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Hi Jack
Am I correct in thinking that the failing products were made to a design that had been completed - with design reviews - testing - component stress analysis etc etc. ?
If the failing products were manufactured, tested, burned in and retested without any problems and then delivered the customer where they failed then that would point to some mis-use of the product rather than a design problem.
I would look very carefully at the way the customer is using the product - are there any unexpected electrical stresses, thermal stresses, mechanical stresses.
Regards
Colin