Even if that was the case, what kind of help was this person expecting here? Go to the Apple store. Call Apple. You may vent, share and other stuff here but certainly don't come here with something like this and expect nobody to call you out for BS when you say nobody did anything to it and one day it was like that.
Might as well post a thread saying your pregnant but you don't know how it happened.
One of the reasons I guess is due to NZ not having a retail store. So she may have come here for advice as the first step.