Stargaser

I have a new Fujitsu Siemens laptop with a keyboard problem.
When typing in Word and or Excel then the Shift+quotation key does not work. I need to press the key twice and then the result is as follows ""the quotation is inserted twice as the first key stroke is blank and to end also require the key to be pressed twice""

I also need to save documents with a single quotation mark, and deleting the last quotation leaves an incorrect result

Any suggestions?