Yes Bill, there are a lot of restrictions on what the help desk slave is or isn't allowed to say--especially in regards to whether the customer has previously experienced imperfect service or products from Our Beautiful Company. Sticking to the scripts for complaints in strongly encouraged. You gotta read between the lines.   

Experience has shown that if a brand-new product does not work, it is usually either because of the physical hookup, or an incomplete installation attempt that needs to be deleted from your system before retrying. Usually only passwords would be case-sensitive, everything else is not, so that is an interesting example of the exception--no wonder it took awhile to find, although one hopes that will be closer to the top on the trouble-shooting list if it is now an identified issue with your product.

Hi Claymore, good to see you posting again.
W-O