Deploying a product to the consumer will expose weaknesses that the design team had not considered. It happens to every product. I am constantly amazed at ways the users find to break the systems that I design. It is because engineers and users think a little differently and operate things differently.
It shouldn't be hard for Xray to trace the root cause of this issue. Be it a poor lot of raw material, an actual defect in the part, or a design without enough margin. I'm sure they will do the right thing.