Are you sure she had the thread in the correct path. A "rough" bobbin wind suggests that the tension was off (happened to me on one of my Pfaffs).
How long has she had/used the machine? Maybe it's time for a basic maintenance visit to the ER. Maybe she needs to take the 4.0 apart and do a thorough cleaning in all the nooks and crevices.
I recently bought a Babylock because I was very disappointed in the workmanship of the newer Pfaffs. They are reportedly persnickety.