How about scheduling with them to play the game there and get it to act up. Then they can see the issue as it happens and diagnose further.
Additionally I would check the the the game forums and see if anyone else is having issues like yours to see if there is a patch or some other fix for this. Maybe a specific nvidia driver or AMD driver has issues and you need to use an older driver ect until the latest driver is corrected etc. (*I ran into problems like this before where games would glitch on latest driver and having to use an older driver. However for me it wasnt a game crash, but it was that textures like walls and ground would become transparent and so it looked like I was running in the air when it would glitch. Eventually nVidia corrected the driver and I was able to get the latest driver, however the fix at the time was to roll back to a previous driver that didnt have this issue. This was with World of Warcraft back in 2006 with a nvidia Geforce GT video card in my Athlon XP 2800+ system at the time. I looked all over google and it was on a wow forum that I saw others having same issue and rolling back driver was the fix for me.)
If its only this game that causes this and all other games run flawless, then its likely a bug with how the game is coded and your hardware combination, or video card driver glitch like what I had but yours is worse because it crashes.
