The worst thing imaginable

so i have this laptop, and the admin password for the BIOS is unknown.

I'm not asking for the master password, and here's why:

i called the help line, and supplied my service tag. and asked for help in removing the current password.
 the password the man had given me did not work, and i moved on to another attempt.

the next guy i called had given me the same password, it failed, and i waited. he gave me another password, and that failed as well.

where should i go from this point?
 whenever i turn the laptop on, everything works fine. I try to change BIOS settings, and i can't do anything without the password!