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It needs to be kept in mind that the causative stresses and strains that cause the substrate to crack need not have occurred in the immediate past. The cause could be something that happened days ago, like a fall or extreme sun and heat exposure, or wild temperature fluctuations, or torque applied to the reader in a backpack, and the end result could take a long time to propagate, develop and show externally. "It was fine just a couple of hours ago and didn't leave the table since then" doesn't really say much and is not a refutation of the Kobo CS's diagnosis of physical damage, for this reason.
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