No sweat.
As for my issue...
I ended up performing a hard reset on the guy's handheld, synced it back with his mailbox at his desktop, manually recreated the encryption key, re-applied the IT Policy, set a password, then changed the password from the BES server and everything worked beautifully the way I thought it should.
Blackberry usually has pretty good Tech Support, but the 2 guys I spoke with today were totally full of it.
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