ADMIN BIOS LOCKOUT CASE ID #- HP Victus 15-fb1013dx

[TrevorLaw33]

This has all been recorded, and my next post is going to be on social media. 

2025-11-19 10:12 AM Phone HP and explain that I cannot remember my admin BIOS password. I am told that my warranty has expired, so no help is available, even though I bought this from a reseller this year; it shows my product expired last year. The woman says she will try to help and transfer me to tech. She states the number she is transferring me to is ph#. I spoke with the tech representative, who explained that for $19.99, I can participate in their Smart Friend tech program, and he can help me unlock my BIOS admin password issue. He tries my card multiple times and finally, after about 40 plus minutes, indicates his system is not working. He admits to me that all they have to do is send me the SMC.bin, but he won't do it unless he can sign me up. He says phone back and get someone with a working system. I ask right now, he says yes.
2025-11-19 10:57 A.M. I phone back and explain ticket # given to me by the last guy, the representative says it's closed and asks about my problem. I explain, and he hangs up on me. No joke. 
2025-11-19 11:02 A.M. I try ph# the number listed on HP's website for the friend tech program, and I sign up, hoping this will help. The phone number listed on their official page is incorrect.
2025-11-19 11:02 A.M. I call ph# and speak with Eduardo. He verifies that I have paid for the tech help program. He has me enter my BIOS password three times to get a prompt that states the system is locked. He says there is no special code, so I need to remove the CMOS battery. I indicate I don't think there is one, and he videos in with me at 11:16 AM. He states there is, and I need to open my laptop. Per his instructions, I open the base of the laptop, and he tells me to find the CMOS battery. I explain to him I do not think there is one, and he says there is and tells me to look on Google at motherboard pictures so I can figure out where it is. After some back and forth, I hold the phone and show him a Google answer, a Reddit Forum, and ChatGPT's answer, all indicating there is no CMOS battery. At this point, he realizes he has had me open my computer, and he doesn't even understand that the product he is trying to convince me of has a CMOS battery. At this point, he deflects and states he is only allowed to do software troubleshooting. I state that a great BIOS is software; please send the SMC.bin. He says he only does software, and I state, you guys just told me to pay $19.99 to help, and now you are stating you cant. He says I need to take my computer to an unlock specialist. I state so they can contact you guys and get the SMC.bin file to unlock my laptop, he states he will refund my money and cant help. My laptop is now open at this point, and he was not certified to instruct me to do this.
2025-11-19 12:27 PM The HP website will not allow live chat with an agent on the website because it says my product is expired, so I sent a ticket under the business arm, including a picture of the locked bios, serial on back, showing battery removed, admin bios lock screen, proof of purchase, and my ID with some crucial numbers redacted. The ticket is #[edited]. I also indicated that their tech told me to open my laptop, and he is not qualified to do this. Tech responds by using their phone numbers or trying a link to their online chat, which does not work. Tech then closes the ticket.
2025-11-19 1:59 PM I write this message, and I am also printing a copy and sending it to HP's head office. I will give them one opportunity to respond, at which point I may have to go the civil route, which I don't want to do, but will if I have to prove a point, not to lie to customers and burn their time.

[TheOldMan]

This forum is a user to user forum.  However, some one from HP might answer.  The forum forbids us to help with BIOS passwords, however.

The advice the one tech gave you should yield a code

"He has me enter my BIOS password three times to get a prompt that states the system is locked. "  Then you can use that code that should show after three attempts, to find an unlock key.  (This may get modified by the Mod, however.)

[TrevorLaw33]

TheOldMan, I appreciate your desire to help. The reality is that some BIOSES offer that and others do not. In this case, it goes to a system lock, and the only way to alleviate the issue is a special file HP sends you after verifying your identity, ownership of the laptop, proof of the computer, and proof that you removed the battery that acts as a CMOS battery on particular models.

The problem truly lies in how HP has dealt with millions of requests for ADMIN PASSWORD BIOS. They forbid the subject and make it almost impossible to get to the correct department. This cost their call centre, their business, and their bottom line a lot of time and money. If someone were thinking, which big corporations do not allow, they would tackle the issue head-on. This way, they instill confidence in their buyers that they will receive support and not the cold shoulder when they hit challenging problems.

The fact that I may be sticking a laptop in the garbage because HP won't help when I bought it last year, is sad and a great eye opener for working out a new contract with MSI for my financial firm.

Sounds like a poisonous work environment over there where call center workers try to trick you into subscriptions to make a quick sale and bump their stats, knowing they cant help you.

Thanks for reading my vent, and asta la vista, HP.