I have repaired over 2,000 Toshiba's; but, it looks like this one will be a b*tch. Apparently, the keyboard is held in with double sticky (no screws at all) and most people really screw it up when they try it!
That Ebay link I posted wasn't what it said it was? ( I think I have bought from him before)
This link does have it: http://www.9manuals.com/toshiba_sm.htm
I might suggest he get a cheap USB keyboard and you step him through disabling the built-in one (in the device manager) just to make sure it is the only problem and as a temporary solution. http://www.google.com/products?hl=en&q=portable+usb+keyboard&scoring=p