaced when you reported the issues.”
    “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.”
    Show the original · EX-11
    EX-11 · originalOpen full exhibit ↗
    From: Josh Gonzales, Executive Escalations, HP Inc.
    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]
  7. July 25, 2025 · 3:37 PM PT
    HP Order Management, then an offer of “two similar options” to buy:
    “the unit you initially ordered is no longer available at the previous sale price, and the cost to offer a discount is too high at this time.”
    Show the original · EX-12
    EX-12 · originalOpen full exhibit ↗
    From: HP SMB Customer Service <smbcs@hp.com>
    To: Rick Barnett
    Sent: July 25, 2025, 3:37 PM PDT
    Subject: HP.com Follow-Up on Your Exchange Order – Alternative Options & Discount Offer
    Dear ████,

I hope this message finds you well. I wanted to follow up with you regarding your exchange order and the recent cancellation and refund process. We attempted to reach you by phone but we're unsuccessful.

I understand you were hoping for a replacement, but unfortunately, the unit you initially ordered is no longer available at the previous sale price, and the cost to offer a discount is too high at this time.

However, I’m happy to provide you with two similar options that might work for you. Both are available at a discounted price, and we would also offer free priority shipping to ensure swift delivery.

Here are the alternatives:

  *   HP ZBook Power 16 inch G11 Mobile Workstation PC 3 Yr Wolf Pro Security & 3 Yr Warranty – https://www.hp.com/us-en/shop/pdp/hp-zbook-power-16-inch-g11-mobile-workstation-pc-wolf-pro-security-edition-p-a1xu0ua-aba-1

  *   HP ZBook Power 16 inch G11 A Mobile Workstation PC 3 Yr Wolf Pro Security & 3 Yr Warranty – https://www.hp.com/us-en/shop/pdp/hp-zbook-power-16-inch-g11-a-mobile-workstation-pc-wolf-pro-security-edition

If either of these options meets your needs, we can schedule a call to finalize the details and place the order, or if you prefer, we can process everything via email—whichever is more convenient for you.

Please let me know which option works best for you, and we’ll be happy to assist you further.

Thank you again for your patience, and I look forward to helping you complete your order.

Warm Regards,
[Order Management specialist]
Order Management Specialist
Boise, Idaho
smbcs@hp.com
[HP customer service line]
  8. July 25, 2025 · 4:03 PM PT
    Josh Gonzales, HP Executive Escalations:
    “We cannot replace an item we have already refunded you for”
    “We will not be sending a unit to you at no cost at this time.”
    Show the original · EX-13
    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
    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]
The executive escalation loop
  1. August 8, 2025
    Customer writes to HP's then-CEO, Enrique Lores, directly. HP's official LinkedIn support account replies that the case will be “routed to the appropriate party.”
    Customer account · no HP document
  2. August 11, 2025
    The reply to the CEO email comes from Josh Gonzales, HP Executive Escalations:
    “My team and I work directly on behalf of the Executives of the company, making this the highest point of escalation within the company. There will be no further elevation or transfer.”
    Show the original · EX-14
    EX-14 · originalOpen full exhibit ↗
    From: Josh Gonzales, Executive Escalations, HP Inc.
    To: Rick Barnett
    Sent: August 11, 2025, 9:00 AM PDT
    Subject: RE: Follow-Up: HP Warranty Exchange – Case #5144181121
    Hello Rick,

As I stated previously, we cannot provide any further solution to you at this time.

My team and I work directly on behalf of the Executives of the company, making this the highest point of escalation within the company. There will be no further elevation or transfer.

Regards,

Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]

From: Rick Barnett <[customer email]>
Sent: Friday, August 8, 2025 1:06 PM
To: Lores, Enrique <[HP email redacted]>
Subject: Subject: Follow-Up: HP Warranty Exchange – Case #5144181121

