IPhone 3GS Has Lost Sound When Phoning

My wife has a 3GS she bought in July of this year. A few weeks ago, she noticed that she could not use it to make or receive any phone calls because there was no sound, so she could not hear the person on the other end of the call. If she uses the speaker phone option it works, but this means everyone close by can hear it too. We called the APPLE 1-800 line and were told to try resetting the iPhone through iTunes (back to factory settings) but it still will not work. The lady from APPLE made it sound as if it might cost us money to have it fixed, which makes no sense to me. Any advice is greatly appreciated.

HI,
so she could not hear the person on the other end of the call.
When in a call, make sure mute isn't activated.
Carolyn

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