It seemed like the heater was working fine.
She said that it failed to heat the air in the house, both when the fire was lit and afterwards.
To me, it is most likely that the house has leaks for heat to get out and cold air to get in.
Perhaps her old stove pulls its air down the chimney?
I have seen a video some time ago where the guy was talking about cold air being drawn into the room to fuel the rocket heater.
He said it comes in through all the gaps, and his solution was to place a vent in the wall near where the fire would be.
I have seen another solution where an inlet pipe (for air) came down inside the chimney from outside, and into the fire chamber.
There is another version where an air intake has a flap valve to open once the stale room air has been burned, and you just want the new fresh air to be warmed.
In this video, Paul talks about an air vent.