In my opinion that is perfectly good reaction. If someone asks it shows willingness to solve the issue or understand the problem. How do you know that this b

In my opinion that is perfectly good reaction. If someone asks it shows willingness to solve the issue or understand the problem. How do you know that this button does not work? Maybe the form has some field that does not show validation message. Usually when users say with confidence that something does not work, it turns out that something else does not work and that button they mention is perfectly fine. In most of cases users just expect something else because they don't understand the system.