Well, let's just hope she has warranty and get's this taken care of. I have to put far more blame on the API and lame North American dealers.
Here in North America, dealers like to perpetuate the "maintenance free" myth of owning a car. True, if I was leasing or trading every 2-4 years, I would never open the hood.
Ever.
But I keep my equipment forever, so I look after it. Longer OCI's are appropriate with proper synthetic oils, especially combined with bypass filters. Not with some "low bidder" Brand X that's delivered in unmarked barrels.
Speaking of salesmen, I was window shopping at a Toyota dealer in Orem Utah back in 1994. A nice young gal was looking at a Camry and the slick salesguy told her "it's maintenance-free! Weld the hood shut, we don't even use spark plugs anymore."
He went to answer the phone and I politely told the nice gal that the salesguy was so full of s*** I could smell him upwind. She thanked me and left.
I hope she spread the word and it cost him his job. That level of bulls*** has no place today, and vultures like that can be blamed for perpetuating maintenance-free myths.
I suppose a savvy buyer can always check out the European car sites, which seem to offer much more direct and are more forthcoming with information. Like VW UK. But that's a huge pain.