donzai
If you are definately sure you have tested it and it was working perfectly then, I would say the user has tried to update the player with an INCORRECT firmware and it has caused it to 'die'.
Personally, I would put a clause in Warranty Policy to say "we will only replace a unit that is faulty in worksmanship and parts. We will not replace a unit if it has been misused, abused or incorrectly flashed with an incorrect firmware".... or something on those lines. This will cover your back. If you've read the 'dead players' section of this forum, you'll see how many people have unsuccessfully tried to flash their player but get a 'dead player' instead.
But be certain that it was tested before you send it out to the user and it was in good working condition. If you can't turn it on and get to the menus or get just a blank background colour, then most likely the fault is from the customer's end by incorrectly flashing their player with the wrong firmware.
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