Need to fix a laptop

[Mehta23]

Sorry if this is in the wrong place :-P
I've been asked to fix a laptop, and I just need advice on what to do.
Main problem is that backing up doesn't work (not sure if it even used to) using windows backups because of something to do with shadow hard drive something-or-other.
I think the best thing is to wipe and reinstall windows but am I right in thinking it'll all work fine once I install the drivers (from the manufacturer website)?
Because it's not my laptop, I don't want it to be any worse after messing about with it. Obviously I'll try making a system restore disk before the wipe, but I'm scared some things might not work as well (with a custom desktop it's much easier)

[Kumagoro]

First off image the hard drive including all partitions.

Then do a factory restore using some f key combo or possibly through f8 when Windows boots up.

That way you don't have to mess with drivers and it is much quicker.

[Mehta23]

I'm trying again (after anti virus found a trojan) but I can only do a system image not a full backup.

Edit: another problem I have is a partitioned hard drive - C for the os and user tree, and D for backups.
Is it possible to remove the D drive and extend the C without having to wipe it first?

[Kumagoro]

Use an acronis true image boot disk to create an image for back up if there is any data to save.

Then just use the factory recovery mode. Look up the make to find out what the key combo. Are the disks a recovery image or is it a Windows install disk. Doing a fresh install is the last resort.

[Bonebreaker777]

Kumagoro's suggestion is good as it gets.

[Mehta23]

Use an acronis true image boot disk to create an image for back up if there is any data to save.

Then just use the factory recovery mode. Look up the make to find out what the key combo. Are the disks a recovery image or is it a Windows install disk. Doing a fresh install is the last resort.

I'll have a look at acronis then.