OK this is defo fixed now..

The system restore disc failed too, so we phoned them back and the machine was picked up by courier 2 days later.
We have now got it back, and get this... They have replaced the screen, given me a shiny brand new keyboard with no keys missing, AND replaced the hard drive

I couldn't have asked for a better deal than that. Plus the parts are now covered for yet another 12 months

Way to go Tech Guys