Good of them to have apologised pambie. It's difficult even getting this out of most companies nowadays.
As for the company who got in touch, that's very nice of them indeed. But for a fee of £47, I reckon they're taking advantage! I'd have done it for £1 to cover postage & the disk (even that would be overcharging tbh!).
Yes, always backup your data & do any cleansing yourself before giving in your PC/laptop for repair, using the many free tools available out there. G