[gnicholas]

Disaster ensued because he did the steps out of order.

> It had been destroyed. Because we had not initially removed the two security screws, the screen had been held in place while I was trying to pry it open, which had caused damage.

Not saying Apple's kit or program is ideal, but the disaster was 100% user error. He did it correctly with a test iPhone, but then when he went to fix his real iPhone he skipped Step 1 and ended up breaking the screen.