A customer bought your product and some sort of unpreventable accident caused it to break, what do you do? Instead of saying you are not responsible and assigning blame elsewhere, I think the best answer is to use it as opportunity to show how good you are and perhaps even perform a miracle. The customer will be that much more loyal to you because you fixed the situation even though you didn't have to. I am not saying that you should rectify the situation no matter how many times an individual has an issue, customers who abuse your goodwill are bad customers, and you don't need them. It is just that odds are every customer is going to face a tough situation that is not of their own making. It simply happens to everyone no matter how hard you work or how great your business is. The fact that it happens to everyone eventually makes it a great opportunity to make a big difference.
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