Why does everyone assume people needing password help is a thief? A good example is about a year ago my mothers laptop messed up because of a windows update and the password changed by itself.
We don't. We assume they're not the rightful owner, which is not the same. They could be a anything from a family relative spying to a hacker who is trying to steel secrets. Don't get me wrong here, there are genuine cases out there where the user has forgotten their password and needs a backdoor, but we're not here to discriminate between the genuine and false cases. If we did make a judgement and helped the "genuine" cases, those hackers and crackers with fake cases would wise up and claim the same thing. As the poster cannot ever prove to us they are the rightful owner no matter what proof they give us as we have no reference to compare it against, only the retailer they bought it from has those references. Besides, most hackers/spies will baulk at the thought of taking the computer to a shop if they know they're doing something their not supposed to be.