510 attys are easy culprits for shorting when overtightened on any adapter, particularly one made of an overwhelmingly superior strength metal such as stainless steel. maybe have the customer take a pic of the atty post and send it to you. this is likely the issue, a not so uncommon one at that, and if so you'll be able to identify it immediately.
EDIT: perhaps it's not fair to say that 510s are anymore susceptible than other attys, but i believe the male
threading on the 510 may lend the end user to be a bit more forceful when
threading it into the adapter, and these types of attys, unlike 901s and 801s, have center posts that are actually raised above the threading and the rest of the adapter making them the first point of contact. but without knowing much else in this particular situation, i suspect that the real culprit, regardless of atomizer types, is the silicone grommet that holds the atomizer center post in place. this may be remedied by using a toothpick or paperclip or something similar to pull that center post back out a bit, but it won't change the likelihood that the overheating resulted from a direct short, rapidly discharging the
batteries, and leaving them with highly questionable safety from this point on. along with cautioning the user against over-tightening atomizers in the future, i'd also recommend the aw lifepo4 when the time comes for a battery replacement.