I'll echo TexPhoto's statement. No matter the company you get it from, they will deny repair work on it. I work in a camera store and we have seen this from multiple companies.
And yes, Ryther has a reputation for this bait & switch crap. They're one of the worst I've ever heard of, in fact. My condolences to your friend, and I really hope she can get a resolution to all this, but I sincerely doubt anything will come of it from past stories I've heard.
A prime example of why checking out a business is essential nowadays. Especially if it's an online company.