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I use to have a problem similar to that. The tray would come out slowly or in sessions(a little bit at a time) and sometimes it wouldn't come out or go in at all. Turns out the problem is in the install. When I took it apart and looked at it, 1 of the 5 or 6 wires that u are suppose to solder onto the boards back side has crossed over to another point. I didn't think about it at first, but when you put the metal plate back onto the circuit-board it crunches or flattens the wires if they are standing up. Which is why 1 of the wire touched another contact point on the circuit-board. I would have your friend recheck the solder points if I were you.
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