Mr. Lores,
I am following up on my message from earlier this week regarding my warranty exchange request.
As mentioned, I was issued a refund, instead of the requested exchange, for a laptop that HP’s own policy states should be replaced. I’m not seeking special treatment — only what was promised under your warranty terms.
Your March 2025 quote about “doing the right thing by our customers” is what gave me confidence in reaching out directly. I’m hopeful this can be resolved quickly with your oversight.
Please let me know if this is being reviewed.
Thank you,
Rick Barnett
  3. August 15, 2025
    Formal Board Oversight Request, with evidence, sent to HP's Board of Directors (bod@hp.com).
    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
    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
  4. August 18, 2025
    Josh Gonzales, HP Executive Escalations, offers the same unit as a new purchase at $2,978.80, less $100.
    “it looks like the unit you purchased is back in stock and on a sale currently.”
    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.
    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]
  5. August 20, 2025 · 12:16 PM PT
    Josh Gonzales, HP Executive Escalations, quoting HP's warranty: a refund instead of replacement applies where the product “has recurring failures or HP determines it is unable to repair or replace.”
    “This cannot be considered an exchange or replacement any longer since you do not have an HP device to exchange or replace any longer.”
    Show the original · EX-17
    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
    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]
  6. August 20, 2025
    Customer copies HP's then-CEO Enrique Lores, Chief Legal Officer and General Counsel Julie Jacobs, Investor Relations, Chief Marketing Officer and Board of Directors.
    Show the original · EX-18
    EX-18 · originalOpen full exhibit ↗
    From: Rick Barnett (customer)
    To: Josh Gonzales (Executive Escalations)
    Cc: Julie Jacobs (Chief Legal Officer and General Counsel); investorrelations@hp.com; [Chief Marketing Officer]; Enrique Lores (then-CEO); bod@hp.com
    Sent: August 20, 2025, 2:07 PM PDT
    Subject: Case #5144181121 — Exchange Approved, Then Canceled Without Justification
    Recipients shown to document who was notified. The letter's text is available to journalists on request.
  7. August 20, 2025 · 2:25 PM PT
    Josh Gonzales, HP Executive Escalations, replies to that email:
    “Whether or not it is consistent with typical/normal policy, we cannot retroactively change what happened.”
    “It is a missed opportunity on our part”
    “It will not happen.”
    Show the original · EX-19
    EX-19 · originalOpen full exhibit ↗
    From: Josh Gonzales, Executive Escalations, HP Inc.
    To: [customer email]
    Sent: August 20, 2025, 2:25 PM PDT
    Subject: RE: Case #5144181121 — Exchange Approved, Then Canceled Without Justification
    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]
  8. August 21, 2025 · 12:11 PM PT
    Josh Gonzales, HP Executive Escalations:
    “We can get you the same unit at the same price today”
    Show the original · EX-20
    EX-20 · originalOpen full exhibit ↗
    From: Josh Gonzales, Executive Escalations, HP Inc.
    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]
  9. August 21, 2025 · 5:08 PM PT
    Josh Gonzales, HP Executive Escalations:
    “the company Executives and BOD will forward any and all customer complaints to my team and I, and our options will not change.”
    Show the original · EX-21
    EX-21 · originalOpen full exhibit ↗
    From: Josh Gonzales, Executive Escalations, HP Inc.
    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]
  10. August 25, 2025
    Josh Gonzales, HP Executive Escalations:
    “As we have not received your response requesting to proceed with the transaction, your case will now be closed.”
    Show the original · EX-22
    EX-22 · originalOpen full exhibit ↗
    From: Josh Gonzales, Executive Escalations, HP Inc.
    To: [customer email]
    Sent: August 25, 2025 (quoted in HP's September 8 reply)
    Subject: RE: Case #5144181121 — Exchange Approved, Then Canceled Without Justification
    Hello Rick,
As we have not received your response requesting to proceed with the transaction, your case will now be closed.

Thank you for your time,

Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]
  11. September 8, 2025
    Josh Gonzales, HP Executive Escalations:
    “These comments will be documented on our side as well for any potential harassment claims.”
    Show the original · EX-23
    EX-23 · originalOpen full exhibit ↗
    From: Josh Gonzales, Executive Escalations, HP Inc.
    To: Rick Barnett
    Sent: September 8, 2025, 7:42 AM PDT
    Subject: RE: Case #5144181121 — Exchange Approved, Then Canceled Without Justification
    Hello Rick,

We have made our position clear on the matter of your complaint.

Continuing to attempt to escalate via comments on social platforms will not change the determination or the options provided.
These comments will be documented on our side as well for any potential harassment claims.

You were provided the available options, beyond that there are none.
Your order was returned and refunded, and as such is closed.

If you have any further comments, complaints, or questions, please provide them to me directly.
If you wish to proceed with a new order, please let us know.

Thank you,

Josh Gonzales
Executive Escalations
HP Inc.
████ [phone]
[HP email redacted]
Senior officers engage, then route it back
  1. November 7, 2025
    Dave Shull, President of HP Solutions, forwards the customer's LinkedIn comment to HP Global Executive Escalations.
    Show the original · EX-24
    EX-24 · originalOpen full exhibit ↗
    From: Dave Shull, President of HP Solutions
    To: Global Executive Escalations <ecr-executive@hp.com>
    Sent: November 7, 2025 (forwarded within HP's November 11 reply)
    Subject: From LinkedIn post
    From: Dave Shull <[HP email redacted]>
Sent: 07 November 2025 07:54
To: Global Executive Escalations <ecr-executive@hp.com>
Subject: From LinkedIn post

Your accomplishments are admirable, Dave. It’s a shame HP doesn’t follow your example of integrity and accountability. If leadership lived by the values you celebrate, HP would honor its own exchange policy instead of ignoring it. Case #5144181121.

