Ahh, to assume that support are competent
I dealt with a support team once that before anything could ever be looked into they changed the login password back to it's default so they themselves could log in.
Me: "Wait, you did what now?"
Them: "We reset the password back to default. You can change it back once we've finished our investigation"
Me: "... and you have a mechanism that allows you to do that?"
Them: "Yes. We find it's the fastest way to resolve customer issues"
Me: "... Goodbye. *click* *unplug*"