Removing a CD/DVD Drive

Hi, one of our CD/DVD drives doesn't work so so I'm trying to remove it to send back to you (my collegue has been in contact with you regarding this) however I'm having difficultly trying to remove the drive (not sure what model the CD replicator is, it says v1.2 on the front and copies to 11 drives - so contains 12 drives in total). Is it correct that after unscrewing the drive caddy (so the drive now moves) I'll have to remove the front panel to get the drive out? If so, how do i do this? I've tried unscrewing other screws but there's some really fiddley ones at the top and bottom for which I don't have the screwdrive yet. I was just double checking that unscrewing is the right way to go? Thanks!