The Infamous Loading Screen Stuck!

Lets start from the beginning:
My boss got this Mac Book Pro from the apple store during the summer, and had an instore immediate upgrade on the ram. The next day we were doing some major updates, when out of no where it loads to the grey screen (with the little spinning gear). After about 2 days of tech support, all we get is a "REINSTALL OSX".
Well after that mayhem, we've arrived again to this same infamous loading screen (with the spinning gear). This is the second time, and after buying tech support (phone) just to fix it again, the only answer we get is, "REINSTALL OSX." Can anyone please help with another fix to this? I've backed up all the files to our second mac, however, the last time the computer was at tech support, we got it returned, minus the installation dvds (which is why it is a problem now).
This only happens when there is a required reboot, after updates.

Right… this is what I would do…
1) Reinstall Mac OS X using the "Erase and install" option (selected when you are offered destination drives)
2) Reset PRAM and NVRAM…
http://docs.info.apple.com/article.html?artnum=2238
… and the System Management Controller…
http://docs.info.apple.com/article.html?artnum=303319.
3) Before applying any updates Repair Disk Permissions in Disk Utility.
4) Apply the firware update ONLY. Be careful to follow the instructions to the letter.
5) If you can get past there I think you problems are done with.

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