It would appear that dell has its own security features to reset this password. If this is true nobody on this site will be able to help you. You will have to call dell and get them to fix this for you
For this you have to call Dell Tech Support for this. The techs will give you the password as long as the one who ordered the computer will call them or you should know the one who ordered it for you. They need to verify the ownership before they will give out the password.
Hope this helps!
Karlox™
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