Get Outlook for iOS
  2. November 11, 2025
    Sam Hayre, HP Executive Escalations Manager – Americas:
    “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.”
    “the model A20H5UA#ABA is out of stock and is no longer available.”
    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]
  3. November 11, 2025
    Sam Hayre, HP Executive Escalations Manager – Americas. HP's own figures: the unit was paid $2,589.00 before tax; HP's August 18 offer was $2,878.80 before tax.
    “HP approved a replacement of the same model and honored a full price match at that time”
    “We must also be mindful not to set precedents that could unintentionally impact future cases”
    Show the original · EX-26
    EX-26 · originalOpen full exhibit ↗
    From: Sam Hayre, Executive Escalations Manager – Americas, HP Inc.
    To: [customer email]
    Sent: November 11, 2025, 10:20 AM PST
    Subject: RE: Case #5144181121 – HP’s Policy Commitments vs. Actual Conduct
    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]
  4. November 20, 2025
    HP Chief Commercial Officer David McQuarrie:
    “I will follow it up personally with the Exec escalations manager.”
    Show the original · EX-27
    EX-27 · originalOpen full exhibit ↗
    David McQuarrie, HP Chief Commercial Officer: “I will follow it up personally”
  5. November 30, 2025
    HP directors Bruce Broussard (now HP's interim CEO) and Gianluca Pettiti messaged directly. No response.
    Show the original · EX-28
    EX-28 · originalOpen full exhibit ↗
    HP directors Bruce Broussard (now HP's interim CEO) and Gianluca Pettiti messaged directly
  6. December 5, 2025
    David McQuarrie:
    “I would like to follow up and resolve this.”
    Show the original · EX-29
    EX-29 · originalOpen full exhibit ↗
    David McQuarrie, HP Chief Commercial Officer: “I would like to follow up and resolve this”
  7. December 8, 2025
    David McQuarrie:
    “I will check in again tomorrow to ensure that this is getting closed satisfactorily.”
    Show the original · EX-30
    EX-30 · originalOpen full exhibit ↗
    David McQuarrie, HP Chief Commercial Officer: “closed satisfactorily”
  8. December 17, 2025
    David McQuarrie's LinkedIn messaging now shows:
    “LinkedIn member unable to receive messages.”
    Show the original · EX-31
    EX-31 · originalOpen full exhibit ↗
    “LinkedIn member unable to receive messages”
Final position
  1. January 19, 2026
    HP Support on X asks for “the purchase order number.”
    Show the original · EX-32
    EX-32 · originalOpen full exhibit ↗
    HP Support on X asks for a purchase order number
  2. February 2, 2026
    HP Executive Escalations:
    “we cannot proceed with an exchange or replacement of any kind.”
    “HP and HP.com reserve the right to close/cancel any HP.com orders at any time for any reason.”
    Show the original · EX-33
    EX-33 · originalOpen full exhibit ↗
    From: ECR Executive Escalations <ecrmgr@hp.com>
    To: Rick Barnett
    Sent: February 2, 2026, 10:48 AM PST
    Subject: RE: RE: Your HP.com Complaint
    Hello Rick,

As we have stated previously, we cannot proceed with an exchange or replacement of any kind.
Your order was already refunded and closed; therefore, the transaction is complete.

HP and HP.com reserve the right to close/cancel any HP.com orders at any time for any reason.

Regards,

ECR Executive Escalations
Global Executive Escalations
HP Inc.
USA
  3. February 9, 2026
    Customer emails David McQuarrie directly. Minutes later, HP Executive Escalations replies instead.
    Show the original · EX-34
    EX-34 · originalOpen full exhibit ↗
    From: ECR Executive Escalations <ecrmgr@hp.com>
    To: [customer email]
    Sent: February 9, 2026, 4:28 PM (time as shown in HP's email header)
    Subject: FW: Case #5144181121 | Approved Exchange Reversed After Return Received
    From: ECR-MGRS <ecrmgr@hp.com>
Sent: February 9, 2026 4:28 PM
To: [customer email] <[customer email]>
Subject: FW: Case #5144181121 | Approved Exchange Reversed After Return Received

Hello Rick,

We have made our position clear on the matter of your complaint.

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 4:23 PM
To: McQuarrie, David <[HP email redacted]>
Subject: Re: Case #5144181121 | Approved Exchange Reversed After Return Received
  4. February 9, 2026
    Customer asks who authorized cancelling the approved exchange. HP Executive Escalations:
    “No additional information will be provided.”
    “No other action can or will be taken on your previous order, including replacement.”
    Show the original · EX-35
    EX-35 · originalOpen full exhibit ↗
    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.
  5. April 10, 2026
    HP's official HP Z Workstations account, on HP ZBooks aboard the International Space Station:
    “In the harsh conditions of space, where failure is not an option, HP workstations power continued exploration.”
    Show the original · EX-36
    EX-36 · originalOpen full exhibit ↗
    HP Z Workstations on LinkedIn: “where failure is not an option”
Today
  1. Unresolved
    482 days since HP approved the exchange.