She does not want to be unreasonable but expects something in return for not receiving what she paid for. Any advice would be greatly appreciated
She paid for a business seat which is advertised as turning into a fully-flat bed and that's what I'd expect. Indeed, when watching a movie I tend to lower the incline so I'm more comfortable as do many others. I'd rather take a seat that worked than 10,000 Avios as they don't get you very far these days. But she would get compensation.
You just reminded me: my door on the Club Suite in 16K from LAX last Thursday didn't close. Also the door on 15K was super-stiff, too. Looks like they are starting to fail.