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Thanks for all the great responses!
My friend is a bit scared of taking tools to her laptop so she's going to try the apple store again to see if they can help her for free. If that doesn't work, she's willing to try something a bit more hands on :)
Graham, that means I may take you up on your offer for help... But I'll try the hairdryer+hammer combo first.
Lauren, thanks for the offer. If it were my laptop or I had experience with dremels I'd try it right away. But, somehow, I don't think my friend will be up for it. I'll ask her just in case though.
Thanks again!
Yves