When talking to the HP rep ask them to escalate your service request.
Just to note:
Do not try removing the RTC/BIOS battery. As it will not remove the password, but it may reset the clock and as SMC files are time coded, a large disparity between the system clock and the time encoded in the SMC may cause it to fail.
If you need further assistance please start a new post as I no longer will be a part of the HP Support Community.