Is she new to using this pump after having used a different brand?  If so, that entire, unique and intangible emotional "connection" to the actual breastpump itself could be coming into play.  

Other Troubleshooting Ideas: 

1.  Observe actual pump fit to mother's anatomy while in use [the flexible pumping shields are very nice for most women but may not always fit every woman - and there is not another other sizing option available if it truly is a rare, bad fit].   

2.  Confirm that effective suction is being generated [the pump is a bit persnickety about having a "just-right" tight filter-to-pump connection, snug tubing-to-tubing connections, horizontal alignment while in use, etc].  

3.  Change the filter.  If the filter has become wet even once and not changed, that would impede vacuum.  If the pump has been used for a prolonged length of time without a maintenance filter change, that too could impede adequate vacuum.  

4. Cover the usual pumping basics such as: pumping frequency? hands-on touch while pumping? maternal ergonomics for maximum comfort/relaxation?  calming music/sound? think about baby? pictures or recordings of baby? scent of baby? etc, etc.  

5. Give it some time (at least a week or two if logistically possible). 

6. The company's president, is usually happy to problem-solve directly with the mother if called and asked.

Another idea:  If she happens to have any other pump available (even a one-sided, manual pump), perhaps pump simultaneously with both pumps (one on each side) to help body-brain associate let-down during PJ's stimulus (may mimic same effect with manual expression on one side while pumping on other side).  

I hope that helps!
Shannon, RN, IBCLC

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