HP Consumer Escalations refusing to honor active Care Pack (ADP) on BER laptop

[EMann1]

I am posting this here to bring visibility to an incredibly deceptive practice currently being pushed by HP Consumer Escalations (Case Number: 5163890046).

My HP Envy x360 15.6" (Model: 4S325UAR) is currently at the HP repair facility and has been officially deemed Beyond Economic Repair (BER). Instead of replacing the unit under my active Care Pack with Accidental Damage Protection (ADP), an escalation representative named Steven has denied the claim. HP is attempting to unilaterally cancel my policy and force a cheap refund of my premiums, claiming the policy is invalid because the hardware was originally purchased on eBay.

HP’s position is completely indefensible for the following reasons:

1. Direct Purchase from HP: I bought the standalone Care Pack contract directly from HP.com in August 2023. HP’s automated checkout system verified my hardware serial number and approved the transaction.
2. Intentional System Design: HP’s website intentionally allows Care Packs to be attached to third-party or eBay units as long as the serial number is within its eligible registration window. HP's system worked exactly as intended when it sold me the policy.
3. 3 Years of Payments: HP has willingly billed and accepted my $6.99 monthly payments for the past three consecutive years.
4. Established History: HP already actively recognized the validity of this contract in August 2024 by executing a hardware repair under it. They cannot now claim the contract is void simply because fulfilling a BER replacement has become expensive.
5. Official HP Hardware: This unit is an official HP Certified Refurbished model. It originated directly from HP's own production ecosystem.

As a Delaware resident, I am protected by strong state consumer protection laws against unfair trade practices. A company cannot pocket monthly service contract premiums for years, honor the contract when repairs are minor, and then retroactively dissolve the agreement to avoid a replacement obligation.

I formalize my rejection of HP's offer to refund my premiums. I am simply asking HP to stand by the contract they sold me and provide an equivalent replacement unit.

Because of this bad-faith denial, I have filed formal complaints today with the Delaware Department of Justice (Consumer Protection Unit), the Better Business Bureau (BBB), and the Federal Trade Commission (FTC).

Can a forum community manager please escalate this case number to a senior corporate manager who can honor HP's contractual obligations?

Case Reference: 5163890046 (Serial Number provided to HP privately)