No, users NEVER get their password wrong. Never.
Customer calls in. Outlook is working but he can’t into some other mail program. He “knows” he has the right password.
Me: “Ok, so you just tried the password that you think it is and that didn’t work?”
Cust: “That’s right.”
Me: “Why don’t we just reset the password on the server. Now, if Outlook stops working that means you had the wrong password so make sure you type it carefully as what you believe the password is in the iPhone.” (device irrelevant)
Cust: “Ok but I don’t think that’s the problem.”
Me: “Let’s just consider this a test.”
Cust: follows directions to reset his mailbox password
Me: “Ok. Let me push that update to the server. It’ll take up to two minutes max.”
Cust: before the update finishes “Ok, the iPhone’s working. Let me check Outlook.”
Cust: “Ok, now Outlook isn’t working.”
Cust: “What do I do?”
Me: “Put in that password you just reset to in Outlook’s password box.”
Cust: “Are you sure?”
Cust: “Ok, I’m typing that in. There, I just click OK.”
Me: “and I see a successful login on the server now.”
Cust: “Well, I don’t know what happened there.”
Me: “you had the wrong password noted so when you reset it didn’t match Outlook’s password and outlook stopped working like I said it would.”
Cust: “Well I know I had the right password. I guess my Outlook profile was messed up or something. Thanks for your help.”
Me: after the call ended “I JUST FUCKING EXPLAINED THAT YOU MORON! WRONG PASSWORD MEANS WRONG PASSWORD. WE JUST PROVED IT…” And then I threw something across the room.