I bought a Dell XPS 17in laptop a couple years ago. The keybord went bad after two weeks. Called Dell tech support and was told pretty much what they are telling you.
They ended up sending me a replacement keyboard with instructions on how to replace it. They also sent the tool that was needed.
Took about half an hour to do it and the keyboard is still working fine. I didn't think that was the way a company should do business, but it was alot faster and easier than sending it back or having a tech come out to do it.