RAM is the most finicky component I know of, especially if hasn't been handled well. My techs catch hell all the time because they'll put RAM in the bad pile, then someone else will come behind them, throw it in a slot, and it works. It's when we start throwing them back into the good pile that we start having problems. My policy is, if it tests bad once (unless slot has had it) throw it in with the scrap. I would take the customer at their word on this one, and even if it comes back "working" I would assume it did not work for them. Besides, as long as they pay to send it back, there's no need to call anyone a lier.
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