She replied to someone saying this that the device wouldn't turn on. If that's true, how did they use her phone to break into her gmail?
She sent the phone in to be fixed. Obviously they fixed the phone?
Right but after a reboot, all the data is encrypted until you enter your password
Sure, and then they made sure it couldn't connect so that it didn't wipe itself, but somehow it still connected to send security alerts to her and manipulate her Gmail account.
Stop making excuses for her. Take a moment to think critically. It's a heaping steaming pile of obvious bullshit.