Fault on Veritas 8?

Hi

I had my alarm system installed two years ago at the same time as having the house rewired. I have been having faults withe the number 2 on the pad not always working, unfortunately by the time I got round to getting help it had stopped working completely. I rang the firm up and they brought a new keypad with them. Once it was installed all it would do was beep continually but opening the exit door set the alarm off as did opening the lid on the main unit. Some 4 hours later with yet another new keypad fitted I was asked if I had done anything other than try entering my code I said yes I had tried to change the code to exclude the number 2 but it failed to work. I have now been told that the whole of the system needs powering down and totally reprogramming because they think all the codes in the main board have been lost. I asked where the engineering who installed the system was and was told he no longer worked for them. So it would appear that I've been left with a bunch of electricians who don't know what they are doing. Surely it shouldn't take over 4 hours for two men to find and repair a fault?

Cheers

John