Warning: Technobabble
"There is no way she could have fixed things on her own."
Based on her conduct, yes, there's no way in high hell she could have fixed it.
I mean, she would have to reflash the CMOS battery to uncorrupt the bootup registry and translocate the root virus to null space outside of the BIOS SRAM, and that is a very difficult process that only IT can solve. Shame on them for not helping a poor defenseless lady about the perils of a root virus in her malware device driver!