Is it the same unit that keeps breaking, or do they keep sending replacements and they all keep breaking? If it's the former, then the story seems to miss the

Is it the same unit that keeps breaking, or do they keep sending replacements and they all keep breaking? If it's the former, then the story seems to miss the rather critical point that even if they were 100% certain that every other user was happy, that's irrelevant to whether he's got a faulty unit. However good your quality control is, eventually a faulty one is going to fall through the net, so the fact that a thousand or a million other people have ones that didn't go wrong does't help the one person who's unit did. Of course, if he claims to have had multiple faulty units, and no one else has ever reported any, that's a different matter.