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It doesn't matter where the Macbook was bought. Facetime is a universal app, and should connect from one Apple device to another around the world.
Can you tell me more about what is happening, or what is not working?
i.e. Will the app not launch, or does it give an error message?
One of these solutions might help:
Quit the FaceTime app, then open it again.
Restart the Macbook (Apple menu > Restart).
If there are multiple cameras or microphones connected to the Macbook, check the Video menu in the FaceTime menu bar to make sure that the correct camera and microphone are selected.
Is she trying to use a wireless connection? If so, try plugging it into the router using a network cable and that should allow it to connect and update.
Once it is fully updated, try using the wireless connection again.