Further to my Dell saga - just after 9:00 a nice lady rang my mobile to say the Engineer would be there today. Half an hour later another call and I was told the engineer would be there by 5:30. Just after 1:00, the engineer, from Getronics, turned up and in 8 minutes changed the keyboard, confirmed he sees an awful lot of this sort of problem with the 'desktop replacement' type laptops, and was off.
Summary: over an hour on the phone to get a call booked, but 8 minutes to get the problem fixed. Once again Getronics guys do a really great job. Shame about Dell India.