(I worked for the online customer service branch of a major department store, answering questions via “live help”. The store had many older customers who would often have trouble shopping online. The following is an online conversation I had.)
Customer: “Your site won’t let me get through!”
Me: “I’m sorry to hear that. Could you tell me what part of the site you were having an issue with?”
Customer: “It keeps telling me that I have the wrong password. I have my password!”
(I look up her password and use it on the site to make sure it
works.)
Me: “I have tested your password and it appears to be working. Would you like me to send you an e-mail with a copy of your password?”
Customer: “NO! I have my password! It says it right here on the screen, and I typed it just like it says.”
Me: *slightly confused as to why the customer’s password would be displayed* “What password do you see on the screen?”
Customer: “cAsE sEnsitIve! I typed it the exact way that it says here! ‘Your password is cAsE sEnsitIve’!”