She brought it to the dealer, who initially claimed it had to be done by the dealer, which to their dismay wasn't true. They had no idea what to do, and my coworker ended up talking to the tech, looking at the screens they figured it out -- another bug that froze the update process if the battery was below some level. They charged the battery, everything finished, and the car was back.

She ended up getting a part time gig with them helping folks with these problems, which may become a bigger thing.