Hmm. So let me make sure I understand:
1. Your friend reserved (and tried to purchase) the ticket on 6/23 for $1980 (Q-Fare). However, due to issues (not related with Delta), she purchased the ticket on 6/27 for $1855 (U Fare). Although the delay was not caused by your friend, it was not caused by Delta either.
2. At no point during the reservation did she mention that you wanted to upgrade the flight (i.e. book an upgradeable class/fare)
3. When you understood that the ticket was a U-fare, you called Delta they quoted additional $1000 for a Q or any available upgradeable fare
Based on the above, I don't think Delta's at fault here. It is widely known that fares fluctuate all the time (at times multiple times in a day). While conventional wisdom holds that fares go up as you get closer to the travel date, it's not always true. In certain instances, the airline may drop the fares for excess capacity (this is what appears to have happened here). As far as the lowest fare guarantee is concerned, you should know that it applies for fares for a particular class/itinerary/date/time. This is the reason why the guarantee is applied for a single day (meaning, if you bought a ticket today and found a lower fare -on any site- today, you will be refunded the difference).
I have to agree though, Delta's second response makes no sense. They need to craft up clear, direct responses and cut the BS out.
BTW - I'm not an airline employee, hate most of the US airlines, and not a Delta supporter (in fact fly with united/star alliance most of the time). I feel Delta is the worst big airline in the US but in this case, i see no foul play
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