I think we need a picture of those ears. This could be a more serious problem.
On a good note, the Otomax should do no harm, and if this is permenant damage then it will not make it better.
If the ear appears to be very thick, hard, and 'wavy' on the inside then this can be permenant damage.
Really, her owners need to get off their chair and take her to the vet. This is just terrible...
. The discomfort and pain she must be in must be just terrible...