I would be thankful that they at least tried and, when unsuccessful, I got my money back.
If it took 9 hours then I think everyone concerned including yourself deserves at least a medal for perseverence.
If the problem persists then I would run Hijackthis and post its log on one of the following forums for expert (free) advice:
Do not post the log here, we can't help!
Post the logs at a specialist Forum:
Be sure to read all the sticky announcements/instructions at the top of each malware forum!