Formal Escalation: Failure to Honor Price Guarantee, Misrepresentation, and Improper Return Handling

[rr619]

Dear HP Executive Customer Relations,

I am writing to formally escalate a serious complaint regarding my recent hp.com purchase and the unacceptable handling of my case by multiple HP customer service representatives. The conduct described below reflects a failure to honor HP’s advertised price guarantee, repeated misrepresentation of facts, and improper handling of a confirmed defective product.

Order Details - Order #Edited
• Product: HP OmniBook X Flip 2-in-1 Laptop
• Order Date: December 17, 2025
• Purchase Price: $1,399.99

Chronology of Events

December 29, 2025
I contacted HP Customer Service regarding two issues:

1. The same laptop was listed on hp.com under a Red Tag Sale for $854.99, representing a price reduction of approximately $450.
2. The device was overheating.

I spoke with a representative named Sheila, who verified the reduced price directly on hp.com and explicitly confirmed that I qualified for a price adjustment. She assured me the price difference would be credited and stated that this approval was documented in my account notes. I retained a screenshot confirming the reduced price.

At her direction, I contacted HP Technical Support regarding the overheating issue. Technical Support diagnosed the battery as faulty (Case NumberEdited) and transferred me back to Sheila. Sheila advised that she would follow up the next day to process an exchange, as replacement units were temporarily unavailable.

December 30, 2025
I received two missed calls and voicemails from Sheila while I was traveling and unable to answer.

December 31, 2025
I contacted HP Support again and spoke with Paolo, remaining on the call for over two hours. Although Paolo acknowledged the existence of Sheila’s notes, she demonstrated a lack of understanding of the previously approved price adjustment and was unable to provide resolution. The call was disconnected without explanation.

I called back and requested a supervisor, at which point I spoke with Efrem. This interaction was particularly concerning. Efrem initially denied the existence of any notes regarding a price adjustment, then contradicted himself. He further asserted that the price of the product never dropped and implied that I was misrepresenting the facts, despite prior confirmation from HP and supporting documentation.

Despite the laptop being confirmed defective by HP Technical Support, Efrem stated that I would be charged a 15% restocking fee if I returned the product. I spent approximately 30 minutes disputing this, as restocking fees should not apply to defective merchandise. Efrem ultimately stated verbally that the fee would not be charged, but refused to provide written confirmation. Given the repeated misinformation I had already received, this refusal left me with serious concerns that a restocking fee may still be imposed.

Due to HP’s refusal to honor the approved price adjustment, the confirmed defective product, and the manner in which this matter was handled, I requested a full return of the order.

Summary of Concerns

• Failure to honor a documented and approved price adjustment
  • Contradictory and misleading statements from multiple HP representatives
  • Gaslighting and insinuations of dishonesty despite documented evidence
  • Attempted imposition of a 15% restocking fee on a confirmed defective product
  • Refusal to provide written assurance that no restocking fee would be charged
  • Failure to uphold HP’s advertised price guarantee
  • Overall unprofessional and unacceptable customer experience

Request for Call Review

All of the above interactions occurred through HP’s recorded customer service lines. I formally request that HP retrieve and review the call recordings associated with my account, particularly the calls involving Sheila, Paolo, and Efrem, which will substantiate the representations made to me, the approvals provided, and the subsequent contradictions.

Regulatory Complaints Filed

Given the seriousness of these issues and the lack of resolution through standard HP support channels, I have filed formal complaints with the following agencies:

• California Department of Consumer Affairs
• California Department of Justice
•  Federal Trade Commission (FTC)
• Consumer Financial Protection Bureau (CFPB)

Requested Resolution

I respectfully request the following:

1. Written acknowledgment of HP’s failure to honor the confirmed and documented price adjustment
2. Written confirmation that my return is being processed in full with no restocking fee or penalties of any kind
3. Confirmation of the total refund amount and method of payment
4. Appropriate monetary compensation for the significant time lost, totaling multiple hours over several days, as a direct result of HP’s failure to honor its commitments and provide accurate, consistent support
5. Executive-level review of this case, including the conduct of the representatives involved
6. Written assurance that HP’s price guarantee and defective-product return policies are being applied accurately and consistently

I expect a written response from Executive Customer Relations addressing the above points.

[Jerry_57]

HI @rr619,

Thank you for your response.

I understand you are facing an issue with the purchase.

We have escalated the case to the concerned team, and they will contact you soon.

Regards
Jerry_57
HP Support