It can happen when a string is nicked the wrong way. The manufacturer can do it, we could do it during packing, or the customer could do it in any number of ways. It could also, however, be a bad batch from the manufacturer.
The bottom line is that 3 out of 4 of those possibilities are not the customer, so we just replace sets if something like that ever happens. It hardly ever does.
Let me add my voice to the chorus of praise. I recently had an A string in a Southcoast set that just snapped while tuning it up. I emailed Dirk and he just sent me another one - no questions asked. While waiting for the string to arrive, I carefully checked the tuner, and found a tiny burr near the hole for the string. I filed it down, and no more problems. Count in in that one out of four, but Dirk came through any ways.
I have had the pleasure to talk story with Dirk down in Louisiana, and I can tell you he is a great guy, dedicated and passionate about strings and instruments. Just ordered a set of linears for my 6 string tenor.
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