Try the following steps
-If the Chromebook is signed out...
1. Alt + Shift + S
2. Select the option for keyboard
-If you do not see that as an option it is probably located on the next page, you can get to the next page by clicking the second dot that's located above/middle of the volume icon
3. Click on the drop down
4. Make sure your Keyboard is on English(US)
5. If English(US) is already selected send the Chromebook to the Tech Department
If the Chromebook is signed in...
1. Alt + Shift + S
2. Select Settings
3. In the search bar type Input
4. A list of input methods will show up, select English(US) keyboard option if it is not already selected
5. If English(US) is already selected send the Chromebook to the Tech Department
If neither of these work, send the Chromebook to Tech.