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Try to open the device, and clean with some medicinal alcohol the lens of the drive, and clean the dust from it.
Assemble it and see if it works. In this cases there is a high opportunity for the client to make an upgrade and buy a DVD-RW
If not reading DVD is a pattern (it won;t read ANY DVD, no matter if it's a burned one or an original movie) then the lens is dead. I'm afraid you'll have to go get a new one (new drives are very cheap, usually around 25-30$)
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