"...[I] was told they'd replace the keyboard within 2-3 days.  here i am a week later and they can't even tell me if the place they ordered the keyboard from has even shipped it.  I've called every day since Thursday and they tell me they will check and get right back to me.  i never hear from them. i have to call just to get excuses.

finally I've started calling every hour.  they blame the place where the keyboard comes from with "we can't get a hold of them" and start getting short with me because i am ticked at their inability to live up to one promise out of many."

If you're running in some trouble because you cannot get hold of somebody who is responsible for supplying your client's computer parts, why can' you find an alternative? Computer keyboards are not very hard to find. Don't get a bad reputation just because you're too lazy to exert that effort to find a replacement part somewhere else.