Forgive me if this sounds at all unkind, but some of what you're saying is just crazy talk.
I don't understand your motivation to hypothesise about some really quite unlikely things. Are you suggesting that the user of the appliance has never had a correct DHW service?
It's hard enough diagnosing a fault over the Internet, and it would be much easier for you to diagnose by standing next to the boiler and working through, systematically, eliminating possible causes. Until you've eliminated the diverter valve (which is a commonly failing component), I, as they say on Dragons' Den, am out.